Troubleshooting tips for ASB ID app.
Last Updated: 06 Nov 2026
If you’re e-passport photo page won't scan
- Turn your phone horizontally to landscape mode
- Hold your phone over your passport photo page
- Make sure the whole passport page is visible on your screen
- Ensure that the chevrons displayed on the screen align with the machine-readable zone
- Keep your phone steady until the scan completes
The machine-readable zone is the long code at the bottom of your passport photo page.
If the app has trouble reading the text from your e-passport
- Select the Keyboard symbol
- Enter your details
If you’re New Zealand driver licence won't scan
Make sure that:
- the licence is scratch-free, undamaged and legible
- the licence is placed on a non-white surface
- your phone is turned to landscape mode
- the licence is fully visible on your screen
- the person icon displayed on the screen aligns with your licence photo
- there are no obstructions like your fingers
- the scanned images are clear
You will need to scan the front and the back of your driver licence. The scan will begin automatically, and you can choose to re-scan if an image is not clear.
If you’re having trouble taking the selfie-like scan of your face
Follow these tips:
- Hold your phone vertically, directly in front of you.
- anything blocking your face, like a hat or sunglasses. Normal glasses are OK but avoid glare on the lens.
- Ensure nobody else is in the background.
- The app shows an oval on the screen. Centre your whole head within the oval.
- Once green, keep still and hold your phone still. There will be a short series of coloured lights and the app will scan your face selfie-style.
- 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.
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