Help centre
How can we help?
Plain-English articles about your data, your wallet and your rights. No jargon without an explanation.
Your data and privacy
Revoking consent How to withdraw consent for any category of your data, what happens next, and the limits you should know about. How your biometrics are protected The specific technical and policy protections applied to your face, fingerprint and iris data — and the promises that never change. Who can see your data A plain-English map of exactly who can see what: you, the network, and the services you share with. Deleting your identity How to delete your identity data, exactly what gets removed on what timeline, and the honest limits of deletion on a blockchain. Understanding your VEID (Verifiable Electronic Identity) score Your verification score in plain terms: what feeds it, how tiers are derived from it, who can see it, and what to do if it seems wrong.
Using your wallet
Updating your details What to do when your name, address or identity document changes, and what happens to your verification level. Using your wallet with a service The step-by-step of what happens when a website or business asks you to prove something with your Identity Wallet. Proving your age without your documents How zero-knowledge proofs let you prove you are over 18 without showing your birth date, your licence, or anything else. Using my.identity.org.au The web wallet portal: how to sign in with a passkey, what you can manage in the browser, and how it relates to the mobile wallet. Becoming an approved client What “approved client” means on the VirtEngine network, how your verification tier gets you there, and what providers can and cannot see about you. Presenting proofs to a service What happens, screen by screen, when a service asks you to prove something — and how to read a request before you approve it.
Security
Device security checklist Practical steps to keep the phone that holds your Identity Wallet safe — most take under a minute. Recognising scams and phishing The patterns scammers use against digital-identity users, and the habits that defeat them. Data breach response What would happen if a breach ever involved identity data: notification within 72 hours, plain-language disclosure, and support.
Support
Can't find what you need?
Check the frequently asked questions, the get-started guide, or email [email protected]. Never include photos of your identity documents in an email.