• Your ID document or driver’s license has been issued by WV DMV
• You are using your most recently-issued ID document or driver’s license by WV DMV, and it is currently valid
• Make sure there is no wear, damage, or scratch marks on either side of your ID
  
• Ensure the ID is placed on a dark flat surface and good lighting in the room

• Android Users: Android Version 10 or newer
• iOS Users: iOS 13 or newer (iPhone 6 will NOT work)

• Commercial Driver License (CDL)
• Commercial Learner’s Permit
• Driver License
• Identification Card (ID)
• Instruction Permit (Learner’s permit)
• Minor Driver License
• Minor Graduated Driver License (Intermediate)
• Minor Graduated Instruction Permit
  
• Minor Identification Card
• Minor Instruction Permit

• Permit, ID or License without an expiration date
• Expired Permit, ID or License
• Documents that are no longer valid because a new document has been issued
• Military ID
  
• Passport
  
• Other immigration docs including I-551 (permanent resident card), I-766 (temporary work permit) or I-20 (student visa)
  
• Tribal-issued ID

• Please refer to WV DMV page: West Virginia DMV​
  

• You need to contact the local DMV before enrolling in the Mobile ID app
• Expired Permit, ID or License or incorrect information on a Credential may result in an error, particularly if you are not using your most recently issued credential.
  

• You need to contact the WV DMV to order a replacement before enrolling in the Mobile ID app.

• You need to contact the WV DMV before enrolling in the Mobile ID app.
  

• Use your most recently issued ID.
  
• Make sure there is no wear, damage, or scratch marks on either side of your ID
• Ensure your ID is valid
  
• Ensure the ID is placed on a dark flat surface and good lighting in the room
  

• Place the ID on a dark flat surface.
  

• You are not using your most recently issued ID.
• Your current WV ID is inactive, including expired.
  
• Some information on your ID is incorrect or out of date.

• Make sure you are in a well-lit area, not backlit by a window or strong light, and in front of a neutral or plain backdrop such as a single-color wall.
• It may be easier if you prop the phone up, lean it against something on either a table, counter or bookshelf making sure it is eye-level to you.
• Hold the phone approximately 16 inches from your face. Not quite arm’s length. Do not fully extend your arms.  Keep your elbows slightly bent, in a comfortable position with the phone held up at face level.
• If you are wearing glasses, please take them off and re-attempt the selfie.
• If the selfie times out, you may have taken too long. Please re-start the selfie.
  
• Breathe normally.  Do not hold your breath. Relax and move your face, not the phone.

• Make sure you delete all previous texts received from the app off your phone before requesting a new text with link to be sent.
• (ANDROID USERS ONLY) Check your Android settings as described below in the ‘ERROR: “This site can’t be reached” message on Android when confirming phone number’ topic.
• You selected “Don’t Allow” when prompted to give the app access to camera. Instead, please make sure that you consent and acknowledge reading the terms of use, security policy, provide access to the camera and accept app notifications. You must select OK from the permission pop-up or you will not be able to use the app.
• You did not receive a confirmation SMS text message because SMS text has not been set up with your service provider. The app requires you to receive confirmation and URL via SMS text. You will need to reach out to your service provider to verify you can receive SMS text messages.
• You are copying the URL in the text message into a browser. Instead, you must click on the link in the most recent text message so that it opens in the app. If you have tried requesting the setup SMS text several times, it will be the one at the bottom of the list.

• This could be the result of a poor selfie or selfie capture issue, see error: Issues with capturing selfie.
• Double-check to see if your WV ID is valid. Expired Permit, ID or License are not accepted.
  
• This could be a connection issue. If the images you have captured cannot be synced with the server, try the following:
• Turn off Wi-Fi and try enrolling via cellular data or try using Wi-Fi if it is failing on cellular.
• Uninstall the app and start over.
  

• This could be the result of a poor selfie or selfie capture issue, see error: Issues with capturing selfie.
• Double-check to see if your WV ID is valid. An expired ID is not accepted.
• This could be a connection issue. If the images you have captured cannot be synced with the server, try the following:
• Turn off Wi-Fi and try enrolling via cellular data or try using Wi-Fi if it is failing on cellular.
• Uninstall the app and start over. 

• Turn off Wi-Fi and try enrolling via cellular data.
• Try using Wi-Fi if is failing on cellular.
• Try again later.

• Please make sure you have full signal on Wi-Fi. If getting an error switch to cell data making sure you have at least 3 bars
  

• This could be the result of a poor selfie or selfie capture issue, see error: Issues with capturing selfie.
• Please check if your WV ID is expired.

1. ​1. Please delete all texts received from the Mobile ID ap​​​p
   

2. On the device running Android 12, open “Settings“

3. In the “Search” field at the top, search for the Mobile ID App and click on it when found (or click on “Apps”, then find the Mobile ID app and click on it)

4. Click on “Set as default“

5. Turn on the “Open supported links” button

6. A pop-up will display t​wo domain names with check boxes:

1. eidapp.idemia.com
1. mid.idemia.com

7. Check both check boxes

8. If the app is still open, close and reopen it so that it prompts you to enter your phone number again

9. Enter your phone number to receive a new SMS with an OTP code

10. Clicking the OTP link in the new SMS message should now work and open in the Mobile ID app

11. If the app still doesn’t open, please reboot your Android device and try registering again with your phone number to obtain a fresh SMS

Note: Please make sure you have the latest version of the Mobile ID App installed on your device.

• Open Android settings
• Select Apps & notifications.
• Scroll down and tap on Advanced to expand it.
• Scroll down and select Default apps.
  
• Open the section called Opening links.
  
• Look for the default browser you are using. This is most likely Chrome.
  
• Change Chrome settings:
• Tap on Chrome and tap Clear defaults.
• Go back to Opening links.
• Make Mobile ID Your Default app for opening Mobile ID links:
• In the Opening links screen, select your Mobile ID app.
• Tap Open supported links and select Open in this app.
  

• You have upgraded to a newer phone, or,
• You are troubleshooting an issue if you have recently upgraded your credential.

• At the bottom of the mID main screen, choose the ooo More icon.
  
• Then choose unenroll from this device, then select ‘unenroll’.
• Once you have done this, you simply need to download the app on the device you want to use and restart the enrollment process.