An Indian professional finds guidance while working at her laptop
HELP CENTER

Get from question
to next step.

Find quick answers, step-by-step guides and helpful resources to make the most of ID Secure.

START WITH A TOPIC

What can we help you with?

Illustration of a document moving from a camera capture frame to structured results
YOUR FIRST CAPTURE

A smoother scan,
one step at a time.

Use a document you are authorized to process. Good framing and clear guidance make the review easier.

Open Document Lab
  1. 01

    Prepare your setup

    Use a maintained browser, clean camera lens and even lighting. Activate the product plan evaluation you want to test.

  2. 02

    Start with permission

    Select Start camera and allow access for this site. Remote capture requires HTTPS.

  3. 03

    Hold the front clearly

    Keep the whole document visible and steady. Once the image is captured, wait while reading finishes.

  4. 04

    Choose the second side

    Once the front is read, turn the same document over. Select Scan back when the back is ready. Keep the requested side in view.

  5. 05

    Review before relying

    Check every extracted detail against the document. Use the rescan action if content is incomplete or incorrect.

THE ANSWER LIBRARY

Find the guidance you need.

Browse by topic or search the complete answer library. Detailed developer guides are linked from relevant answers.

11 answers across 6 topics

Getting started

How do I get started?

Register your organization, confirm your email and wait for administrator approval. Then sign in and choose an available product plan.

Documentation (registered users)
Can I explore without a real document?

Document Lab includes a clearly labelled fictional sample. Use authorized documents when you are ready to test actual capture.

Open Document Lab

Camera and capture

How do I scan both sides?

Start a new scan, present the front and follow the on-screen prompt to turn the same card over. Review both sides before using the results.

Capture help (registered users)
What if the image is unclear?

Keep the complete document visible and steady. Reduce glare, adjust the lighting and rescan the affected side when prompted.

Capture guidance (registered users)

Results and review

Does a completed scan prove the document is genuine?

No. Reading document information does not establish authenticity. Review the displayed assessment and seek further review for unavailable, incomplete or inconclusive results.

Product capabilities
What if values are missing or incorrect?

Compare each value with the original document. Rescan unclear information and do not rely on incomplete results.

Review guidance (registered users)

Account and team

Why must I sign in to read documentation?

Documentation is for registered users. Sign in with your approved account to access general product guidance and your organization workspace.

Sign in
How do I recover my account?

Choose Forgot password and follow the instructions sent to your registered email. Contact Support if you need further assistance.

Recover access

Product guidance

Where can I find product guidance?

Documentation is for registered users and covers product use, account access, capture and result review. Contact CEBS about your organization requirements.

Documentation (registered users)

Trials and purchasing

What happens when my trial expires?

Scanning stops when your customer license expires. Review upgrade options in License Management or ask your administrator about an extension.

License Management
How do I choose a product plan?

Compare the available capabilities, hosting options and usage plans. Contact CEBS if your organization needs assistance.

Compare plans
MAKE SUPPORT MORE EFFECTIVE

A useful request starts with safe details.

Help us reproduce the issue while keeping identity data and account secrets out of ordinary support text.

Contact support →
European and Arab support colleagues collaborate at a laptop
What should I include in a support request?

Include the technical context

  • Contact Support for product assistance.
  • Device, operating system and browser.
  • The step you reached and any error code.
  • What you expected and what happened.
  • An existing request reference, if relevant.

Keep sensitive information private

  • Do not paste document images or extracted content.
  • Do not share passwords, sign-in codes or reset links.
  • Remove tokens and personal information from URLs.
  • Ask for an approved secure process before sharing sensitive evidence.
  • Use fictional samples when they reproduce a software issue.
YOUR NEXT STEP

Dive deeper with our resources.

Check service availability, work through a guide or open a request in your workspace.

QUICK NAVIGATION

Where would you like to go?

Search page titles and menu descriptions. Your search stays in this browser.

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