Help Desk
Now shipping App Version 6.1.4, build 149
Page last revised on: January 6, 2025
Introductions
By way of introduction, the purpose of this help desk is to aid AffirmedID app users. AffirmedID’s identity cloud services licensees should contact their CSS representative when help is needed.
This help desk is not to be confused with those of service providers. We are here to help with using the AffirmedID app. Help with service provider questions should be directed to the service provider.
Getting started?
Do you need to download the app, we have documents for doing that:
If its installation and registration you need help with, we have documents for that too.
First time user?
First time users of AffirmedID may find the process of authentication has changed. Particularly when transitioning from password use.
As a password user, authentication consists of entering a username and a password as something you know theoretically proving your identity. Of course, we now know how easy it is for others to assume that identity. That is the past, the password is extinct, authentication has forever changed.
Those currently using Passwordless Push, FIDO2, Passkey, or other new age technologies will also find the evolution of authentication has moved on.
Now, to log in, enter a username as before, notice no password, and then shift focus to an authenticator device. With it, you must perform a gesture by tapping a real or virtual screen button. This is true for Passwordless Push, FIDO2, Passkey, and AffirmedID. This proves device possession. The gesture also suggests you are human. This concludes authentication for Passwordless Push, FIDO2, and Passkey users.
AffirmedID continues adding a PIN requirement confirming user knowledge of something no one else knows. It also transparently adds learned biometrics from device gestures confirming you are a distinct person.
Cut to the chase!
The step-by-step summary of the AffirmedID authentication process begins with your username which is your AffirmedID account email address:
- While logging in, provide your username and begin the sign-in process.
- On your cell phone, select AffirmedID and enter your PIN.
- A moment later a notification appears in the app. Tap Accept to complete the log in.
- A moment later you are logged into the device, then proceed as usual.
A more detailed explanation of the AffirmedID process is found here (TBA).
Support Services
There are multiple methods to seek assistance or ask a question. The preferred method to contact the help desk is through the Support Ticket system. It provides tracking for both you and help desk personnel to ensure nothing slips through the cracks. Accepting there are times when the ticket system is inconvenient or impossible, two other methods are provided.
The next preferred method to contact the help desk is by filling out and submitting the form on the right or below. All fields are required. Method indicates the preferred method of responding.
Finally, if you are unable to use either a ticket or this form then an email sent to Support@AffirmedIdentity.com will work. Make sure to include all the information indicated in the form. Every reasonable effort will be made to respond to email requests. Help desk attention is assigned as a priority to either of the other methods.