You can contact the GBG IDscan helpdesk via telephone or email:

+44 (0)1244 657 321

helpdesk@gbgplc.com

Helpful Hints and Tips

The more complete a ticket is, the faster our support team can help resolve and close the ticket.

To help us quickly resolve your issue, please follow these guidelines:

• Information around the versions, what channels you are using in order to capture documents i.e. mobile, web, capture studio etc.
• Include screenshots of any errors messages and if you are an on-premise customer to include application logs within their correspondence.
• Explain the issue as descriptive as possible. More details are better than limited information, so we do not have to call or email you for more details which lengthens the time to resolve your issue.
• Make sure the priority level you indicate is the true urgency of the issue. Please reserve emergency priorities for the more important and truly urgent issues.
• If the ticket is closed but the issue is still existing, create another ticket and reference the original request ID number.

Sharing data

Please never send any unencrypted personal data or images containing personal details via email. Make sure that you password protect any such files before sending them to the helpdesk.

Please note if encrypted data is sent via a particular media format (e.g. Email), that the password should be provided via a different media (e.g. phone).

Library & A4 Updates

Customers are notified quarterly about the latest library & A4 coverage versions with relevant updates to documents, bug fixes, as well as newly circulated documents. The A4 coverage is being enhanced but basically refers to Bank Statements (top 10-20 per country) as well as Utility Bills (top 10-20 providers).