FAQ
FAQ
How should I prepare for an Orb verification?
A charged phone and a reliable network connection. Soft contact lenses are fine, but colored or hard lenses are not. Glasses come off briefly during verification, and makeup should be minimal.
Full details: What should I expect when getting my World ID verified at an Orb?
FAQ
What network conditions does an Orb need?
Use a stable WPA2 Wi-Fi network. Wi-Fi 5 or Wi-Fi 6 (AC/AX) is recommended, with the 5 GHz band preferred for better performance and less interference. In locations with structural barriers, such as thick metal walls, a 2.4 GHz connection may provide better range.
Enter the network name (SSID) exactly as it appears. The Wi-Fi password should contain letters and numbers only, and the network must not require a browser-based login screen. Public, open, and captive-portal networks are not supported.
For reliable verification, the network should provide:
- At least 25 Mbps download speed
- At least 10 Mbps upload speed
- No more than 400 ms latency
- One Orb per mobile hotspot
In high-traffic environments, consider using wired Ethernet for a more reliable connection.
Full details: How does my Orb connect to the internet?
FAQ
How can I tell if an Orb verification or enrollment failed?
Open the Orb’s detail panel and select Verification logs.
A failed Orb verification attempt shows which stages succeeded or failed, including preflight, capture, and sign-up checks. Enrollment status is shown separately, so an enrollment can fail even when the preceding verification stages were successful. This helps distinguish a verification-stage failure from an enrollment failure.
Use the date and time in the log to identify the affected attempt when contacting Support.
Full details: Monitoring your Orbs
FAQ
Why is an Orb showing as Needs attention?
An Orb appears as Needs attention when it requires a software update, its health is degraded, it has been disabled, or it is not currently ready for verifications.
On the Your Orbs page, select Show in the attention banner to identify the affected Orb and its specific state. Select Update when new software is required, or select View to review the reason and available verification logs.
If a degraded, disabled, or not-ready state persists, select Contact support from the attention details.
Full details: Monitoring your Orbs
FAQ
What does Orb health degraded mean?
Orb health degraded means the Orb may experience problems completing verifications, and some attempts may fail. In the Your Orbs page, select Show in the attention banner, then select View for the affected Orb to review the reason and its verification logs.
The detail panel may also indicate that the issue is already being investigated. If the condition persists, select Contact support.
Full details: Monitoring your Orbs
FAQ
What should I check when several verifications fail at one Orb?
Confirm that the Orb is powered, stable, online, and connected to a reliable network. Check for soft, even lighting, a neutral background, and at least 3 meters of distance from windows, glass doors, or skylights. Review the ring lights and verification history to identify the failing stage. If only one user is affected, stop repeated attempts and direct them to in-app support.
Full details: Why verifications are failing at your Orb
FAQ
Why did a World ID verification fail?
Almost always because that person already has a World ID. Each person can sign up only once, so a second verification is rejected even from a different phone, account, or email. In rare cases it is a system error instead.
Full details: Why did my World ID verification fail?
FAQ
What should I collect before contacting Support about an Orb?
Record the exact ring-light pattern and the stage where the process stops. Capture a short video from about 2 meters away that shows the full sequence, including lights and audio.
Have the Orb ID, time, and location available when you contact Support.
Full details: Why verifications are failing at your Orb
FAQ
What should a user do before moving to a new phone?
Before removing World ID App from the old phone, add at least one login method in your profile's Settings > Account.
On the new phone, select Log in rather than I am a new user, then use a login method already linked to the account. When changing platforms, make sure the saved method is supported on the new device.
Full details: How do I move my account to a new phone?
FAQ
Which login methods does World ID App support?
Passkey, Sign in with Apple, or Sign in with Google. Passkey is the default wherever the device supports it, and login methods are managed in Settings › Account.
Full steps: How do I sign in to my account?