Get troubleshooting help, download helpful documents, read Frequently Asked Questions, or contact the support team. We want to make your experience with Assure-Alert the best it can be! If you can't find what you need on this page, please do not hesitate to contact us by e-mail or phone.

Contact Us

Phone - (603) 641-8443

Email: support@assuretec.com

Frequently Asked Questions

Product Questions

Q: Will Assure-Alert Authenticate any ID?
A: Assure-Alert comes standard with the North American edition of the Document Library. That means that Assure-Alert can identify documents from the US, Canada, and Mexico along with many international travel documents such as Passport cards. However, while Assure-Alert has the most comprehensive Document Library in the world, no system is perfect. If you do find a document that Assure-Alert cannot identify, send us a sample (see the User’s Manual for how to set up Sample collection).

Q: It’s too expensive.
A: What does it cost you to be the victim of just one fraudulent transaction? How do you protect yourself today?

Q: Can Assure-Alert authenticate Credit Cards?
A: The majority of Credit Card fraud at the point-of-sale is committed using a legitimate Credit Card and a fake ID that has been manufactured to match the Identity on the Credit Card. Most stolen Credit Cards don’t appear in the credit card system for 24-48 hours. Assure-Alert will not verify a Credit Card directly, however, simply scanning the ID could stop as much as 90% of Credit Fraud at the point-of-sale!

Q: I wonder if I have space on my counter-top.
A: The only hardware you need is our scanner, which is barely bigger than a stack of two decks of cards. It measures 4.5” wide, by 6” deep, and less than 3” tall. II.

Q: What if my customers don’t want to have their ID’s scanned.
A: Various forms of Identity Fraud at the Point of Sale cost merchants, and therefore consumers, $100 Billion a year – through lost merchandise, lost sales, fees, and ultimately higher prices. Help your customers understand that you are on their side.

Q: I don’t see any fraud in my business.
A: Consumer Retail Fraud is $100B business. If you are not seeing fraud in your business, you will.

Q: I can tell a fake when I see it.
A: Today’s fake ID’s are very sophisticated, and require very sophisticated tools to detect. Without specialized training or forensic tools, your front-counter employees are helpless to detect the hundreds – thousands, really – of different documents that are out there.

Technical support Questions

Q: What is AssureID? Is it Assure-Alert?
A: AssureID is the background service that does all the work for Assure-Alert. You rarely - if ever - have to interact with AssureID, it starts automatically and runs in the background.

Q: What is the Document Library and how does it work?
A: Assure-Alert is a Library-based system. That means that Assure-Alert uses a proprietary Library of nearly 2000 documents to lookup and identify the document you scan. Having all these documents in the Library allows Assure-Alert to quickly identify all the security features of every unique document it sees. Then, by comparing these known features to those that appear on the scanned document, Assure-Alert can determine if a document is authentic, fraudulent, doctored, or an actual, government issued document. The Library system also allows us to know exactly were to look for important information like the birth date, or expiration date, or any of the biographical information about the bearer of the document, and cross-reference it between what is visible on the front of the document with what appears in the magnetic stripe or bar codes. We can than extract that information with a very large degree of accuracy – much more accurately than only reading the magnetic stripe, or relying purely on the Optical Scan of the visual data.

Q: How often is the Document Library updated?
A: Four times a year - every Quarter. Updates may come as a disc, a download, or automatically as a background update.

Q: How do I clean the scanner?
A: The scanner should be cleaned with an alcohol swab periodically. For detailed instructions on how to clean the unit, go to the Start Menu, select All Programs, then look for "i-Dentify™ Document Readers". In this directory you will find a document called "I-Dentify™ ID-100 and ID-150 User's Guide (PDF)".

Having Trouble?

Many Issues can be resolved in a few steps:

1. Check your connections
Verify that cables and cords on all devices are connected. Make sure:

• The USB cable is plugged into a USB 2.0 port of your Computer, Work Station, or POS system.
• The Power Adapter is plugged into an active Electrical Outlet. If it is plugged into a power-strip, make sure the power-strip is turned on.

Cables usually make an audible “click”when secure. If the connections are secure and you are still experiencing difficulties, continue to the next step.

2. Verify System Requirements
While Assure-Alert will run on most Windows-based systems, some older systems or systems overloaded with background software may run more slowly. Verify that your system meets these minimum requirements:

• 1.5 GHz Intel® Celeron/Pentium® processor or equivalent (Intel® recommended)
• Memory - 512 MB minimum, 1 GB recommended
• USB 2.0

3. Power down, power up
Shut down your computer, switch the scanner off, and unplug the black Power Adapter and the USB cable from the back of the scanner. Wait 15 seconds and then plug the devices back in. Then turn on your scanner and then turn your computer back on.

Helpful Documents

Assure-Alert User's Guide	Assure-Alert Users's Guide V1_1.PDF
Assure-Alert Quick-Start Guide	QStart_Guide small.PDF
Age Authentication Brochure	Assure-Alert2_Age_small.PDF
ID Fraud Prevention Brochure	Assure-Alert2_Fraud_small.PDF