Frequently Asked Questions

The portal monitor compliance, notes, documents, tasks, deadlines, and all other activities related to the customer compliance.   Clients can quickly monitor compliance and send reminders to non-compliance users to take action.  For auditing purposes, the portal is a great tool for providing detailed activity logs.

The Analytics Portal is part of the ID37 solution, however, customizations are not included.

NovuGens can host the Analytics Portal or the client may want to host the portal within their own AWS or Azure environment

For redundancy, we require at least 2 AWS servers with enough capacity based on the number of customers.   Less than 100K customers can be managed with 2 servers, however, anything beyond 100K customers, the resources will need to be reviewed and managed more carefully.

Enrollment captures a biometric template of your face while Proof of Life utilizes the template captured during enrollment to validate you are who you are and ensures you Blink to prove liveliness

Yes, if the option is enabled by your Pension Team, the option will to enroll will be available

Your voice enrollment will need to be validated before it is used for Proof of Life.

The selfie and liveliness biometrics and pictures captures via the mobile device are compared against images stored with your pension fund to ensure they match

Yes, biometrics from an image stored by the pension fund are then compared with the image of the selfie and liveliness.  The biometric templates are compared and scored.

If the images do not match, a pension officer will contact you to further review

People’s unique physical and/or behavioral characteristics.

Biometrics along with Liveliness attestation – Blink or Shaking of the head – confirm that you are alive anywhere in the World

Once your Digital Proof of Life is completed, you will receive an email confirmation and it is also registered in the mobile app and pension portal

No, you can provide your Digital Proof of Life via Liveliness or Voice once it has been confirmed.

A digital way of providing or attesting that you are still alive via a mobile device instead of paper.

Yes.  You will first need to enroll your voice and subsequently can be used as “Digital Proof of Life”

A DPoL or Digital Proof of Life is a required by your Pension Fund

Because it is easier to do Digital Proof of Life rather than a paper process

No, the enrollment and Digital Proof of Life must be done by the retiree

The vendor that offers the Proof of Life Solution.

Digital Proof of Life is a requirement by your Pension Team in order to keep your benefits active.

All active retirees who are currently receiving benefits.

Not yet, however, we will soon provide the ability to add, edit and update beneficiaries.  No more forms to complete

As many as needed, you will also be able to assign percentages to all of your beneficiaries

Not yet, we will provide the ability to upload a doctor’s letter or power of attorney

You can get get help from other people, however, the retiree must complete the selfie and liveliness or voice

The custodian information is extremely important to have in the system.

If you are removed from the pension fund for one reason or another, your data can be archived or permanently deleted based on your data retention policies

A beneficiary is a person who continues to receive some or part of my pension benefits after my death.  The beneficiary could receive 100% of the applicable benefits or a percentage indicated by the retiree prior to death

A custodian could be a relative, doctor, attorney or someone named as a custodian via a Power of Attorney or doctor’s letter

No. Once you download the mobile app, you can enroll your biometrics and then provide a Proof of Life in seconds

Once the mobile app captures your Proof of Life, the certification and transaction are immediately registered in a Pension Portal

After downloading the mobile application, start your enrollment process.

During enrollment, you are asked to register your face print via a selfie-and liveliness

The enrollment process should take 3-5 minutes

During enrollment, you will be asked to take a selfie or a picture of yourself.  The picture will be captured and converted into a biometric template

During enrollment, you will be asked to take a self image and you will be asked to BLINK your eyes.

The mobile application captures a biometric print of your face and requires you to blink to ensure you are a live person

The email address enter to start your enrollment must match with the one registered with the Pension fund

The mobile application checks to ensure the email address is registered with the Pension fund.  It then sends an email with a verification code.

You will need to have access to your email account.  The mobile app sends a verification code to the email address provided.

The verification code will expire after 3 minutes, however, you can request a new code from the mobile app as needed.

You can copy the code from the email and paste it in the Proof of Life application.  Or, you can enter the 8 digits one by one.

You must then contact your Pension Officer to ensure that you are properly registered to use this mobile application

You will not be able to continue to use the application if you do not accept.

It certainly makes it easier to complete rather than filling out a paper form and notarizing it.

