Iowa DOT

Please Note: Links opens in a separate window, remember to come back to this page to complete this form and submit it.

For general information visit the Apple Wallet Page

Troubleshooting Steps:

Please Note: Links opens in a separate window, remember to come back to this page to complete this form and submit it. 

• For general information, visit the mID app info 
• For troubleshooting: mID app support site
  • Check mID status in ARTS
  • If they have already done troubleshooting with Idemia, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Lastly, make sure you come back to this form and click 'Submit'.

Please Note: Links opens in a separate window, remember to come back to this page to complete this form and submit it.

For general information visit the mID app info

For troubleshooting: mID app support site

• Check mID status in ARTS mID support utility
• If they have done troubleshooting with Idemia already, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Please Note: Links opens in a separate window, remember to come back to this page to complete this form and submit it.

For general information visit the Samsung Wallet page

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer - "You will receive a notification from Wallet when there is an update from Iowa DMV."

The enrollment information has been sent to the Iowa DOT for review. It typically pretty quick to activate, but could take up to 72 hours. Once activated, the message "Your Iowa Driver's License is ready to use" will appear.

If it has been over 72 hours, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer - "To add your driver's license to Wallet, continue to the Iowa DMV website to provide additional required information".

If the customer is calling about their Watch, advise the customer "On your iPhone, go to Apple Watch app>Wallet & Apple Pay and follow next steps from Iowa DMV."

The Iowa DOT needs additional information to complete the enrollment.  Once the customer clicks "continue", they will be sent to one of two pages:

Option 1:

"Welcome to StepUp!" page will appear - No action to be done by Iowa DOT. The customer needs to input additional information and then can continue with their enrollment.

Advise the customer the information is required to complete the mID enrollment.

See Extended Review job aid if customer needs assistance using the "Step Up" page.

Option 2:

Iowa DOT online appointment form page will appear - Action is needed by the Iowa DOT.  The customer will need to appear in person to complete the mID enrollment with an Iowa DOT Supervisor.  The customer will need to schedule an appointment by completing the contact information at https://iowadot.gov/mvd/Support-mID-wallet. 

The "Action Required" message expires after 30 days.

If the customer would like to re-attempt enrollment, they can select "Cancel Verfication", then restart the enrollment. Advise of enrollment best practices: support.apple.com/HT212940.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer - "Your issuer has a limit on the number of devices this card can be added to. Remove this card from one of the other devices and try again."

Is the customer trying to activate on a new device? If so, is the ID still active on the original device?

If the customer is in possession of the old device, advise them to remove Iowa Mobile ID from it before reattempting to set up on the new device.

If the customer is not in possession of the old device, advise them to visit icloud.com to manage the pass.

Steps to remove your driver's license or state ID from Apple Wallet: support.apple.com/HT212770.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer - "This card has been deactivated by the Department of Transportation. Your driver's license must be deleted and added to the Wallet again."

Reason this could happen is - the mobile ID has been revoked and this could be citizen initiated or issuer initiated.  The card could be expired, revoked, or the customer could have requested it.

If the customer wants mID, they can simply re-enroll.

Remove your driver's license or state ID from Apple Wallet: support.apple.com/HT212770

Add your driver's license or state ID to Apple Wallet updated: support.apple.com/HT212940  

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer - "This card has been deactivated by the Department of Transportation. Your driver's license must be deleted and added to the Wallet again."

Reason this could happen is - the mobile ID has been revoked and this could be citizen initiated or issuer initiated.  The card could be expired, revoked, or the customer could have requested it.

If the customer wants mID, they can simply re-enroll.

Remove your driver's license or state ID from Apple Wallet: support.apple.com/HT212770

Add your driver's license or state ID to Apple Wallet updated: support.apple.com/HT212940  

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer - From another Apple device or a web browser logged into iCloud.com, the customer may use the Find My App to remotely lock or erase their device.  Flagging the phone as lost or stolen will update the device with "Lost iPhone" messaging.  Additionally, when the iPhone is recovered, the customer will need to log into their iCloud on the phone to re-enable it.

"This iPhone has been lost.  Please call me. (xxx) xxx-xxxx" - this message is in reference to the number the citizen reporting the lost or stolen iPhone wishes to be contacted at.

If the customer would like to remove the mID from their Wallet as a precaution, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Troubleshooting Steps:

Is there a known issue that has been reported? Visit https://www.apple.com/support/systemstatus/ to determine if there is an outage impacting the set up process.

Apologize for the inconvenience and advise the customer - "The service is temporarily unavailable. You can try again later or if the problem continues, they can contact us again to have the issue escalated."

