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 enters his personal data.
Compatibility test
The video identification platform verifies that the User's 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 the video identification procedure?
Any PC, Mac, smartphone or tablet can be used, as long as it is included in the list of compatible devices available HERE (https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
Which data is required during the registration?
By clicking on the voucher you received, you will be asked to enter 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 registration will have then to be exhibited during the video identification session with the operator.
I have a double (or triple) name: should I enter them all during registration?
Yes, during the registration the User is asked to enter all his names, as they appear on the identity
documents.
Will I have to enter my mobile number during registration?
Yes, you will be asked to enter your personal mobile number, which will be validated via OTP during the video identification session.
Will I have to enter my email address during registration?
Yes, you will be asked to enter your personal email, which will be verified by sending you an OTP during the registration process (a verification code will be sent to the inserted email).
I purchased a voucher but I didn't receive it via email.
Verify that the email has not been sent to the spam folder, and that the communication hasn't been blocked by your email provider. Furthermore, verify that you didn't enter the wrong email address during the voucher purchase.
Where can I find the technical requirements for the video identification?
The list with the updated technical requirements is available HERE:
https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf
What do I need during the video identification session?
During the video identification session, the User must dispose of:
- the photo ID document (the same one inserted during the registration) valid, not expired;
- a mobile phone (the same one inserted during the registration);
- an Email address (the same one inserted during the registration).
Do I have 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 behind him/her. The presence on camera of people other than the user is not allowed.
The session can be started either from desktop or mobile devices, provided that the devices at issue are included in the compatibility list available HERE https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf
Can I get help from 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 (Computer, 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's device meets the minimum techinical requirements to support a video identification session.
What happens if I do not successfully pass the compatibility test?
It is mandatory to successfully complete the compatibility test to gain access to the video identification session. The device in use must meet the technical 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 listed HERE are met.
In no case is the use of the Internet Explorer browser allowed.
Exclude possible firewall/proxy/antivirus/VPN that might prevent 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 listed HERE are met, in particular:
The browser in use appears in the compatibility list and has been 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 listed HERE are met, and verify that you gave the browser consent to the use of audio/video devices. Do not use blue-tooth devices. If available, choose a different microphone 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 listed HERE 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 listed HERE are met.
Exclude possible firewall/proxy/antivirus that might prevent the device in use from reaching the service url.
In case of ""RTT too low"", try again with a different connection (for example from a mobile device using a 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 that the technical requirements listed HERE are mantained 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 still cannot see the operator.
Complete a new registration making sure that all the techinical requirements described HERE are met and mantained during the whole session.
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf)
During the video identification session, I realised I had entered the wrong personal data, but the operator cannot correct them
If the data are not correctable by the Operator during the session, contact the support for assistance.
The connection dropped during the video identification session.
Carry out a new registration making sure that all the techinical requirements described HERE are met and mantained during the whole session.
(https://liveid.namirialtsp.com/app/docs/LiveID+Requirements.pdf )
If the problem persists