Frequently Asked Questions
Q: I downloaded the app and it won't let me log in. What is wrong?
If you are an active IDLife user, simply enter the same username and password to log in to the app.
If you are still unable to login afterward, contact our support line at 800.794.8158 or email email@example.com
Q: I added a new contact into my device and they are not showing up in IDLife. What should I do to get them in the mobile app?
To sync your device's contacts with IDLife, you'll need to do a 'pull-to-refresh' on the contacts screen. To do this, simply drag the contacts page down and let go; this will refresh your contacts and pull any new contacts into the app. If you find this does not work, you can refresh the app by going to SETTINGS > CLEAR CACHE at the bottom of the settings page, and then log back in.
Q: How do I access new and updated tools in the app?
Simply pull-to-refresh on the tools screen. To do this, drag the tools page down and let go; this will refresh the tools in the app, allowing you to access and share both new and updated content. If you find this does not work, you can refresh the app by going to SETTINGS > CLEAR CACHE at the bottom of the settings page, and then log back in.
Q: Facebook will not allow me to post to different groups. What do I need to do to fix this?
Facebook recently made changes that impacted some users who are now no longer able to post to Facebook groups. This is affecting not only our app, but other apps as well.
We are actively pursuing a resolution. In the meantime, we recommend you use the copy link feature and then paste it in the desired group you want to share the tool in.
Q: None of my tools are showing when I log in. What do I need to do?
You may just need to pull-to-refresh the tools screen. You can do this by putting your finger on the center of your screen and swiping down. This will refresh the tools in the app. If you find this does not work, you can refresh the app by going to SETTINGS and tapping on CLEAR CACHE at the bottom of the page. You'll then need to log back in.
Q: My sample hasn't been delivered to my contact and it has been longer than three to five business days. Where is the sample?
All samples are shipped via USPS. Transit time for USPS takes about three to five business days, but can take up to seven to ten business days (depending on the area). If you have verified that the sample was sent using the proper address and your contact is located in the United States and has not received their sample after the seventh business day, go ahead and contact our support number at 800.794.8158 or email firstname.lastname@example.org so we can look into it further.
Q: When I try to send a tool via email from my phone, the send button becomes grayed out and I cannot send anything. How do I fix that?
Our mobile app is designed to access the default email account for your device. This account must be set up on your device before you can access the email sharing feature. To set up your default email account, go to your phone Settings. You may need to contact your phone provider support so they can help you fix your email settings.
Q: I want to download an image to my phone. What do I need to do?
You can download any images directly from the app. From the Tools section, just select an image you want to download and tap the eye icon to preview the image. While previewing the image, you will find a Download. Tap the Download icon to download the image.
Q: I sent a tool from the app via a social app and I didn't receive a notification when they clicked on the tool I shared. Was I supposed to receive a notification?
Notifications only work when sending tools via email or SMS through the app. If you copy the link or share a tool through other apps the notifications can not be tracked because those links are not tied to a specific contact.
Q: I noticed there are some links associated with specific tools in the app. Are those associated with my replicated site and do I get credit for purchases that may happen when I share those links?
Yes! Your distributor ID is connected to links shared via the app. So, if a contact likes what you shared via email, text, copy link or through social media and clicks a link to purchase a product - then yes, you will get credit for the sale.