Support
Welcome to the TrueVault Help Centre. If you're here to verify your identity, this guide will walk you through each step of the process.
Getting Started
What is TrueVault and why am I being asked to verify my identity?
TrueVault is a secure digital identity verification platform. You're being asked to verify your identity so the organisation you're engaging with can meet compliance requirements and ensure you are who you say you are.
How do I start the identity verification process?
You'll receive a secure link via SMS, email or be prompted in the session to complete your identity verification with TrueVault.
Simply tap or click the link to begin. You’ll be guided through a step-by-step flow to complete your verification.
Mobile & Email Enrolment
Why do I need to provide my mobile number and email address?
These details help us link your verified identity to you and provide secure communication throughout the process.
Please ensure that you have access to the mobile number and email address as we will be sending you a code to both services.
With your email address and mobile number, its best that you use your personal numbers and accounts, as you might not have ongoing access to your work or school email/mobile in the future.
Will I receive marketing messages?
No. TrueVault only uses your contact details for secure verification and essential notifications.
What if I entered the wrong mobile or email?
If you noticed that you didn’t get a code because you have entered in the wrong email address or phone number, you can change by scrolling down and selecting “change my contact details”.
Please note once an email address and mobile phone number have been enrolled to a person identity they cannot be used again by anyone else.
Uploading Your ID
What documents can I use?
To start with, we need a document that has a picture of you on it, this includes:
- Australian Issued Driver Licence;
- Any Passport
Do I need to upload a file or photo?
No uploads required. Use your device camera to scan your document securely.
What is biometric verification and why is it needed?
We use a short video selfie to match your face to your ID. This confirms you’re physically present and not using someone else’s documents.
How is my facial data used?
It’s encrypted and used only to verify your identity in real-time and you use your face to log into TrueVault and approve the sharing of any of your personal information. This ensures you and only you has access and control over your data and what you share.
What if my face scan doesn’t work?
Make sure you’re in a well-lit space, remove any headwear, and follow on-screen instructions. If needed, you can retry the scan.
Why am I asked to manually enter document details?
So we can match your documents data with government databases.
Manual entry ensures we verify your ID against an authoritative source.
Why isn't my card number working from my Drivers License?
Your card number will located on your ID or on your change of address label.
If you have a change of address label on your license, this will be your most up to date card number and should be used when verifying your license.
When in doubt, use the change of address label card number.
If you had a change of address label but it is not readable or had been damaged or removed, your previous card number will not validate.
You will need to either get in contact with your Licensing authority or log in online to see your digital record and obtain the card number from there.
What if I have a single name?
If you are a person with a single name please ensure that you include the full name as a “single name” when prompted.
If this prompt isn’t available then put the full name in the “Surname” field only and leave the first name blank.
To avoid errors, don’t put your name twice or spread your name across first name / surname fields.
What if I have a middle name?
If you are entering your name data as a part of verifying your Australian drivers license, please ensure you DO NOT include your middle name if its not a specified field.
Drivers Licenses usually only verify First Name and Surname only.
To avoid errors, just include your first name and surname and omit your middle name.
If a middle name field is available, you can enter your middle name in the field specifically marked “middle name”.
I have a birth certificate, can you help me get it right?
Verifying birth certificates are quite complex in Australia. Please refer to the following guide to ensure you are entering the correct fields.
Here is a help guide to Birth Certificates
There a number of birth certificates we cannot process/verify.
| State/Country | Description |
| Papua New Guinea | Any Birth Certificate from Papua New Guinea |
NSW | Prior to 1 January 1914 |
| Birth records occurring prior to 1952 that contain a district number only | |
| TAS | Birth certificates where the birth was registered prior to 1 January 1965 and the certificate has not been re-issued since 1 January 2000 |
| Single name certificates | |
ACT | Birth certificates issued (printed) prior to 1 January 1930 - Certificates issued prior to this were issued by NSW Registry of Births, Deaths and Marriages and could be obtained from there. |
VIC | Birth certificates issued (printed) prior to 1 January 1929 |
| Birth certificates where a change of name, correction or legitimation occurred prior to and during 1993 - these records were re-registered and were allocated a different number and registration year and will not verify. | |
QLD | Birth certificates where the birth occurred prior to 1 January 1941 and the certificate has not been re-issued since 27 June 2016 |
SA | Birth certificates issued (printed) prior to 1 January 1944 |
| District certificates issued for births only by/in the following districts: - District of Adelaide - District of Angaston - District of Burra - District of Clare - District of Daly - District of Encounter Bay - District of Flinders - District of Frome - District of Gawler - District of Gilbert - District of Grey - District of Hindmarsh - District of Kapunda - District of Mount Barker - District of Murray - District of Norwood - District of Pirie - District of Port Adelaide - District of Robe - District of Talunga - District of Wilunga |
Privacy & Data Security
Is my personal information safe?
Yes. Your data is encrypted and verified using secure government and industry channels.
TrueVault complies with strict privacy and security regulations.
Who can see my data?
You control who sees your data. Any data you want others to see will be explicitly shared by you.
What happens after I complete verification?
Your verified identity is linked to your TrueIdentity. document images is deleted after we have verified the document. All that remains is the data available for you to share.
Troubleshooting
I didn’t get my link. What now?
Check your spam folder and verify that your contact details are correct. If the issue continues, reach out to the organisation that sent the link.
The link has expired how do I get a new one?
Contact the business or service you’re verifying with. TrueVault cannot issue new links directly to individuals.
My document is unreadable or damaged what should I do?
Try another document type or contact support via the organisation that requested your identity details.
What happens if I am stuck?
Feel free to contact us on 1300 1950 55 during business hours or email support@truevault.com.au
Final Steps
How do I know I’ve completed the process?
You'll receive a success message at the end of the flow. The business you're dealing with will also be notified.
Will I need to verify again?
Not necessarily. With TrueVault, your TrueIdentity can be reused with participating services helping you avoid repeated ID checks in the future.
I have shared my identity details but I didn’t receive the Police Check?
You will need to contact the agency that requested your identity documents as they are responsible for issuing the police check to you.