Advise the customer to retry the set up at a later time or when the status has been updated in https://www.apple.com/support/systemstatus/. 

If the problem has been persistent, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Troubleshooting Steps:

Apologize for the inconvenience and ask the customer if they already have an ID set up?  Are they trying to set up a different ID because of re-issue or moved to another state?

Only one driver's license or state ID can be added to Wallet.

To remove your driver’s license or state ID from Apple Wallet: support.apple.com/HT212770

To add your driver’s license or state ID to Apple Wallet updated: support.apple.com/HT212940

How to video: https://learn.wallet.apple/id#how-to-video

Troubleshooting Steps:

Customers can remove their Iowa Mobile ID from with in the Apple Wallet:

Advise the customer to go to their Apple Wallet, select your driver's license or Iowa-issued ID.

1. Tap the 'more' button
2. Scroll down, tap 'remove this driver's license' or 'remove this state ID', and confirm.

Customers can also remove their driver's license or state ID from their Apple Watch.

1. Open the Apple Watch app from your iPhone
2. In the My Watch tab, scroll down and tap 'Wallet & Apple Pay'
3. Select your driver's license or state-issued ID, and tap 'remove this driver's license or ID'.

If they cannot perform either of these functions, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Troubleshooting Steps:

Apologized for the inconvenience and advise the customer that the set up has been rejected which could be for various reasons. (facial mismatch, document not found, expired DL)

Check the status of the DL/ID in ARTS. If there are no issues with the credential in ARTS, advise the customer to try again and remind them of

• Device/iOS requirements
• Enrollment best practices as listed here:  support.apple.com/HT212940

Troubleshooting Steps:

Advise the customer that we will need written consent to opt them out of the Iowa Mobile ID.  To opt out, advise the customer to complete the Mobile ID Opt In/Out form available at  https://iowadot.seamlessdocs.com/f/MobileIDOpt.

Also advise the customer that they will need to complete this form if they wish to opt back in for the Iowa Mobile ID.

Escalate to a Supervisor/ACE Team as needed - Mobile ID Escalation Form.

Troubleshooting Steps:

In the Apple Wallet app, select your driver's license or ID.

1. Tap the 'More' button.
2. Scroll down, tap 'Remove This Driver's License/ID', and confirm.

To remove your driver's license or state-issued ID from your Apple Watch, use the Apple Watch app on iPhone:

1. In the My Watch tab, scroll down and tap 'Wallet & App Pay'.
2. Select your driver's license or state-issued ID and tap 'Remove This Driver's License'.

If they cannot perform either of these functions, advise the customer that we will need to escalate this request to a Supervisor/ACE Team - Mobile ID Escalation Form.

To use your iPhone or Apple Watch to present your driver's license or state ID, you need:

• To be an Iowa resident with a valid, legible driver's license or state-issued photo ID. 
• The card cannot be expired.
• It cannot be an interim document to enroll.
• It must be an iPhone 8 or later, or an Apple Watch Series 4 or later, with the latest version of iOS or watchOS.
• Face ID or Touch ID turned on.
• An Apple ID with two-factor authentication turned on.
• Device region is set to the United States.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to pgrade the current iOS (17.3 or higher) and try again to enroll.

Troubleshooting Steps:

Apologized for the inconvenience and advise the customer that the enrollment window has expired.

The customer will need to reattempt the set up process.

• Enrollment best practices as listed here:  support.apple.com/HT212940

Troubleshooting Steps:

Check the status of the user's credential. If there are no issues with the credential, check the mID support utility to see if the customer has opted out of mID.

If they are showing as opted out, escalate to a Supervisor/ACE Team - Mobile ID Escalation Form.

Troubleshooting Steps:

Advise the customer that the mID has been revoked, not their actual driver's license or ID.  Instruct the customer to reenroll if they would like mID again.

Troubleshooting Steps:

Clerks and Supervisors both have access to Update a mID:

• Go to ARTS>Driver>mID Utility Tool and pull up the customer
• Review customer mID status
• Update feature
• Refresh page
• Have the customer check their mID again

Escalate to a Supervisor/ACE Team as needed - Mobile ID Escalation Form.

Website for Apple's page on Iowa Mobile ID in Apple Wallet - https://learn.wallet.apple/id

Website for DOT's page on Iowa Mobile ID in Apple Wallet - https://iowadot.gov/mvd/MID-Apple

How to use:

If a customer is calling for how to use their Mobile ID, please reference the following on how to present your driver's license or state ID from Apple Wallet: support.apple.com/HT213329

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer they cannot add this ID because it is expired.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer that they can only add their driver's license or state ID from a participating state.

