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FAQ & Troubleshooting

Find answers to common questions and solutions to typical issues.

Quick Navigation​

Account & Login​

How do I create an account?​

Visit my.govalid.org/register and follow the registration steps. You'll need to verify your email address.

I forgot my password. How do I reset it?​

  1. Go to the login page
  2. Click Forgot Password
  3. Enter your email address
  4. Follow the reset link sent to your email

How do I enable two-factor authentication?​

Go to Profile Settings and see 2FA & Trusted Devices for detailed instructions.

Can I change my email address?​

Yes, go to Profile Settings → Email and update it. You'll need to verify the new email.

How do I delete my account?​

Go to Profile Settings → Security → Delete Account. Note that deletion is permanent and processed within 30 days.

QR Codes​

What's the difference between QR types?​

See Security Levels for a detailed comparison of Smart, Verified, Secure, and Enterprise QR.

Why is my QR code not scanning?​

  1. Ensure the QR code is not damaged or obscured
  2. Check that the QR code hasn't expired
  3. Verify your camera has good lighting
  4. Try a different QR scanner app

Can I edit a QR code after creation?​

Some fields can be edited, but the core QR content cannot be changed. Create a new QR code if you need different content.

How do I generate QR codes in bulk?​

  1. Go to Document & Goods → Spreadsheet
  2. Upload a CSV file with your data
  3. Map columns to QR fields
  4. Review and generate

Can I password-protect a QR code?​

Yes, when creating a QR code, enable password protection and set either a master password or unique password.

What happens when a QR code expires?​

The QR code becomes inactive and the verification page will show that the code has expired.

Billing & Payments​

What payment methods are accepted?​

  • Credit/Debit cards (via Stripe)
  • PayPal
  • iPaymu (Indonesia)

How do I upgrade my plan?​

Go to Upgrade Plan and select your new plan.

Can I switch from subscription to credits?​

Yes, contact support to switch your business model.

How do I download my invoices?​

Go to Billing History and click Download PDF next to any invoice.

What happens if my payment fails?​

Your subscription will enter a grace period. Update your payment method to avoid service interruption.

Integrations​

How do I install the Office Add-in?​

See Office Add-in Guide for installation and setup instructions.

The OJS plugin is not working. What should I do?​

  1. Verify the API key is correct
  2. Check the plugin is enabled
  3. Review the error logs in OJS
  4. See OJS Plugin Guide for troubleshooting

How do I set up webhooks?​

See Webhooks Setup for configuration instructions.

API​

Where do I get an API key?​

Go to Profile Settings → API Keys → Create New Key.

Why am I getting 401 errors?​

  • Your API key may be expired or revoked
  • The Authorization header may be malformed
  • Check that you're using the correct key format

Why am I getting 429 errors?​

You've exceeded your rate limit. Check your plan's rate limits and wait for the reset time.

Where is the API documentation?​

Security​

Is my data encrypted?​

Yes, all data is encrypted in transit (TLS) and sensitive data is encrypted at rest. See Encryption for details.

How do I export my data?​

Go to Account → Security → Data Export and request an export.

What is Ed25519?​

Ed25519 is a digital signature algorithm used for Enterprise QR codes to provide non-repudiation. See Ed25519 Signatures for details.

Need More Help?​

If you can't find what you're looking for: