Troubleshooting and User Support

For all IDEMIA eID Support needs, there is a dedicated support line and website that can help troubleshoot any issues with the eID.

  • Access the IDEMIA eID Support portal 24/7 by visiting:  https://eid-portal.idemia.com – it includes an FAQs page and a Chat feature
  • Speak with a live help desk agent 7 days a week from 8 am – 10 pm ET by calling 844-321-2096.

About the IDEMIA eID

An electronic ID or eID is a digital credential powered by a selfie to prove who you are online. It is the ONLY online ID that ties back to the in-person proofing process when you applied for a driver's license or state ID to prove your identity.

For more information about the IDEMIA eID, click here.

The eID can be used to facilitate secure online transactions like applying online for benefits, securing tax refunds and more. As an Alabama taxpayer, the IDEMIA eID is authenticated by the Alabama Law Enforcement Agency (ALEA) for use in protecting your online Alabama state tax refund. The eID locks down your state tax refund protecting you from fraud and identity theft.
This is a FREE app/service provided to you by the Alabama Department of Revenue to prove you are who you say you are to mitigate tax fraud.
The app is now device agnostic, meaning it works on any smartphone.

In order to enroll and use the eID, you must meet certain eligibility requirements, such as:

  1. You must have a valid and quality-scannable Alabama license or state-issued photo ID card
  2. You must own a smartphone device.
  3. You cannot use a jailbroken/rooted smartphone: this means you cannot use a device where the software has been manipulated to remove the restrictions and limitations imposed by the manufacturer.
Now. You will significantly reduce the chance of having your identity stolen and a false return filed in your name if you enroll in this program today. Whether you are awaiting your refund already, plan to file in the next couple weeks or have an extension to file late this year, your eID will be available to protect your refund.
No. The eID is not a replacement for your driver's license or state issued ID. As of now, the eID can only be used to secure your online state tax refund.
The Alabama Department of Revenue has partnered with IDEMIA to provide this free service to all residents with a smartphone.

IDEMIA, the global leader in Augmented Identity, has the ambition to provide a trusted environment enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect, travel and vote), in the physical as well as digital space.

 

Securing our identity has become mission critical in the world we live in today. By standing for Augmented Identity, we reinvent the way we think, produce, use and protect this asset, whether for individuals or for objects, whenever and wherever security matters. We ensure privacy and trust as well as guarantee secure, authenticated and verifiable transactions for international clients from Financial, Telecom, Identity, Public Security and IoT sectors.

 

With close to $3 billion in revenues and 14,000 employees around the world, IDEMIA serves clients in 180 countries. For more information, head to www.idemia.com. And follow @IdemiaGroup on Twitter.

The company's mission is to simplify, protect and secure the lives of the American people in the U.S.
No. Your personal information will not be used for marketing purposes by IDEMIA or any third-party vendor.
For more information, read the IDEMIA privacy statement here.

SECURITY

Because your identity is verified by Alabama's Law Enforcement Agency, you and only you are able to open the app. Your biometric data, i.e. your photograph or Touch ID, is what you use to unlock the app and access your eID; and the only way to access and respond to notification requests, like the one you will receive from the Alabama Department of Revenue to approve or deny your tax return.
No. The mobile app has built in "liveness testing" technology to protect you against this type of identity theft. Once you open the app and take your photograph or "selfie," you will be prompted to move your head to connect the dots. Please note that once the dot is locked on, you must hold it there until the number changes to a purple check mark and then move onto the next dot. The dot you are supposed to connect to highlights larger than the other dots showing.
If your smartphone is lost or stolen, rest assured that no one will be able to access your eID and approve a tax return. By way of a real-time photograph and biometric technology, only you can access your eID and approve or deny the tax return filed in your name.