Troubleshooting Steps:

Escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Advise them based on face scan best practices.

• The light source is in front of your face, not behind it
• Your phone is level with your eyes
• No other faces except yours are visible to the camera
• No movement in the background (in car)

Troubleshooting Steps:

Apologize for the inconvenience, advise the customer to try again, and if that doesn't work - 

Escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Troubleshooting Steps:

Apologize for the inconvenience and advise the caller to turn their Bluetooth off, turn it back on, and try again. 

If the issue is unresolved, advise the caller to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to restart their phone and try again.

If the issue is unresolved, advise the caller to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Advise the customer that the age displayed on the physical ID would have been their age at the time the physical ID was issued.  The age on the mobile ID are based on current time.

Troubleshooting Steps:

Please advise the customer that we will need a written consent to opt them out.  Form 493006: Mobile ID Opt can be found on our website at https://iowadot.gov/mvd/MID-ID-Holders.

Troubleshooting Steps:

If a customer decides they no longer want their Iowa Mobile ID they can remove he Iowa Mobile ID from their Samsung Wallet by:

1. Open the Samsung Wallet App. 
2. From the "Quick access" tab, scroll to and click on your mobile driver's license or ID. You will be prompted to verify your identity either via fingerprint or PIN.
3. Click the 3 dots on the top right of the ID card details screen to open the overflow menu.
4. Click on the "Delete" option.

Or the customer can 

1.  Log into the SmartThings Find site (https://smartthingsfind.samsung.com/login) with your Samsung account information.
2. Select your mobile device.
3. Click either "Erase data" or "Lock" to reset or temporarily lock your device, which will disable your mobile ID.

If they cannot perform either of these functions, the customer we will need to provide a written consent to opt out. Form 493006: Mobile ID Opt can be found on our website at https://iowadot.gov/mvd/MID-ID-Holders.

Troubleshooting Steps:

Iowa Mobile ID in Samsung Wallet is only available on the following devices running Android 12 or above

Galaxy S Series - S20 or later
Galaxy Z Series - Z Flip 5G, Z Fold 5G, Z Flip 2, and Fold 2 or later
Galaxy A Series - A53, A54

It is available to any Iowa resident with a valid, legible driver’s license or state-issued photo ID is eligible for mobile ID. The card cannot be expired or the interim paper copy.

Troubleshooting Steps:

Apologize for the inconvenience and check the status of the user's credential.

If there are no issues with the credential, check the mID Utility Tool to see if the customer has been opted out of mID. Review the reason for the opt out. If the customer requested it and no longer wants it, inform them of the steps to opt in.

If it was due to fraud, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form

Troubleshooting Steps:

Please Note: Links opens in a separate window, remember to come back to this page to complete this form and submit it.

Apologize for the inconvenience and advise the customer to try again later.

If the waiting did not resolve the issued:

• Escalate to Idemia via Mobile ID Help - Idemia for live chat support
• Submit a ticket via Mobile ID Email Support - typical response time is 1 business day or less.

Troubleshooting Steps:

Apologize for the inconvenience and to keep their phone parallel to the ID and try again.

Troubleshooting Steps:

Apologize for the inconvenience and to move their phone farther away from their ID.

Troubleshooting Steps:

Apologize for the inconvenience and to move their phone closer to their ID.

Troubleshooting Steps:

Apologize for the inconvenience and to try moving their phone, ID or change the lighting to reduce glare.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to try the following steps:

• Request User to connect to network
• Turn on/off wifi
• Try using ID again

If there initial steps do not resolve the callers issue, advise the caller to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer that only the mobile ID was impacted, not their actual driver's license or ID.  They can simply re-enroll if they would like.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to restart their phone and try again.

If the issue is unresolved, advise the caller to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and explain there is an intermittent issue and to try again later.

Advise the customer to try the following steps:

• move closer to reader
• hold phone against device for longer
• turn on Bluetooth

If the issue is unresolved, advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to connect to Wi-Fi or a mobile network to use the ID.

Troubleshooting Steps:

Apologize for the inconvenience and explain to the customer that the reader they are interacting with is unsupported, and an interaction cannot be done via NFC (Near Field Communication) with this reader.

Troubleshooting Steps:

Apologize for the inconvenience and explain there was a session timeout.

Advise the customer to try the following steps:

• move closer to reader
• hold phone against device for longer
• turn on Bluetooth

If the issue is unresolved, advise the customer to contact Samsung's Customer Service at 1-844-726-7297 (844-sam-pays)

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer they have attempted too many times and to try again later.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer to exit out of mID and back in to see if the changes appear.

