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New Contributor
July 21, 2026
Question

App doesnt load past face id prompt.

  • July 21, 2026
  • 1 reply
  • 11 views

Show borders is not enabled

Reinstalled app.

Hard reset.

Tried WiFi and data

    1 reply

    Dkdj61Author
    New Contributor
    July 21, 2026

     

    Tashnieka D
    iD Mobile Employee
    iD Mobile Employee
    July 22, 2026

    Hi ​@Dkdj61,

     

    Thanks for getting in touch. I'm sorry to hear you're having trouble accessing the iD Mobile app.

     

    As you've already tried reinstalling the app, performing a hard reset, using both Wi-Fi and mobile data, and confirmed that Show Borders isn't enabled, we'd like to investigate this further.

    To help us do this, could you please let us know the following:

    • The make and model of your device
    • The software version your device is currently running
    • The version of the iD Mobile app installed
    • When the issue first started
    • Whether the app freezes after the Face ID prompt or if it closes completely
    • Whether you're able to log in to your account via the iD Mobile website instead of the app
       

    Once we have this information, we'll be able to advise on the next steps or raise the issue with our Technical Team if required.

     

    Thanks, 

    Tashnieka