How Can We Help?

We like your initiative! To connect to your organization, make sure you create an account in vID using the email your organization used to invite you to the app. You will then be asked to scan your QR code or enter an invite URL. These can be found in that same invitation email.

If you're 17 or older and your organization is using vID to verify identities, you will be required to have a legal, valid, government-issued photo ID to use the app. This can be a photo ID card or a driver's license.

To ensure accurate and efficient identity verification, we accept international passports but do not support Military IDs. This is because Military IDs may not contain all the required data for our verification process. Please make sure to have a state-issued photo ID, driver's license, or passport ready before using the vID app.

Don't worry! After scanning your ID, vID will give you the ability to add a new name or address to your identity information. Both your ID and this added info will be used to confirm your identity.

vID will ask you to scan the front and back of your ID. You will then be prompted to take a selfie so that vID can use aliveness-detected image to confirm you match your ID.

Matching your social security number to your ID information is the final layer of verification used to confirm your identity. Not to worry, we employ the industry's highest standards and procedures for data encryption and security. More information on how we keep you and your data safe can be found below in the Security section of this FAQ.

Please contact us to discuss your needs further.

Check your inbox for the invite email your organization sent you. A QR code and/or invite URL can be found there. Simply use your phone's camera to scan the QR code or copy and paste the URL into the input.

You will need to go to your local DMV to get a state-issued photo ID or driver's license before using vID.

Yes, you can still go through the process for verification without a social security number, but you will need to certify on the SSN screen that you have never been issued one and your claim will be confirmed by our verification team.

We're so sorry! Although vID has been rigorously tested for performance, unexpected issues may still arise. We know how frustrating that is! Please send us a support ticket and we'll get back in touch with you within 1 business day to help get you sorted out.

We would be happy to help! Please send us a message at support@cerebrum.com

Our entire mission is to increase trust and safety in the world. Security is our top priority. We are SOC 2 Type II compliant and have undergone a rigorous third-party audit of our data handling, encryption, storage, and management processes. Learn more about SOC 2 compliance here.

100% of our data is processed through U.S. based AWS servers and secured by real-time vulnerability monitoring. Your data is never shared. Read more about our Privacy Policy here.

There could be several reasons for scan failures, such as: Blurry or shaky images. Insufficient lighting while capturing the ID. The ID is not fully visible or framed correctly. Follow these tips: Use a well-lit area and keep your hands steady. Ensure the ID fits entirely within the scanning frame. Avoid glare or reflections.

If the app seems stuck: Close the app and restart it. Try reinstalling the app. Ensure no other apps are running in the background. Check for updates to make sure you are using the latest app version. Retry scanning with the suggested tips above.

The address might not be legible or visible. Ensure: The address section is clearly visible. The lighting is sufficient, and there are no shadows. The entire ID is placed flat and within the frame. If the problem persists, contact our support team for assistance.

No, only original physical IDs are accepted for scanning to ensure accurate data extraction and compliance with security standards.

You don't need to go far! Tap the ? icon in the app to contact our support team directly. Submit your request there, and we'll assist you promptly.