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ID-Pal FAQs

Recent Communication to our corporate customers and Retailers regarding Invoices

We have recently sent an email communication (Subject line: GVS Invoicing) regarding the enhanced changes to our invoicing process for our corporate customers and retailers which will modernize the look and feel of our invoices as well as making them even more user friendly.

As noted in that email the format of the invoices and the email address from which they are sent has now changed.  Please note this email communication is valid and if required please whitelist this new email address to ensure it does not go to spam.  As always we appreciate and thank you for your co-operation as we make this enhancement.

Do all One4all Gift Cards need to be activated via the ID-Pal app?

No. Only One4all Chip & PIN Gift Cards and Digital Reloadable Gift Cards over €150 need to be activated using the ID-Pal app. One4all Gift Cards under €150 do not require any activation.

 

How do I download the ID-Pal App?

You will receive a text message with a link to the ID-Pal App. Please follow this link to download the ID-Pal app. To receive a PIN for your One4all card, the app link must be sent by One4all.

 

Why do I need to verify my identity?

One4all is now required by Anti-Money Laundering regulation (5AMLD) to verify the identity of gift card recipients. One4all uses the ID-Pal app to verify the identity of their customers for higher-value gift cards in order to comply with this legislation.

 

What steps do I need to take to activate my One4all Gift Card?

  1. Create a One4all account on one4all.ie

  2. Select Card Activation from the drop-down menu

  3. You will receive a secure link via text message to download the ID-Pal app

  4. Download the app and complete the identity verification process

  5. Once your identity has been approved, a Card Activation PIN is sent to the customer to unlock the funds on your One4all Gift Card 

How do I complete the Identity Verification process?

The process to verify your identity and activate your One4all Gift Card with ID-Pal occurs in a few steps. Follow the instructions to:

  1. Capture your Identity Document

  2. Complete a Liveness Test (place your face within the frame on camera)

  3. Confirm your Personal Information is correct

  4. Submit

Watch this video for guidance on the steps above:

Why haven’t I received a text message to download the app?

Check that the number registered to your One4all Account is correct and try to send the link to yourself again. If you still haven’t received the link after carrying out these steps, please contact custserv@one4all.ie and our customer service team will arrange for a new download link be sent out via SMS. 

 

How do I get a new ID-Pal app link?

If you need a new ID-Pal app link to be sent to you, please contact custserv@one4all.ie and our customer service team will assist you.  

 

Why hasn’t my card been activated following my ID-Pal submission?

Please note that it can take up to 24 hours for your submission to be processed. After 24 hours have elapsed, check to see if you have received a text from One4all requesting a new ID-Pal submission. Please follow the instructions in the text in this case.

If you still have not heard from us after 24 hours, please contact custserv@one4all.ie and our customer service team will assist you.

 

Why can’t I get past the Identity Document or Liveness Test (Selfie)?

While we have over 99.9% device stability sometimes individual devices may have difficulties, which include:

  • Capturing may be difficult with lower-end devices due to camera resolution

  • Dirty or oily camera lenses may make blur/glare hard to avoid.

  • Device damage such as normal ageing, wear and tear, and faulty parts. 

Following these steps, in order, will ensure you can resolve your difficulties in the shortest time possible:

  1. If you already have the ID-Pal app installed on your phone, please delete it.

  2. Restart your device.

  3. Clean your camera lenses on the front and back of your device.

  4. Click on the link via the text you received from One4all to re-install the ID-Pal app.

  5. When capturing your Identity Document/Liveness Test:

    • Avoid overhead lights to reduce glare.

    • Place your ID on a high contrast background (a different, solid colour).

    • If the auto-capture isn’t capturing your document, wait a few seconds and you will be offered a manual capture option.

    • If capturing manually as above, fill as much of the screen with the ID card as possible without cutting it off as this will help with lower resolution cameras.

  6. If the above doesn’t work, please forward the link to a different device, and try again from that device as your problems may be related to device damage.

 

Why haven’t I received my One4all card activation PIN?

As a result of heavy customer volumes, there can be delays in issuing your PIN. If you completed your submission over 24 hours ago, check that we have not texted you and requested a new ID-Pal submission. Please follow the instructions in the text in this case

For Privacy Policy information please visit https://www.one4all.ie/privacy-policy-cookie-restriction-mode

Are you a UK customer?

Visit our UK ID-Pal FAQs page. Get in touch with the UK One4all customer service team at custserv@one4all.com.