If that does NOT work, follow these steps:

1. Go to ARTS>Driver>mID Utility Tool
2. Search for the customer using the prequalifier
3. Review customer mID status
4. Update feature
5. Refresh page
6. Have customer check their mID again.

If this does not resolve the issue, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form. 

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer that they can only add their driver's license or state ID.

Troubleshooting Steps:

Apologize for the inconvenience and check the status of the user's credential.

If there are no issues with the credential, check the mID Utility Tool to see if the customer has been opted out of mID. Review the reason for the opt out. If the customer requested it and no longer wants it, inform them of the steps to opt in.

If it was due to fraud, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer that only the mobile ID was impacted, not their actual driver's license or ID.  They can simply re-enroll if they would like.

Troubleshooting Steps:

Apologize for the inconvenience and advise the customer that a change was made to their DL/ID and pushed to their mID as well.

Changes can include:

• Address
• Class
• Endorsements
• Height
• Restrictions

Changes can also include issuance of a duplicate/renewal.

Troubleshooting Steps:

Please advise the customer that we will need a written consent to opt them out.  Form 493006: Mobile ID Opt can be found on our website at https://iowadot.gov/mvd/MID-ID-Holders.

Troubleshooting Steps:

To Unenroll from the Iowa Mobile ID app but  not remove it from our device:

• Within the app, go to the “More” tab at the bottom right
• Tap on “Unenroll from this device”
• Tap “Unenroll”
• Tap “Yes” when it asks “Are you sure”
• A message will pop up indicating the device is unenrolled from Iowa Mobile ID

To remove the app from your iOS device:

• Touch and hold the app on the Home Screen
• Tap "Remove App"
• Tap "Remove from Home Screen" to keep it in App Library, or tap "Delete App" to delete it from the iPhone.
• Delete an app from App Library and Home Screen
• Touch and hold the app in App Library
• Tap "Delete App"
• Tap "Delete"

To remove the app from your Android device:

• Open the Google Play Store app
• At the top right, tap the profile icon
• Tap "Manage Apps & Devices" "Manage"
• Select the name of the app you want to delete
• Tap "Uninstall"

If they cannot perform either of these functions, the customer we will need to provide a written consent to opt out. Form 493006: Mobile ID Opt can be found on our website at https://iowadot.gov/mvd/MID-ID-Holders.

Troubleshooting steps:

• ARTS:
  • Check the status of their DL/ID
  • Are they enrolling  the current, valid ID? (check issue date on the ID vs. what is listed in ARTS. they must match up)
• Ask where is the enrollment stopping?
  • Scanning the card - Provide tips for scanning ID
  • Doing a selfie? - Provide tips for doing a selfie
• Ask if they are receiving an error message - check against troubleshooting site
• If they even can’t get started with enrollment - Review phone type, OS to see if they have the right device and OS requirements.

Troubleshooting Steps:

See below for general troubleshooting and error messages

Troubleshooting Steps:

• Review mID utility tool in ARTS
  • Is mID in 'green' status?
  • What is the last action on it?
• Ask if the customer if they are receiving an error message?
  • See below for additional information or more troubleshooting steps.

Troubleshooting Steps:

Have the customer exit out of mID and back in to see if the changes appear.

Otherwise:

1. Go to ARTS>Driver>mID Utility Tool
2. Search for the customer using the prequalifier
3. Review customer mID status
4. Update feature
5. Refresh page
6. Have customer check their mID again.

If this does not resolve the issue, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form. 

Please Note: Links opens in a separate window, remember to come back to this page to complete this form and submit it.

• For general information, visit the mID app info 
• For troubleshooting: mID app support site
  • Check mID status in ARTS mID support utility
  • If the customer has already done troubleshooting with Idemia, escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form. 

This is a reminder to log the call reason code and resolution status in ARTS.

• Go to ARTS>Drivers>mID Support
• Search for the customer
• Log the call reason code, enter a comment and resolution status

Hurray! Now follow these step:

• Go to ARTS>Drivers>mID Support
• Search for the customer
• Log the call reason code, enter a comment and resolution status

Lastly, make sure you come back to this form and click 'Submit'.

Troubleshooting Steps:

Escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.

Hurray! Follow these step:

• Go to ARTS>Drivers>mID Support
• Search for the customer
• Log the call reason code, enter a comment and resolution status
• Lastly, come back to this form and click submit

Troubleshooting Steps:

Escalate to a Supervisor/ACE Team at the following link - Mobile ID Escalation Form.