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Support

Fill out the form, or contact us via the information below

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FAQ

The 365id Scanner lacks power.

Ensure your outlet works and connect the power adaptor again.

Ensure the power adaptor is properly connected to the bottom of the 365id Scanner.

If you have more than one 365id Scanner, try switching the power cable from one device to another in order to establish where the problem lies. 

NOTE: Do not use any power cable(s) other than the one(s) provided to you by 365id due to warranty matters. 

  • Make sure you have unrestricted access to the Internet, e.g. no extra login screens. If unsure, please contact our support or your IT department. 
  • Do you have a green and yellow light next to the network cable connection on the bottom of the scanner
  • Have you tried to use another network cable and a different port in your router?
  • Have you tried to restart your internet router or other network device?
  • Do you have the possibility to try the scanner in an alternative network?
  • Make sure you have unrestricted access to the Internet, e.g. no extra login screens. If unsure, please contact our support or your IT department. 
  • Do you have 5GHz- if yes, the scanner will NOT be able to connect to your device. You need to have 2.4Hz to be able to connect your device. 
  • Have you made any changes in your wireless network lately?
  • Double check your WIFI name/SSID and password. The lower and upper case must be consistent.
  • Can other devices be connected to your Wi-Fi? 
  • Try connecting to Wi-Fi through your phone 

The white indicator is lit up for more than five seconds

The 365id Scanner’s Internet connection is slow.

Contact your internet supplier or IT department.

The white indicator is lit up for about one minute, and then the 365id Scanner restarts.

The 365id Scanner requires a faster Internet connection to ensure proper functionality.

Contact your internet supplier or IT department.

Ensure that there are no forgotten documents or other objects in your 365id Scanner.

To remove an object that’s been stuck in your 365id Scanner try to pry it out from the bottom of the scanner using a thin object such as a penknife.
NOTE: Do not try to open the 365id Scanner.

Each 365id Scanner has its own MAC address, and your IT department/internet provider might need to whitelist (authorize) it in the network in order to make it work.

If you need to find out your 365id Scanner’s MAC address, email our support and enter your scanner’s serial number (S/N) located on the underside of your scanner.

The document has been verified in the system and is determined to be authentic.

The system was unable to verify the document.

A yellow result may be due to the document being unknown, wrong side scanned, dirty, broken, have too poor security features for authentication or an unknown forgery.

Clean the document and scan it again to verify the result.

Document has been verified in the system, and is determined to be invalid.

A red result can be due to the document being expired, dirty, broken, modified, or forged.

Clean the document and scan it again to verify the result.

Remove any dirt, tape, or stickers from the document. 

The system was unable to read the expiration date on the document. Check the expiration date manually and if it is okay you can proceed.

The expiration date has passed. Please check the expiration date manually.

Ensure that there are no forgotten documents or other objects in your 365id Scanner. To remove an object that’s been stuck in your 365id Scanner try to pry it out from the bottom of the scanner using a thin object such as a penknife. NOTE: Do not try to open the 365id Scanner.

You need an active 365id agreement and provide us with your email and mobile phone number to receive an invite.

NOTE! Manager access in the 365id Portal is required for this functionality.

Step 1

In the 365id Portal select the location to be updated.

  1. Click “Locations”
  2. Select the location you want to update
  3. Click ”Network settings”

Step 2

  1. Select the preferred network model
  2. Insert the network parameters. NOTE: the fields are case sensitve so make sure you are exact when entering your details
  3. Click “Save”
 
Step 3

Follow the instructions in your received PDF file

Step 1
In the 365id Portal, select the scanner for which an instruction is preferred

  1. Click “365id Scanners”
  2. Select your location
  3. Select the scanner
  4. Click “Settings QR Code”

Step 2
Select how the instruction shall be delivered

Download manual
  • Check that the image on the document is matching the customers face
  • Check that the document is clean, if not clean the document
  • Check that the document is free from stickers or tape
  • Check that the document is not damage or broken

Ensure your scanner isn’t placed under any strong lights or is exposed to direct sunlight. Intense light can negatively affect the scanning process and thus affect the result of the scan.

Support

Ask us a question or describe your case below and we’ll help you as soon as we can.

Download documents

TitleDocument TypeSegmentLanguageDownload
365id Scan Notifier ManualManualProductENDownload
365id Scan NotifierSoftwareProductENDownload
365id Scanner ManualUser manualScannerENDownload
Change Scanner Network SettingsInstructionPortalENDownload
Move Scanner LocationInstructionPortalENDownload
Integration Manual MEWS 2024ManualIntegrationENDownload
Integration Manual WheelsysManualIntegrationENDownload
365id Information FlyerFlyerInformationENDownload
365id Scanner 2.1 Technical SpecificationSpecification SheetENDownload
Document HolderManualScannerENDownload

Support

support@365id.com

+46 10-12 21 999

+1 (888) 777 0750

Address

365id AB

Karlsrovagen 77
302 41 Halmstad, Sweden