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FAQs

FAQs

  1. How do I use my e-ID?
  2. I’ve partially completed my application – how do I return to my account to complete this?
  3. Why can’t I see any e-ID cards in the app when I login?
  4. I do not like the photograph on my e-ID card
  5. I have received an email telling me my photograph is not suitable
  6. I have received an email telling me my proof of age is not suitable
  7. I’ve forgotten my password

How do I use my e-ID?

Just show the bus driver your ID in the app as evidence you are eligible for age related discounts. The QR code provided in the app is not a ticket and cannot be used in this way by the bus ticket machines.

I’ve partially completed my application – how do I return to my account to complete this?

To complete a partially completed application you’ll need to login to the Web Portal. This can be accessed by clicking on the following link: https://escc.smartcitizen.net/public/login

Use the email address and password entered during the initial application process to access your account. From here you can review the status of your application. Once approved the e-ID card will then be shown in the Mobile App.

Why can’t I see any e-ID cards in the app when I login?

No cards will display in the app for the following reasons:

  1. Your application is incomplete
  2. The photograph you supplied has been rejected
  3. The proof of age you supplied has been rejected
  4. The e-ID has expired
  5. Your application has been cancelled by the council

Please login to the web portal at https://escc.smartcitizen.net/public/login to review and complete your application. Once complete your e-ID card will show in the App.

For more information, or contact East Sussex County Council via email at age.verification@eastsussex.gov.uk

I do not like the photograph on my e-ID card

You may change the photograph on your e-ID card up until the point your application has been verified and approved.

Please login to the portal at https://escc.smartcitizen.net/public/login to add a new photograph of yourself. To update the photo click on the existing photo and select the option to upload a new photo.

After your application has been verified and approved it is still possible to amend your photograph, however this will have to be completed by one of the scheme administrators. Please email your image, name and DOB as well as a summary of the request to age.verification@eastsussex.gov.uk  who will be able to arrange this for you.

I have received an email telling me my photograph is not suitable

Please login to the portal at https://escc.smartcitizen.net/public/login to add a new photograph of yourself, or contact East Sussex County Council via email at age.verification@eastsussex.gov.uk

I have received an email telling me my proof of age is not suitable

Please login to the portal at https://escc.smartcitizen.net/public/login to upload another proof of age, or contact East Sussex County Council via email at age.verification@eastsussex.gov.uk

I’ve forgotten my password

If you’ve forgotten your password navigate to the login screen either in the app, or on the web portal (https://escc.smartcitizen.net/public/login) and click the ‘Forgotten your password?’ link. Follow the onscreen instructions and input the email address used when creating your account.

You’ll receive an email containing a 4 digit code which you will need to verify you are the account holder – please ensure you check your spam folder for this email. Enter this 4 digit code and follow instructions to create a new password.

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FAQs