Help

This page is intended to discuss some questions and problems you may encounter while using it. You can expect this page to grow further as we learn more about how youProof is used.

Unlock does not work

This can have a few reasons:

• Lock Screen: Unlock may not work when you remove the PIN code from your phone.
  Solution: Don’t use your phone without a PIN code. If you already have removed the code, re-adding one may grant you access to your youProof profile again.
• Biometrics: Your device might not recognize your biometrics from time to time.
  Solution: Try to use your device PIN code or create new biometric readings in your device settings.
• Phone Transfer / App Reinstall: When you delete the youProof app and then install it again, the app can no longer be unlocked.
  Solution: When you reinstall youProof or transfer your apps from one phone to another, encrypted data such as your youProof profile will get lost. Clear all app data and import your youProof profile using the login QR code from your youProof app.

Backup

In general, we recommend keeping a copy of the youProof login QR code somewhere safe. You can access it by tapping the “Login on another device” button in the youProof app. Print it, or at least make a screenshot. Don’t send this code to someone else!

Warning: Even if we wanted to, we are not able to help you recover your account. You can only load a youProof profile using the login QR code. The only way to view this QR code is by using the youProof app. This behavior is intentional, as it provides a very high level of security.