| Who this is for: Admins and members with portal access. Employees who need help with verification or World ID for Zoom should contact their IT admin. |
In the Enterprise Portal, select Support in the sidebar to find guidance and contact our team. The Support page brings together Help Center articles, a Contact support section, and frequently asked questions (FAQs).
The Contact support section appears above the FAQs and offers Submit a request and Schedule a call. To chat, select the support button at the bottom right of the portal. If you are reading this article in the Help Center, select Contact us to see the available ways to reach us.
On this page
- Find an answer yourself
- What we can help with
- How to reach us
- Response times
- What to include when you contact us
- What happens after you contact us
- If you cannot sign in
Find an answer yourself
Browse by topic
On the portal's Support page, browse Help Center articles by topic:
- Getting Started. Set up your organization, explore the Enterprise Portal, and learn about World.
- Login & Access. Access the Enterprise Portal, and get sign-in help for the World ID App.
- User Provisioning. Manage users and your Orbs, and set up World ID verification.
- World ID for Zoom. Learn what World ID for Zoom does, how authentication works, and what happens in a meeting.
Select a topic to see its sections and articles, then select an article to open it in the Help Center.
Search
On a Help Center page, use the search field to find articles. Enter a few words describing what you need.
Featured articles
A small set of featured articles appears on the portal's Support page and the Help Center home page.
Common questions/FAQs
On the portal's Support page, FAQs appear below the Contact support section. Select a question to expand its answer. The Help Center home page also has FAQs; follow the linked source article when you need more detail.
What we can help with
Our team supports the Enterprise Portal and the products you manage through it:
| Area | What we help with |
|---|---|
| Login and access | Portal sign-in with SSO, and the IT Admin and Member roles. |
| Users and provisioning | Your directory sync, inviting employees to verify and share World ID verification status. |
| Orbs | Orb status and alerts, software updates, and the verification history shown in the portal. |
| World ID for Zoom | Enabling it for your organization, and setting your authentication frequency. |
| Analytics | Understanding employee World ID verification numbers and World ID for Zoom usage metrics. |
| General guidance | Questions or concerns about the Enterprise Portal and the user verification experience at an Orb. |
How to reach us
In the Enterprise Portal, select Support in the sidebar. Use Submit a request or Schedule a call in the Contact support section above the FAQs, or select the support button at the bottom right to chat. If you are in the Help Center, select Contact us to see the contact options. Choose the method that works best for your issue.
| Option | Best for | How to start |
|---|---|---|
| Chat | Questions you want an analyst to pick up now | Select the support button at the bottom right of the portal, or Start a chat on the Help Center's Contact us page. Your chats stay in the support panel, where you can follow up or start a new chat. |
| Attachments, or when you want a written record | Select Submit a request on the portal's Support page or on the Help Center's Contact us page. | |
| Video call | Issues that are easier to show than to describe | Select Schedule a call on the portal's Support page, or Pick a time on the Help Center's Contact us page. Choose a slot in your own time zone. You receive the meeting link by email as soon as you book. |
Each option reaches the same team. Calls are taken by the next available analyst, so it may not be the same person you spoke to in chat.
Response times
We aim to send a first response within one business hour. Where an issue is easier to show than to describe, we offer a video call the same business day.
If your organization has an agreed support channel with us, such as a shared Slack or Teams channel, use that first for urgent issues.
What to include when you contact us
Whichever way you reach us, please include:
- Your organization name
- The Orb name, if your issue is about an Orb. You can copy it from Your Orbs.
- The affected employee's email address, if your issue is about one person
- The date and time you saw the issue, and your time zone
- Screenshots showing what you are seeing
What happens after you contact us
We confirm your request when we receive it, and reply by email or in the support panel, depending on how you reached us. Replying to our email continues the same request rather than opening a new one. Chats you start in the Enterprise Portal stay in the support panel, so you can follow up at any time.
If you cannot sign in
If you cannot sign in to the portal, the sign-in screen includes a Support link with guidance for common sign-in problems. If that does not resolve it, submit a request or ask your IT team to confirm your account is in a group mapped to a portal role.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.