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Frequently Asked Questions

Do I need an Internet connection to use Authenticate?
You will need to have access to the cloud, either via WiFi or your cellular service in order to use Authenticate’s biometric authentication.
Why can't I register after downloading Authenticate?
In order for Authenticate to work on your device, you will first need to be registered with a company that has integrated Authenticate’s biometric verification app into its security process. The company will then notify its customers how to proceed with the registration and enrollment process.
Why do I get an error when doing face verification?
In order for the facial mapping to work it needs to get a clear picture of your face. It will not work if you are wearing glasses, or in a dimly lit area. Try finding a well lit location with minimal background distractions (such as a blank wall), remove your glasses and try again.
Do I need to check messages inside Authenticate to see my alerts?
Unless you have disabled notifications, Authenticate will alert you when a identity request is made. Clicking on the alert will launch Authenticate and allow you to Verify or Cancel the request. If you have notifications disabled, or have received multiple notifications, you can select Check Messages from inside the App to see any active messages.

Authenticate Installation & Configuration Videos

  • These Authenticate videos guides are designed to help you get up and running as soon as possible.
  • Authenticate will only work if you’ve already received your User ID from your employer or system administrator.


1. Application Installation

Imageware’s CTO David Harding guides you through the simple process of quickly installing Authenticate on your mobile device in this easy-to-follow tutorial video.

Step By Step

  1. Open the App Store for iPhone or Android and search for keyword “Authenticate”
  2. Select a Authenticate App based on your region (this optimizes Authenticate for your location)
  3. After installation, open Authenticate.
  4. Allow Authenticate to send you notifications.
2. User Registration

In this section, you’ll be guided through the process of User Registration using Authenticate on your mobile device.

Step By Step

  1. Open Authenticate on your mobile device.
  2. Enter your User ID and tap the ‘Submit‘ button
  3. Check your email for a confirmation message, and tap the ‘I Agree‘ button
  4. In the Authenticate app, tap the ‘Continue‘ button, and then the ‘Close’ button.
3. Biometric Enrollment: Face

With this easy-to-understand video tutorial on face enrollment, using Authenticate on your mobile device for biometric authentication is faster than ever.

Step By Step

  1. Tap the ‘Start’ button in Authenticate.
  2. Tap ‘Begin‘ button and follow onscreen instructions.
  3. Tap ‘Close‘ button.
  4. If you need additional help, click ‘Tutorial‘ button.
4. Voice Authentication

With this step-by- step video tutorial on voice authentication, using Authenticate on your mobile device and your own voice to biometrically authenticate is easier than ever before.

Step By Step

  1. Open Authenticate on your mobile device when you get an notification alert.
  2. Tap on the ‘Voice‘ icon/button
  3. Follow the in-app prompts.
5. Simultaneous Face & Voice Authentication

Imageware’s CTO David Harding guides you through authentication using multiple biometrics; in this case, simultaneous face and voice authentication using Authenticate on your mobile device.

Step By Step

  1. Open Authenticate on your mobile device when you get an notification alert.
  2. Tap on the ‘VoiceFace‘ icon/button
  3. Follow in-app prompts.