IDSnap support

Get the right help for your scanner and deployment.

Start with open documentation for setup and integration, or use the customer portal for help with a device you own. Providing the model, environment and symptoms up front helps the support team resolve issues faster.

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IDSnap 2000 compact card scannerCompact
IDSnap 960CDX duplex multi-light card scannerMulti-light
IDSnap GC2500e embedded card and passport scannerEmbedded

Choose the support path that matches your need

Use self-service resources for product and integration guidance. Customers with an installed scanner can use the portal for device-specific assistance.

Identity document aligned for controlled scanner capture
Self-service guidance

Knowledge base

Review scanner-selection guidance, product concepts and answers to common questions before opening a support request.

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IDSnap 850DX duplex identity card scanner
Device-specific help

Customer support

Use the customer portal for help with an IDSnap scanner you own, including setup questions, unexpected behaviour and service needs.

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Application software connected to an IDSnap capture workflow
Developer resources

Integration guidance

Understand host-controlled and embedded device models, remote initiation and how captured evidence returns to your application.

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IDSnap GC2500e identity scanner
Hardware coverage

Warranty and service questions

Contact support with the scanner model, serial information and a description of the issue so coverage and next steps can be reviewed.

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Before opening a request

Collect the details that make troubleshooting faster

A good support request gives the team enough context to reproduce the problem and distinguish device, connection and application behaviour.

  1. 01

    Identify the scanner

    Include the model, serial number, connection type and whether the device is used at a workstation, counter, branch or kiosk.

  2. 02

    Describe what changed

    Explain the expected result, what happened instead and whether the issue began after a software, network or workstation change.

  3. 03

    Include useful evidence

    Add error text, diagnostic results and clear steps to reproduce the problem. Do not send identity documents or personal data unless support specifically requests an approved secure method.

IDSnap scanners deployed at a front desk, kiosk and branch location

Support for the complete capture environment

Identity capture depends on more than the scanner alone. Support information is easier to act on when the device, host, network and application are considered together.

  • Scanner and illumination

    Power, sensors, document positioning, image capture and the visible, UV, IR or transmitted-light views supported by the model.

  • Host or network connection

    USB, workstation, LAN, Wi-Fi, discovery and embedded-appliance configuration depending on the selected scanner.

  • Application workflow

    The software step that initiates capture, receives the images and sends enabled results into the business process.

  • APX-Verify licensing

    Data extraction and authentication capabilities depend on the corresponding Acupixel software package and licence.

Still need help?

Customers can continue through the portal. For product selection or a new deployment, contact the IDSnap team.

Customer portalTalk to us about your deployment