Frequently Asked Questions

General

What is eID-Me?

How does eID-Me help individual users?

How does eID-Me help organizations?

How can I help support eID-Me?

When will eID-Me be released?

How do I register for eID-Me?

What phones does eID-Me support?

What happens if I lose my phone?

How can I get eID-Me onto a new phone?

What if I use someone else’s identity cards and photograph?

Does an eID-Me identity expire?

Do I have to pay for my eID-Me identity?

Is eID-Me a replacement for Ontario identity cards?

Registration

I never got the email.

The email is formatted wrong in Apple Mail.

It says "Something went wrong... failed to begin registration."

I don't want to give eID-Me my location.

I keep failing the liveness check.

I get stuck in the middle of the liveness check.

I don't like my picture.

My card won't scan.

My passport chip won't scan.

I failed Biometric Match.

I failed Document Date Validity.

I failed Document Consistency.

I failed Closeness to Home.

I received a timeout message.

Why do I only get three tries for remote identity proofing?

What happens to my data when I submit for identity proofing?

Does my data go to any third parties during identity proofing?

Usage

Where can I use eID-Me?

Do I need to hand over my phone to show my identity information?

What if I forget my phone at home? What if my phone's battery dies?

Is eID-Me a replacement for Ontario identity cards?

Security and Privacy

What happens to my data when I submit for identity proofing?

Does my data go to any third parties during identity proofing?

How is my identity information protected?

What happens with the information I share?

What precautions are taken to protect the information during transmission?

Who has access to my identity information?

Does eID-Me track my transactions?

Where is my transaction history stored?

Why would I trust Bluink with my identity information?

Why would I trust the government with my identity information?

What happens if I lose my phone?

What if someone steals my phone?

What if my phone is rooted?

General

What is eID-Me?

eID-Me is a smartphone app that verifies your identity and provides a digital identity that can be used to log in to websites password-free and prove specific pieces of identity information (e.g., name, address, date of birth) online and in person.

How does eID-Me help individual users?

eID-Me gives you control of your identity on your phone and lets you use it online and in-person to securely prove your identity for government, financial, medical, and other services that require identity verification.

Once your identity has been verified, you can log in to supported services password-free and securely share specific pieces of information directly from your phone. You can share your name, address, age, phone number, medical information, and more, saving you time (no more long forms) and ensuring your information is correct (no more typos or miscommunication).

How does eID-Me help organizations?

eID-Me lets your organization verify the identity of users to comply with know your customer (KYC) regulations and to onboard new users quickly and easily, increasing customer acquisition. Your users can securely share their verified name, address, phone number, age, and more both online and in person. This saves you time (no more long forms) and eliminates errors from miscommunication and typos.

Once verified, users can access your services (password-free) using the identity on their phone, increasing convenience for the user and eliminating your need to manage passwords.

eID-Me enables easy and secure sharing of information from the user’s phone (with the user’s permission). As a result, you can opt to not store any of the user’s information and request it when needed. This eliminates the possibility of a data breach because organizations no longer have a centralized store of user information. User information is decentralized and secure on the users’ phones.

How can I help support eID-Me?

You can join our eID-Me Members group for testing opportunities and invite your friends and family to join. The more people who know about eID-Me the better.

Sharing eID-Me with your connections in the government, financial, or medical industries is especially helpful because eID-Me can be used by those organizations to verify identity and improve access to their services.

Feel free to send this link: eid-me.com/join.

Thank you for your help!

When will eID-Me be released?

eID-Me will be in app stores sometime this fall. We’ll be gradually adding services for which you can use eID-Me to log in and prove your identity.

How do I register for eID-Me?

In Canada, once eID-Me is released, you will be able to register by downloading the eID-Me app from the App Store or Google Play Store.

eID-Me’s release in other countries will later be announced.

If you’d like to help bring eID-Me support to your country, please join our eID-Me Members group and let us know.

What phones does eID-Me support?

eID-Me supports smartphones that run Android or iOS with the following versions:

  • iOS version 13 and higher
  • Android version 6 and higher

What happens if I lose my phone?

