FAQs
Getting started
What is the 1Kosmos app?
1Kosmos is a consumer identity management app that replaces passwords with biometrics, QR codes, and verifiable credentials. It also acts as a digital wallet for storing identity documents and credentials issued by trusted authorities.
How many accounts can I link to one device?
You can link multiple accounts to a single device. The home screen shows all linked accounts and lets you switch between them. Each account has its own OTP and authentication state.
Authentication
Can I still authenticate if I'm offline?
Yes. The Account OTP (visible on the app home screen) works offline. Push notifications require an internet connection, but the Account OTP is always available as a fallback.
What happens after 10 wrong PIN attempts?
On both Android and iOS, 10 consecutive incorrect PIN attempts will automatically reset the app. All accounts and wallet data on the device will be permanently deleted.
Android — PIN or biometric failures count toward the limit.
iOS — Only PIN failures count (biometric checks are validated by the OS).
Make sure to back up your recovery mnemonic before this happens.
What is LiveID and when is it required?
LiveID is a real-time selfie captured by the front camera to confirm liveness — that a real person is present, not a photo or recording. It is required:
Before enrolling your Social Security Number
During high-assurance identity verification flows
For wallet restoration if previously enrolled
Why do I have to authenticate every time I open the app?
Authentication on every app launch protects your accounts and wallet from unauthorized access. You can authenticate using your PIN or biometrics — biometrics are typically faster and recommended.
Biometric authentication keeps failing. What should I do?
Biometric failures usually happen when you use an unregistered finger or face.
Make sure you're using the same fingerprint or face you enrolled with
Clean the sensor or front camera and ensure good lighting for face authentication
If it still fails, use your PIN to log in instead
How do I change my account password from the mobile app?
Prerequisite:
To reset your password using your mobile app, make sure to turn the Enable users to reset password through Mobile App slider ON under Authentication > Reset Password on the AdminX interface.
To reset your account password:
On the home screen of your mobile app, tap Reset Password below the account for which you want to reset the password.
In the Reset Password screen that appears, tap the new password, and then tap OK.
Identity & wallet
What documents can I enroll?
You can enroll:
Driver's License (front + back + selfie)
Passport (with optional RFID verification)
Social Security Number
SSN enrollment requires a LiveID and at least one of Driver's License or Passport to be enrolled first.
What is a recovery mnemonic and why do I need it?
It's a 12-word phrase that acts as the master key to your identity wallet. If you lose your device or reinstall the app, this phrase is the only way to recover your wallet and enrolled identity documents. Save it somewhere safe immediately after setup.
See Backup & recovery for guidance.
What are verifiable credentials?
Verifiable credentials are digital credentials that can be added, presented, and deleted from your 1Kosmos wallet. They are stored on your device and can be shared with relying parties as part of identity verification flows.
What is Identity Assurance Level (IAL)?
IAL is a baseline score reflecting how thoroughly your identity has been verified. It's based on the biometric assets and identity documents you've enrolled. Higher IAL is unlocked as you enroll more assets.
You can check your IAL in the app menu, beneath your User Profile.
Where do I find my 12-word recovery mnemonic in the app?
Your recovery mnemonic is available from the app menu.
Open Menu
Tap Recovery Mnemonic
Tap Next to view those phrases
Save this phrase somewhere safe — it's the only way to recover your wallet and enrolled identity documents.
How do I transfer my account to another device using a QR code?
For steps on how to transfer, see Transfer accounts to a new device
Troubleshooting
I completed onboarding but never received the invite email. What should I do?
If the onboarding invite email doesn't arrive:
Check your spam or junk folder
Confirm the email address on file with your organization is correct
Allow a few minutes for delivery
If it still hasn't arrived, contact your administrator to have them resend the invite.
I'm not receiving push notifications. What should I do?
Check the following:
Notification permissions are enabled for the 1Kosmos app in device settings
Your device has Google Play Services (Android only)
You have an active internet connection
If sideloading the APK on a non-GMS Android device, push notifications are not available — use Workstation OTP instead.
My account shows as orphaned. What does that mean?
An orphaned account appears when an administrator has unlinked your device in the AdminX portal. From app version v1.10.90 onwards, orphaned accounts are automatically removed when the app launches, and you'll be notified.
Contact your administrator to re-onboard.
How do I report an issue or get support?
Tap the help icon at the bottom right of the home screen, or go to Menu → Need help?. Describe your issue, attach up to 3 screenshots, and submit. A support ticket will be created automatically for the 1Kosmos team.
The app is asking me to update — what does that mean?
Starting with v1.20.60, the app has a force upgrade mechanism for security and feature consistency. When triggered:
Tap Update Now to redirect to your app store
Tap Later to defer for 24 hours
Updating is recommended to ensure you have the latest security patches and features.
I lost my device. Can I recover my identity?
Yes — if you saved your 12-word recovery mnemonic.
Install the 1Kosmos app on a new device
Tap Restore on the Welcome screen
Choose Recover Identity Wallet
Enter your 12-word phrase
If you don't have the mnemonic, contact your administrator. They may be able to re-onboard your account, but previously stored credentials and biometric assets cannot be recovered.
Can I uninstall and reinstall the app safely?
Only if you have your 12-word recovery mnemonic saved. Uninstalling permanently deletes all locally stored accounts and wallet data. The mnemonic is the only way to restore them.
How do I enable push notifications on my iPhone?
Push notifications on iOS require permission for the 1Kosmos app.
When you first install and open the app, grant notification permission when prompted
If you previously declined, go to Settings → Notifications → 1Kosmos on your device and enable Allow Notifications
Without this permission, the app can't display push-based authentication requests.
Note: iOS shows the notification permission prompt only once — during the first launch after install. If you dismiss or decline it then, the app won't ask again.
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