• Your ID document or driver’s license has been issued by NY DMV
• You are using your most recently-issued ID document or driver’s license by NY DMV, and it is currently valid
• Make sure there is no wear, damage, or scratch marks on either side of your ID
• Ensure the ID is placed on a dark flat surface and good lighting in the room
Note: Please make sure you have the latest version of the Mobile ID App installed on your device.
WHAT KINDS OF IDS ARE ACCEPTED:
THE FOLLOWING ARE NOT ACCEPTED:
I AM HAVING TROUBLE WITH SETTING UP MY PERMIT, ID OR LICENSE IN APPLE OR SAMSUNG WALLET
We currently do not support the apple or Samsung wallet feature. This feature may be added in the future.
Here are some possible reasons for this to occur:
Here are some tips that will help with capturing the selfie:
Here are some of the reasons why text verification failed:
The registration failure can occur for various reasons.
The registration failure can occur for various reasons. Contact the NYS DMV for assistance.
The registration failure can occur for various reasons.
This error is the result of a poor connection.
If you get one of these error codes, it means your Mobile ID credential has been cancelled by the DMV. Please contact the NYS DMV.
ON ANDROID 12 DEVICES:
This error may occur when an Android Version 12 user clicks the OTP URL received in the SMS text message to confirm the user’s phone number.
Follow the steps below to resolve this issue:
Note: Please make sure you have the latest version of the Mobile ID App installed on your device.
ON EARLIER ANDROID VERSIONS (< 12)
If you have an Android device (version 10,11 or 12) and get the message “This site can’t be reached” when you tap on the link that is texted to you during enrollment, please follow the steps below!
(Note: For Android 9 Screenshots, click here.)
This should resolve the issue.
To make sure the problem is related to the Mobile ID app and not your device or how you might be trying to scan the QR code, you can try to scan a test QR code located here prior to contacting IDEMIA Support. The test QR code is a simple QR code for a URL that points to another page on this site.
If you are able to successfully scan the test QR code, please go ahead and contact IDEMIA Support about your original QR code scanning problem.
However, if you are not able to scan the test QR code, then the issue might be with your device or with how you are attempting to scan the QR codes (e.g., holding the device at the wrong angle or too far or too close during scanning).
Click here to test QR code scanning.
If you have forgotten your 6-digit PIN number, you can try logging in using your face ID by clicking “with face” on the top right corner of the app. You will be able to change your pin once you are logged in. If this doesn’t work, you will need to uninstall the app and re-enroll to create a new 6-digit PIN.
Please consider the option of Setting up face ID.
You will need to unenroll from the current device if:
Instructions:
The address displayed on the Mobile ID is the residence address on file with the NYS DMV. If the address is not correct, please go to the DMV website for information on how to change your address: https://dmv.ny.gov/address-change/how-change-your-address
Please contact the NYS DMV. For more information, go to dmv.ny.gov.
This page displays your record information in accordance with AAMVA 1.2 guidelines. All raw data images have been converted in order to be properly displayed to you. < mDL-Implementation-Guidelines-Version-1-2_final.pdf (aamva.org)>
SCREEN-READER APPLICATIONS
The following browser and screen reader application pairings are recommended for the best customer experience:
How can I change the text size for improved readability in the NY MID App(s)? What options are there for visually impaired users to read text in apps?
If VoiceOver or Talkback doesn’t support NY MID then please contact the Idemia Help desk via Mobile ID Help. Our product design supports both VoiceOver and Talkback.
How do I request accessibility improvements in an app?
Contact IDEMIA via Mobile ID Help page.
Contact IDEMIA via Mobile ID Help page.
Go to device settings, check the device’s accessibility features to connect and use assistive devices like switch controls, external keyboards, or adaptive controllers.
Need further assistance with accessibility? Please contact IDEMIA via Mobile ID Help page.
See our Email and Live Chat support options on our Mobile ID Help page.
Last Updated July 20, 2023
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