If you lose your phone, there are a couple of things to know. First your eID-Me identity information will be protected by your phone’s authentication methods (e.g., passcode and biometric). Your data remains safe provided no one can authenticate to your smartphone. Second, if your phone is really lost, you will need to re-register for an eID-Me identity on a new phone.

We recommend using strong authentication (e.g., passcode and fingerprint scan) to ensure that your phone can’t be accessed by other people if they find it.

We also recommend enabling “Find my iPhone” on iOS and “Find my Device” on Android. These features help you find your phone if you’ve lost it. They also let you remotely erase your phone’s data if you can’t find it.

How can I get eID-Me onto a new phone?

Your eID-Me identity can only exist on one phone at a time. If you get a new phone, there is a process to transfer (re-issue) your existing digital identity to your new phone. You must be in possession of both phones (your old phone and new phone) at the same time.

Note: This “identity transfer” feature is soon to be released.

What if I use someone else’s identity cards and photograph?

You likely won’t be able to pass the identity proofing phase of registration because:

  1. Liveness detection in the biometric would likely fail.
  2. You would need to be at the individual’s home address.

Do I have to pay for my eID-Me identity?

In most cases, no, there is no fee to obtain an eID-Me digital identity. If third-party verification sources are used during the identity proofing process, then there may be a small fee, however you will be informed prior to submission if any extra fees are required.

Does an eID-Me identity expire?

eID-Me identities have an expiry date five years after the date of issuance.

Is eID-Me a replacement for Ontario identity cards?

Currently, eID-Me is not a replacement for government-issued identity cards since many scenarios (such as law enforcement) still require your identity documents. New standards for mobile driver’s licences are currently being developed, and in the near future, we expect to see physical identity cards replaced by a mobile, electronic version as these standards become accepted by governments.

That being said, much of the information contained in eID-Me can be accepted in transactions today by service providers that trust the eID-Me identity. Some good examples of this are age verification and verified address.

Registration

I never got the email.

Check the spam folder. Search for an email with the subject line “Reg Code Ready.”

Open the email and scroll to the bottom to find a code, and copy it. Then open eID-Me, and tap “Input Manually.” Paste the code into the text box, and tap “Register.”

The email is formatted wrong in Apple Mail.

Try closing the Apple Mail app, reopening it, and viewing the email.

It says "Something went wrong... failed to begin registration."

You may have entered the same email twice. If your email is “example@gmail.com” you can use it again my tapping “Change Email” and typing “example+01@gmail.com” (use your email and add +01 before the @). This will send you a new email with a working link.

I don't want to give eID-Me my location.

Your location is necessary to ensure you are at the address listed on your identity documents. None of your data, including your location, is stored. Your location is only accessed once during registration. After registration you can turn off all permissions including location by going to your phone's settings.

I keep failing the liveness check.

Your face must be the only face visible to the camera and must be in view during the entire process. You will fail if there are any other people in the background.

I get stuck in the middle of the liveness check.

To restart the liveness check, aim your phone's camera away from all faces (e.g., point it at the ceiling). If one side of your face is lit up and the other side is in shadow, eID-Me might not be able to recognize you. Sometimes raising the phone up so the camera is looking down at you or turning to face another direction helps.

I don't like my picture.

You can repeat liveness as many times as you’d like to get a new photo, but your photo does not matter too much. The photo is not displayed anywhere in the app or saved after registration. It is only used to confirm your identity through biometric comparison with the photos on your identity documents. If your face is clearly visible, the photo is fine.

My card won't scan.

Here are some suggestions to improve scanning results.

  • Clean your smartphone camera lens. Dust or grime on your smartphone camera lens will impede eID-Me’s ability to accurately process some of the fine details of your identity documents. The lens can be cleaned by gently wiping it with a microfiber cloth.
  • Ensure your identity card is clean. eID-Me processes fine details on your identity cards such as the portrait photograph, logos and 2D barcodes. Dirt or damage on the card may cause the capture process to fail.
  • Place your identity cards on a plain dark background. Do not hold the card with your hand as the capture process tries to find all of the boundaries and must be clear of obstructions. The background surface should be clear of any patterns or clutter.
  • Ensure adequate lighting. The capture process may also fail if the lighting is too dark. The camera flash is not used because this will cause glare, so you must find a location where there is good lighting.
  • Avoid glare from strong light sources. The capture process may fail if there are reflections or glare from strong light sources. Try to position yourself to remove any glare from the capture process.
  • Ensure all four sides of the card are visible. The capture process will fail if eID-Me cannot detect all four edges of the identity card. Ensure that all four edges are within the camera view as you are scanning. An overlay graphic on the capture view will help you guide the card to the correct position.
  • Ensure that there are no other edges in the frame. Only the card’s edges and the background should be in frame.