ABOUT MY REFUND

Yes, you should be able to. As of right now, there are no plans to discontinue the use of the eID next year to lock down your tax refund in years to come. Over time, your eID will also be accepted on other government and commercial websites.
No. The eID can only be used to securely lock down your Alabama state tax refund.
The IDEMIA eID typically reduces wait times. By registering for and using the eID, the Alabama Department of Revenue (ADOR) can quickly verify who you are and that the tax return filed is legitimate. This allows ADOR to push your tax return ahead of those who haven't used an eID. Last year, ADOR reported that individuals who used an eID received their refunds on average 60 percent faster than those who did not use an eID.
Yes. Your accountant or tax preparer will file your taxes as they normally do. Once your state taxes have been received by the Alabama Department of Revenue, you will receive a notification in the eID app alerting you to safely and securely verify your identity and complete the filing process.
Although you are using the IDEMIA eID to safeguard your Alabama state tax refunds, IDEMIA is not involved with processing your tax return. You should continue to reach out to the Alabama Department of Revenue for all tax return questions.
If you are filing jointly, as long as one of you has an eID, you can act on behalf of both taxpayers. (For example, if you have used the eID to register with the Department of Revenue, but your spouse has not, the joint return is protected by your eID, and you will receive the notification in your eID app to accept or deny the tax return filed.)
Yes, we suggest you download the eID app and register yourself in the Alabama state tax refund protection program. With that eID registered, you will have the ability to quickly approve or deny that tax return for processing.

eID SETUP

To download the eID app, from your iPhone, search for IDEMIA eID in your App Store.

Once you download the app, follow these simple instructions for setting up your eID:

  1. Download the IDEMIA eID app
  2. Enter your phone number
  3. Using the app, take a picture of the front of your driver's license or state ID
  4. Flip your physical ID over and take a picture of the back of it
  5. Using your phone, take a picture (selfie) to verify you match the photo on the physical ID
  6. Finish up the app enrollment process by letting the DMV verify your data through the app
  7. Once you have set up the app on your smartphone, go to My Alabama Taxes and confirm your enrollment with the Alabama Department of Revenue by clicking "Register my eID" and following the instructions
If there is a problem with the download/install process onto your smartphone, please delete the app and re-install.

Here are a few tips to ensure a good capture of your ID card:

  • Photograph your card in an area with good lighting
  • Try to avoid any bright reflections
  • If a glare appears on your card, tilt it slightly to remove the glare
  • Avoid covering up any of the edges of the card
  • Keep the camera steady while taking the picture – often we suggest placing it on a flat surface instead of holding it

This is the trickiest part of registration. We hope you understand this section of registration must keep to a high degree of accuracy to ensure your safety and security. We often encourage people to do the following:

  • Be sure your face is well lit
  • Ensure your background has even lighting
  • Minimize shadows behind your head and also on your face, but also avoid glare
  • Remove any head covering (like a hat or scarf) which might be providing shadows and/or covering part of your eyes
  • Make sure your hair is not covering your eyes
  • Elevate your phone a bit so you are slightly looking up at it
  • Lastly, if your phone is in case that is scratched or dirty where the camera lens is, we suggest cleaning and/or removing the phone from it's case for this portion of registration
The selfie capture will have you move your head to connect the dots. Please note that once you have locked onto that dot, you must hold it there until the number changes to a purple check mark. Then you can move your head to the next dot. The dot you are supposed to connect to next enlarges and the next corresponding number appears in that dot. Once all of your dots are connected, a large checkmark will appear on screen. If you get a red X and fail connecting the dots, please try again. It's important to note that you should keep your phone steady and only move your head to connect the dots.

Using Your eID

No. Once you download and set up your eID, you will complete the enrollment process by going to the Alabama Department of Revenue's website to confirm your identity with your computer, or now you can use your smartphone where you eID app resides.
A QR code stands for a "Quick Response" code. Smartphone cameras can read them lightning-fast to extract information or URLs. You might already have seen them in magazine ads and on signage. In the case of the Alabama eID, once you scan the QR code from any participating website using the eID app on your phone, your eID can privately tell the website who you are and that it's safe to login. This is how you bypass entering those annoying usernames and passwords. And, none of your data leaves the phone until you see a Request Card and approve.
Currently the eID is being used by Alabama to secure state tax refunds.

It might be able to answer this question over the phone. If you cannot call our help desk number at this time, please try the following suggestions:

  • Be sure your face is well lit
  • Ensure your background has even lighting
  • Minimize shadows behind your head and also on your face, but also avoid glare
  • Remove any head covering (like a hat or scarf) which might be providing shadows and/or covering part of your eyes
  • Make sure your hair is not covering your eyes
  • Elevate your phone a bit so you are slightly looking up at it
  • Lastly, if your phone is in case that is scratched or dirty where the camera lens is, we suggest cleaning and/or removing the phone from it's case for this portion of registration