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Troubleshooting tips for ASB ID app.

Last Updated: 09 Dec 2021

If you’re having trouble getting your phone to scan your e-passport’s photo page:

  • Turn your phone horizontally to landscape mode. Hold your phone over your passport photo page, ensuring the whole passport page is visible on your screen. You may need to tap on the phone screen to bring your phone's camera into focus.  
  • If you are using an iPhone and the app still has trouble reading this section, you can tap the ‘keyboard’ symbol. This will bring up another screen where you can type in your passport number, and your date of birth and the passport expiry date.

If you’re having trouble taking the selfie-like scan of your face:

  • Slowly move your phone back and forth to be closer or further away from your face then hold steady when the screen turns green. 
  • If the app gives you an error about lighting conditions try moving to a different location or turning around so that the light is coming from a different direction. 

If you’re having trouble uploading a proof of address document:

  • Check that your document is a PDF which is less than 700kB in size. 

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