My passport chip won't scan.

  1. If using an iPhone, skip to step 2. If using an Android phone, ensure NFC is enabled by going to Settings > Connections > NFC and Payment.
  2. Close your passport and place it FACE DOWN on a flat surface.
  3. Lay your phone on top of your passport so that the top of your phone covers the bottom third of your passport.
  4. Wait three seconds. If the passport scan doesn’t succeed, move your phone one centimetre up or down. Wait three seconds, and move your phone again. The location of NFC readers varies by phone, so you may need multiple attempts.

I failed Biometric Match.

Your selfie did not match your identity photos. Take a new selfie by tapping add more documents and selecting selfie in the list of completed documents. You can also try re-scanning the front of your identity cards.

I failed Document Date Validity.

One of your identity documents is expired. Please renew it and try again.

I failed Document Consistency.

The information on your documents does not match. For example, your name on your passport may not match your name on your driver's licence.

I failed Closeness to Home.

Your phone’s location does not match the address on your documents. You must be within 100 meters of the address on your documents when you submit.

I received a timeout message.

The server took too long to process your submission. Please try again.

Why do I only get three tries for remote identity proofing?

The remote identity proofing process is meant to be both convenient and secure. The three-attempt limit is meant to curtail unlimited attempts by imposters to fraudulently pass the identity proofing process.

What happens to my data when I submit for identity proofing?

During identity proofing, the information that you collect with your eID-Me smartphone app is securely stored on your phone. When this information is submitted to the eID-Me servers for verification, the information is destroyed after each failed attempt to pass identity proofing. When the identity proofing passes, your submitted information is transformed into a digital identity and awaits your confirmation before being installed on your phone. This information is also encrypted so that only the target phone can decrypt it, and it is retained for a maximum of two hours. Once the digital identity is installed on the phone, the information is destroyed on the eID-Me servers.

Does my data go to any third parties during identity proofing?

In some cases, third party or government databases are used to provide additional verification sources for your identity information. You will be notified prior to submission whether this is the case with a consent agreement. Furthermore, there may be an additional cost depending on the type of third party services used. In this case you will also be informed of the cost prior to submission.

When using an ePassport and an additional identity document, there is no third-party involved in identity proofing.

Usage

Where can I use eID-Me?

eID-Me currently works with Microsoft Azure Enterprise applications, allowing employees to bring their own identities to work. Other relying parties, including government and commercial services, will be supporting eID-Me over time.

Do I need to hand over my phone to show my identity information?

No. For in-person transactions that support eID-Me, you do not need to hand over your phone. Instead, a local connection is created between your phone and the terminal you are interacting with. For example, this terminal could be a Point of Sale system or another mobile device held by a clerk or police officer.

Just like in the online use case, once the connection is made, you will see the request and can choose the information you wish to share.

What if I forget my phone at home? What if my phone's battery dies?

Your eID-Me phone contains your identity information and private key, which are necessary to perform eID-Me transactions. If you don't have your phone or your phone's battery is dead, then you won’t be able to do any eID-Me transactions.

Is eID-Me a replacement for Ontario identity cards?

Currently, eID-Me is not a replacement for government-issued identity cards since many scenarios (such as law enforcement) still require your identity documents. New standards for mobile driver’s licences are currently being developed, and in the near future, we expect to see physical identity cards replaced by a mobile, electronic version as these standards become accepted by governments.

That being said, much of the information contained in eID-Me can be accepted in transactions today by service providers that trust the eID-Me identity. Some good examples of this are age verification and verified address.

Security and Privacy

What happens to my data when I submit for identity proofing?

