How long does the voucher last?
The voucher has a validity of 90 days from the purchase.
How many times can I use the voucher?
The voucher can be used for one identification. After a successful identification, the voucher is voided.
What happens if I start the registration but I don't complete it?
You can start the registration again using the same voucher.
What does the whole video identification procedure consist of?
Obtaining the voucher
The voucher (registration URL) is sent via email to the User.
Registration
The User accesses the registration URL and insert his personal data.
Compatibility test
The video identification platform makes sure that the User device meets the minimum technical requirements.
Video identification
Once successfully passed the compatibility test, the User accesses the video identification session led by a qualified video operator.
Which devices can I use to complete the registration and video identification procedure?
Any PC or Mac, smartphone or table, as long as it is included in the list of compatible devices HERE available (https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
Which data is required during the registration?
The User clicks the received url and inserts the following data:
- Personal Identifier (for romanian citizens: CNP) or Passport
- Name
- Surname
- Gender
- Date of birth
- Place of birth
- Country of birth
- Nationality
- Address
- ID document details
- Mobile phone number
- Email
Which ID documents can I use for the registration and the video identification?
In most cases, you can use the Identity Card or the Passport.
The document inserted during the registration will need then to be exhibited during the video identification session with the operator.
I have a double (or triple) name: should I insert it all during the registration?
Yes, during the registration the User needs to insert all his names, as they appear on the identity
documents.
Will I have to insert my mobile number during the registration?
Yes, you will be asekd to insert your personal mobile number, which will be validated via OTP during the video identification session.
Will I have to insert my email during the registration?
Yes, you will be asked to insert your personal email and to validate it via OTP during the registration (a
verification code will be sent to the inserted email).
I purchased a voucher but I didn't receive it via email.
Make sure that you didn't receive the email in spam, or that your email providing is blocking the
communication. Also, verify you didn't insert a wrong email during the voucher purchase.
Where can I find the technical requirements for the video identification?
The updated techincal requirements list is HERE available:
https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf
What do I need during the video identification?
During the video identification, the User will need:
- the photo ID document (the same inserted during the registration) valid, not expired;
- Mobile phone (the same inserted during the registration);
- Email (the same inserted during the registration).
Is it mandatory to connect from home?
It is not mandatory to connect from home, but the User is still required to attend the session in a quiet place, with a neutral background. The presence on camera of people other than the user is not allowed.
The session can be started either from desktop or mobile devices, as long as they are included in the compatibility list available HERE https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf
Can I be helped by someone during the video identification session?
The user to be video identified is the only person who can interact with the operator and appear on camera. The presence and/or support of additional people is not allowed.
When is the video identification service active?
The video identification service is available from (eg) Monday to Saturday, from 08:00 to 20:00.
Where can I check if my device (Computrer, Mobile) meets the requirements?
A demo compatibility test is available HERE: https://liveid.namirialtsp.com/app/service-webrtc_test/
What is the compatibility test for?
The compatibility test verifies that the User device meets the minimum techinical requirements to sustain a video identification session.
What happens if I do not successfully pass the compatibility test?
It is mandatory to successfully complete the compatibility test before accessing the video identification session. The device in use must meet the techinical requirements described HERE: https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf
I cannot reach the registration URL (voucher)
Make sure that a proxy, firewall/VPN and/or antivirus is not preventing the device from reaching the url.
At the end of the registration, I cannot access the compatibility test.
Make sure all the technical requirements HERE listed are met.
In no case it is allowed the use of Internet Explorer.
Exclude possible firewall/proxy/antivirus/VPN that might impede the device in use from reaching the voucher url (https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
I cannot successfully pass the compatibility test (KO during the 1° check - System and network).
Make sure all the technical requirements HERE listed are met, in particular:
The browser in use is included in the compatibility list and updated to the latest version;
The connection meets the minimum upload/download speed requirements:
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
I cannot successfully pass the compatibility test (KO during the 2° check - Microphone).
Make sure all the technical requirements HERE listed are met, and that you gave the browser consent to the use of audio/video devices. Do not use blue-tooth devices. If available, choose a different michrophone before repeating the test.
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
I cannot successfully pass the compatibility test (KO during the 3° check - Webcam).
Make sure all the technical requirements HERE listed are met, and that you gave the browser consent to the use of audio/video devices.
Do not use blue-tooth devices.
If available, choose a different webcam before repeating the test or try from a mobile device with integrated cam.
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
I cannot successfully pass the compatibility test (KO during the 4° check - WebRTC).
Make sure all the technical requirements HERE listed are met.
Exclude possible firewall/proxy/antivirus that might impede the device in use from reaching the service url.
In case of ""RTT too low"" try again with a different connection (for exmple from mobile device with mobile connection).
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
I successfully passed the compatibility test, but I keep seeing "Waiting for an operator" on screen "Wait for an operator to answer”.
If necessary, repeat the call. Always make sure the technical requirements HERE listed are maintained during the entire procedure.
https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf
I successfully passed the compatibility test, the message "Waiting for an operator" turned into "Connecting" but I cannot see the operator.
Complete a new registration making sure that all the techinical requirements HERE described are met during the whole session.
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
During the video identification session, I realized I registerd wrong personal data, but the operator cannot corret them
If the data are not correctable by the Operator during the session, contact the support.
The connection dropped during the video identification session.
Complete a new registration making sure that all the techinical requirements HERE described are met during the whole session.
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf )
If the problem persit