Issue: UAE PASS is not working

You may encounter an issue while trying to use UAE Pass for authentication or signing a document in Circularo. Here is what you can try to resolve the issue.

1. Fully uninstall the UAE PASS application from your mobile device.

2. Re-download the application from Google Play/ Apple store.

3. Perform an account recovery (see steps below).

   1. Locate your re-downloaded UAE PASS application on your mobile device.

   2. On the login screen select your preferred language.

   3. On the same screen choose the I have an existing account option.

   4. A Terms and Conditions screen will show, which you need to Accept.

   5. To start the recovery process, you must enter one of the following: your email address, phone number, or UAE Pass number registered with your UAE Pass account. After entering the information, press Continue.

   6. You will be asked for a facial biometric verification. You can use your mobile camera for this, by pressing Continue. Once you are verified, you will receive a confirmation message “Verification Successful”.

   7. At this stage you will need to create a new PIN to your account, which you will be using for login.

   8. Once you set your PIN, you will receive a completion message saying “Account Recovered Successfully”. You can now use your new PIN to log in your UAE Pass account and make sure the information matches what you registered with.

4. Try signing your document again.

Should your issues persist, please contact UAE PASS directly through their support page. Circularo clients can also send an inquiry to our support team.