During identity proofing, the information that you collect with your eID-Me smartphone app is securely stored on your phone. When this information is submitted to the eID-Me servers for verification, the information is destroyed after each failed attempt to pass identity proofing. When the identity proofing passes, your submitted information is transformed into a digital identity and awaits your confirmation before being installed on your phone. This information is also encrypted so that only the target phone can decrypt it, and it is retained for a maximum of two hours. Once the digital identity is installed on the phone, the information is destroyed on the eID-Me servers.

Does my data go to any third parties during identity proofing?

In some cases, third party or government databases are used to provide additional verification sources for your identity information. You will be notified prior to submission whether this is the case with a consent agreement. Furthermore, there may be an additional cost depending on the type of third party services used. In this case you will also be informed of the cost prior to submission.

When using an ePassport and an additional identity document, there is no third-party involved in identity proofing.

How is my identity information protected?

Your eID-Me information is encrypted on your phone and bound to your phone's authentication methods (e.g., passcode and biometric). The only way to access this information is by unlocking your phone. The eID-Me app can also be configured to auto-lock after a period of time, and you can set specific pieces of identity information to require reauthentication. Unlocking the app or using one of those protected pieces of identity information will require that you authenticate to your phone.

What happens with the information I share?

Information that you share during an eID-Me transaction first goes to the eID-Me Identity Provider (IdP) for verification. If the information and digital signatures are validated, then the requested identity claims are sent on to the relying party. What a relying party does with your shared information is not within the control of eID-Me. As a general rule, you should only send the information that a relying party absolutely needs, and you should also be aware of its privacy policy.

What precautions are taken to protect the information during transmission?

Communication between phones and eID-Me servers is protected using public key encryption. The server and phone exchange public keys during the registration process. From that point forward, transmission from party one to the other uses the other party’s public key for message-level encryption. This is in addition to the TLS secure sessions that are also set up for secure communication.

Who has access to my identity information?

No identity information is stored in the eID-Me identity provider or in the eID-Me registration server. Some relying parties that you interact with may keep identity information that you send to them. eID-Me has no control over that. Other than that, the only entity that has access to your identity information is you.

Does eID-Me track my transactions?

No. The eID-Me servers do not track your transactions. The only place where detailed transaction information is retained within the eID-Me solution is your phone.

It is possible that some relying parties collect transaction information. These services are beyond the control of eID-Me. You should consult the privacy policies of the relying parties that you transact with if you have concerns about their usage of transaction information.

Where is my transaction history stored?

Your transaction history is stored locally in your eID-Me smartphone app. You can view your transaction history details, delete them, and even disable transaction history completely via the eID-Me settings.

Why would I trust Bluink with my identity information?

Bluink has none of your data. Bluink’s servers and apps have undergone independent third-party security assessments to assure that no identity information is kept by the servers and that the information on your phone is well-protected with the best security practices in the industry.

Why would I trust the government with my identity information?

The government already has records of your identity information. eID-Me is not adding to that store of information. In fact, eID-Me is trying to remove the burden from government services of being custodian of your data wherever possible.

What happens if I lose my phone?

If you lose your phone, there are a couple of things to know. First your eID-Me identity information will be protected by your phone’s authentication methods (e.g., passcode and biometric). Your data remains safe provided no one can authenticate to your smartphone. Second, if your phone is really lost, you will need to re-register for an eID-Me identity on a new phone.

We recommend using strong authentication (e.g., passcode and fingerprint scan) to ensure that your phone can’t be accessed by other people if they find it.

We also recommend enabling “Find my iPhone” on iOS and “Find my Device” on Android. These features help you find your phone if you’ve lost it. They also let you remotely erase your phone’s data if you can’t find it.

What if someone steals my phone?

Your identity data is safe on your phone, provided no one can access your phone using your PIN, passcode, or biometric scan. We recommend using a strong PIN or passcode and we recommend turning on biometric if available.

Re-registering eID-Me on a new phone with the same email address you used to register your old phone will disable eID-Me on your old phone.

What if my phone is rooted?

A rooted phone is a risk for any application that has sensitive information. We do our best to detect if your phone is rooted and will not let registration continue if it is. Should your phone be very badly compromised such that root detection on the phone is not working, we can still let the user check the rooted status of his phone using the eID-Me registration service in an out-of-band mode.