Support category

.ID app

I forgot PIN1 or PIN2. How do I recover it?

Please, contact our Support with support@agrello.io or use Intercom chat in the right bottom corner of any page.

Can I create Agrello .ID without mobile device?

Not at this point. Creating Agrello ID relies on mobile device capabilities for both the identity verification process as well as for storing and using your Private Keys.

What is Agrello .ID PIN1?

The Agrello ID PIN1 is a 4-digit code that protects an unauthorized use of your Identification Private Key. With your PIN1, you authorize the system to use your Private Key to perform requested authentication operations.

What is Agrello .ID PIN2

The Agrello ID PIN2 is a 6-digit code that protects an unauthorized use of your Signing Private Key. With your PIN2, you authorize the system to use your Private Key to perform requested signature operations or completing transactions.

How long does it take to process my identity verification?

The majority of cases are processed by Veriff automatically within a few minutes. Cases that require Back Office validation should receive a response within 24 hours. Some cases may involve a video call from a member of the Veriff’s Back Office team.

If you haven’t received a response in 48 hours after a confirmed submission, please reach out to support@agrello.io

I uploaded my photos, but the status is still Pending. What should I do?

Whilst the majority of cases are processed by Veriff automatically within a few minutes, some may take up to 24 hours.

In exceptional cases, if you haven’t received a response in 48 hours after a confirmed submission, please reach out to support@agrello.io

What does the “Resubmit” status mean?

The “Resubmit” status indicates that you have to try again, usually in response to the poor image quality, blurriness or glare of submitted photos.

My documents were declined, although I uploaded my real valid photos. What can I do?

Behind the scenes, identity verification is a complex process and we want to make sure that Agrello identities can be trusted, for the benefit of all users of the platform. In edge cases, a submission can be unsuccessful if the photos of the documents or yourself is blurry, if the lighting prevents accurate identification of important features of the documents, if on your selfies you look considerably different to the photos on your documents, or if there are additional questions to your application based on other identity-related checks performed. The system will normally indicate the reason for rejection. If it is related to the photos, please try to consider the points mentioned and submit your application again.

I don’t have access to my phone anymore, how can I log in to my account?

You will need another smartphone to access your account. Please download and install the Agrello ID app to your new smartphone. Open the Agrello ID app, choose the option “Connect new device” to link your new phone to your existing account.

How to recover access to my account if I lost my key/access code?

You will need a smartphone with the Agrello ID app installed. Please open the app and use the “Recover account” option. You will be asked for the Recovery phrase, you will have captured at the time of creating your keys. The Agrello ID app will guide you through the recovery process.

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