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Frequently Asked Questions

I don’t have a user account. How do I get started?

You can onboard the account into your Mobile app using one of the following methods:

  • Use the Mobile app to scan the QR code present in the email invite received from your community administrator.

    or

  • Tap the Register for Passwordless Authentication link in the email invite and follow the steps mentioned in the screen.

For more information, see the Onboarding Accounts section in the 1Kosmos Mobile Application User Guide.

How do I know if I’ve successfully onboarded an account?

Perform the following steps:

  1. Launch the 1Kosmos app.

  2. You can verify if the account is onboarded using one of the following methods:

    a. Tap the hamburger menu on the top right corner of the app.

    b. In the profile picture section, view the number of accounts. If you see 0 accounts, it means you have not onboarded any account.

    or

    On the Home screen, the My Accounts section displays the number of accounts that have been onboarded by the user.

I have enrolled my biometrics on my mobile device, but I am unable to use them in the 1Kosmos Mobile app.

To enroll your biometric with the Mobile app, follow these steps:

  1. Launch your Mobile app.
  2. Tap the hamburger menu on the top right corner of the app.
  3. Tap My Identity.
  4. Under the Biometrics section, tap the + icon against Touch ID / Face ID.
  5. The Biometric authentication pop-up appears asking the user if they want to enable biometric authentication. The user is then prompted to touch the finger print sensor.
  6. Tap the power button using the same finger that was registered for biometrics. Once done, the biometric data will be enrolled successfully.
I'm not receiving push notifications from the Mobile app. What could be the reason?

There could be several reasons why you may not be receiving push notifications. Check the following:

  • Notification settings: Ensure that notifications are enabled for the Mobile app in your device's settings.
  • Onboarding Accounts: Make sure you have onboarded at least one account to your Mobile app and are sending push notifications from that account on the UI.
  • App updates: Check if the app needs to be updated, as updates can resolve notification issues.
  • Do Not Disturb (DND) mode: Ensure DND mode is not enabled, which might silence notifications.
  • Power saving mode: Disable power saving mode or adjust its settings to allow notifications.
  • Internet connectivity: Verify that your device has a stable internet connection.
  • Firewall or antivirus software: Check if firewall or antivirus software is blocking notifications.
How do I log in using a QR code?

  1. Open the application where you want to log in using a QR code.
  2. Ensure the QR code is visible on the screen.
  3. Launch the 1Kosmos mobile app.
  4. On the home screen, tap Scan QR Code.
  5. A consent screen will appear, asking Did you just try to sign in?.
  6. Tap Yes, it’s me to confirm.

You will then be successfully logged into the application.

How do I remove my account?

To remove the user accounts, follow these steps:

  1. On the home page, tap the account that you wish to remove.

  2. Tap Remove Account under the desired user account. The Confirmation pop-up window is displayed with Are you sure you want to remove account?

  3. Tap yes.

How do I reset my password?

To reset an account password, follow these steps:

  1. Launch the 1Kosmos app.

  2. On the Home page, tap the account for which you want to reset the password, then tap Reset Password.

  3. Enter a new password. After confirming the password, tap Ok.

  4. Authenticate the request using your configured authentication method.

  5. After authentication, the screen will display a confirmation message that your password was successfully reset:

    Thank You! The password reset was successful.

I was using the mobile app on Device A, but now that I've installed it on Device B, I can't see the accounts from Device A. How can I restore them?

To restore the account details, follow these steps on Device A:

  1. Launch the 1Kosmos mobile app on Device A.

  2. Tap the hamburger menu on the top right corner of the app.

  3. Tap Restore on new device.

  4. Tap Continue until you see the QR code.

  5. Install and launch the 1Kosmos app on Device B.

  6. On Device B, in the Welcome screen, tap the Restore link present below the Continue button at the bottom of the screen.

  7. In the Restore Account screen that is displayed, tap one of the following options to restore your account. The following options are displayed:

    • Recover Identity Wallet - Tap this option to recover identity documents in your wallet.
    • Restore Identity Wallets & Accounts - Tap this option to restore identity documents and accounts from another device.

  8. a. If you had tapped the Recover Identity Wallet option, you will have to enter the 12 words-phrase to restore your account and then tap the Restore Account button.

    b. If you had tapped the Restore Identity Wallet & Accounts option, you have to scan the QR code presented on the old device under the Menu > Restore on new device option to restore identity documents and other valid accounts.

  9. a. If you are using the Recover Identity Wallet option, click Restore Account.

    b. If you are using the Restore Identity Wallet & Accounts option, the device becomes ready for scanning the QR code from the old device.

  10. Once the QR code scanning is complete, the Verify LiveID screen is displayed and a confirmation pop-up window asks Allow 1Kosmos to take pictures and record video?.

  11. Once the front camera opens, tap the Capture button to verify the LiveID.

  12. In the Verify PIN screen that appears, enter the PIN that has been set in the beginning. The screen displays a message that the wallet has been restored. Click Finish.

1Kosmos App Scan QR screen shows a white screen when launched.

This issue may be caused by missing or incorrectly granted camera permissions. You can try disabling and re-enabling the camera permission for the app.

On iOS:

  1. Open the Settings app on your device.
  2. Scroll down and select the 1Kosmos App.
  3. Tap on Camera.
  4. Toggle the permission Off, wait a few seconds, then toggle it On again.
  5. Relaunch the 1Kosmos App and try scanning the QR code.

On Android:

  1. Open the Settings app on your device.
  2. Go to Apps or Apps & notifications (depending on device).
  3. Find and select the 1Kosmos App.
  4. Tap on Permissions > Camera.
  5. Toggle the permission Deny/Off, then re-enable by toggling Allow/On.
  6. Relaunch the 1Kosmos App and try scanning the QR code.
note

If the issue persists despite following the above steps, it is recommended to restart your device.