After completing your enrollment, you will be asked to provide a Proof of Life certification by logging into the mobile app using Liveliness.

After your Proof of Life is completed, you will receive a confirmation email for your records

Yes, you can easily review all of your Proof of Life certificates in the History section of the mobile application

Yes.  The support section of the mobile app provides you with multiple ways to get support – chart, phone, email or submit a request.

Yes, the mobile application can be used from most Android and iPhone devices

Yes, we would like to know if your enrollment process went well and it helps us improve the process

You must enroll once again on the new phone in order to use.

You must enroll again in order to regenerate  all of the security keys stored on your device

No, you must have a working camera and microphone on your phone in order for the mobile app to work properly

You must have an internet connection in order to complete enrollment or provide Proof of Life

Yes, however, cellular data rates may apply.  Review your providers agreement and data cost rates.

Yes, but we do not recommend it given that the internet connection might be compromised.

Not all phones have FaceID.  Selfie and liveliness works with most phones that have a camera and mic .

If all of the personal information is correct, you do not have to update your personal information

Yes.  Once enrolled, you will be able to login and update your profile information.

If all is incorrect, then take some time during the enrollment to update with the correct information

No, your personal information is stored within the Pension Portal which is hosted by your Pension Administrator.

Yes, you can edit your personal information anytime after enrollment.

No, you can enroll anytime, anywhere.  You need access to a wireless or cellular connection.

Yes, the entire enrollment process includes both Selfie and Liveliness.

The RED frame indicates that your face is NOT CENTERED.  Your face must be in the middle of the frame.

The GREEN frame indicates that you are ready to take a selfie or liveliness

You cannot change your passcode at this time but this is a new feature we are working on.

Yes, however, passcode is not considered a Proof of Life option.  Only Liveliness and Voice are considered Proof of Life.

Yes, enrollment takes 3-5 minutes so it is best if you complete all steps at one time.

No, you are only required to complete Selfie and Liveliness

No, FaceID can be used to login to the app for convenience but not as Proof of Liveliness

At least once a year, please confirm with your pension officer

No, you must provide liveliness or voice (voice must be enrolled and validated)

The mobile application is designed to allow you to provide your required proof of life by using your biometrics

Interactive Voice Recognition.  This simply means that you call a local phone number from any phone in order to provide your initial voice print.

If you or someone you know needs to provide a proof of life and does not have a smart phone, they can use IVR to provide a voice print.

ID37 is a solution that leverages Biometrics, Analytics and Mobile to deliver a scalable, robust and secure solution that can be utilize in a variety of use cases

ID37 biometrics capabilities are mainly available via the mobile application, however, we can work with specific clients needs to enable the same functionality via a web browser

The mobile application is part of the entire ID37 solution

License fees are based on the biometrics capabilities implemented and new features required for the mobile app and analytics portal which are not already part of the core offering.

Please use this link to Schedule a Product Demo

Use the cancel/reschedule link available on the calendar invite to cancel/reschedule the demo

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All data is encrypted in transit and while on the biometrics server which is highly secured and restricted

The service hosted by your pension administration company which has the technology to allow you to enroll and validate your face against the enrolled biometrics

You and the Pension Administration team.

We comply with GDPR to ensure your personal data collection and processing is protected, as well as transaction privacy, anonymous PII, and EU standards of data protection.

FIDO stands for Fast Identity Online which aims at standardizing security across all devices

You must enroll and then provide a Digital Proof of Life

Contact your pension officer but your benefits could be interrupted

Compliance must be submitted at least once a year or as often as the Pension Team requires.

ID37 utilizes FIDO protocols and encryption to safely store personal biometric data

We rely on the most stringent security standards to ensure that data is secure via all communication points.   Data is secured at each end and during transmission.

Your data is always safe and secure.  All biometrics data is safely stored within the biometrics server via a hardware or software encryption.

Each client has its own instance of a Biometrics server, Analytics Portal and Mobile applications so no data is shared.  Data is accessible only by those whom you grant access to.

We are continuously looking to implement the most secure and reliable protocols in order to ensure data protection at all levels.

Whether is regulatory or financial compliance, we will work with our individual client needs to ensure a solution meets and exceeds their requirements

We work with clients to determine the best course of action and assist in developing an execution plan for testing and implementation