Hi there! I understand your myID iPhone app isn’t recognizing your passport details. Let’s get to the bottom of this together. To start, could you tell me a bit more about what happens when you try to enter or scan your passport details? For example:
- Are you entering details manually or scanning the passport with the app’s camera?
- Do you get an error message or does the app just not respond?
- Have you checked that your passport is current and not expired?

Knowing these details will help me guide you better. Meanwhile, here are some general steps we can try:

1. Check your phone’s time and date: Make sure it’s set to automatic. Incorrect time can cause verification issues.
2. Restart the myID app and your iPhone: This refreshes background processes that might be stuck.
3. Try toggling your internet connection: Switch off Wi-Fi and use mobile data or vice versa, to ensure connectivity isn’t causing the problem.
4. Ensure your passport is physical and well-lit: If you’re scanning, make sure the entire machine-readable zone (the bottom strip) is visible and clear. Avoid glare or shadows.
5. Update the myID app: Confirm you have the latest version installed from the App Store. Sometimes bugs are fixed in updates.

If you’ve tried these, just let me know! We can dig deeper or check specific error codes if you see any during the process.

Are you able to share the exact error message or behavior you encounter when inputting passport details? That will help me tailor the next steps.

Manually entered the details. checked them every time I tried. Error message: Details not recognized. Currently lovked out of the app.

Thank you for those details! Since you’re manually entering your passport information and getting the "Details not recognized" error, and now you’re locked out of the app, let’s approach this step-by-step.

1. Wait for Temporary Lockout to Expire: The app usually locks you out temporarily after multiple failed attempts for security reasons. Typically, this lockout lasts about 15 to 30 minutes. I’d recommend waiting for this period before trying again.

2. Double-Check Passport Details: When you try again, carefully enter your passport number, full name, date of birth, and expiry date exactly as they appear on the passport, including any spaces or special characters exactly as shown. Sometimes even small formatting differences cause a mismatch.

3. Verify the Passport is from an Accepted Country: myID typically supports passports from certain countries. Make sure your passport country is supported by the app.

4. Ensure App is Updated: If you regain access, update the myID app to the latest version from the App Store, as older app versions can have verification bugs.

5. Try Another Authentication Method: If manual entry continues failing, see if the app offers other options like scanning your passport’s machine-readable zone (barcode).

6. Contact Support if Locked Out Prolonged: If the lockout persists or you continue getting the error even after double-checking details, it may be worth contacting myID support via email at [email protected] for help resetting your account or troubleshooting related backend issues.

Meanwhile, I’m here to guide you through the process or any other authentication method you want to try. Are you able to wait for the lockout to expire and try entering details again, or would you like instructions on scanning your passport instead?