FAQ

Our aim is for cardholders not to have more than one Alive Profile. This enhances the security of personal data. However, since some users of the Alive App had multiple Alive Profiles created for various reasons, with their card assigned to all of them, we are cleaning the database of these duplicate card assignments. Additionally, starting January 1, 2025, we will only allow a card to be assigned to one profile.

All affected users will be notified via email and in-app notification to decide under which Alive Profile they wish to display their card. If this applies to you (i.e., you know you have multiple Alive Profiles) and you want to continue displaying the card via the profile you last logged in with, no action is required—just acknowledge this information.

You can assign the card to another profile using the Manual Card Assignment function (after logging into the Alive App with the desired email, go to the Cards section and use the "+" symbol to assign the card by entering its number).

Want to know more about how we handle personal data? Read the Alive Profile Terms of Use in the Alive App and the updated Privacy Policy reflecting this change.If you need to update personal details in your Alive Profile, need help assigning a card, or have any other questions about managing Alive Profiles, send us a message at support@aliveapp.net.

Users cannot change personal details themselves. Please contact us by email at support@aliveapp.net. Preferably include your registration email and the correct details you need updated, and we will process your request.

Install Google Chrome browser and set it as default to launch this application.

Please check the folders: spam, bulk, promotions. If you don't find it there, you can request a new profile activation after 24 hours.

Please send us a photo of your card, OS version, and registered email to support@aliveapp.net.

Photos will be approved within two business days.

The rejection reason may vary. The photo must meet these requirements:
-Color, sharp, bright, suitable for passport/IDNeutral background, neutral facial expression
-Photo must not be taken from another document or ISIC card
-Free space around the head (no cropping of hair/forehead, no headwear)
-Open eyes (no sunglasses or dark-tinted glasses)
-Hair must not cover eyes or any distinctive facial featuresHead cannot be tilted sideways

The photo in the app cannot be changed. If your card was issued by a school, you can purchase a duplicate from the school and request a photo replacement. For one-time issued cards, these changes cannot be made.

Check the spam, bulk, and promotions folders. If you don't find the email there, write to us at support@aliveapp.net with your registered email, and we'll investigate the situation.

The Alive App is primarily not meant for school building entry, meal plan uploads, or money transfers. Entrance to the building is only possible using the Alive App Key function, which is activated for students by the school if the Etugate attendance system is in use.

If the app displays the message "An unknown error occurred while processing your request. Please try again. If the problem persists, contact us at support@aliveapp.net and send a screenshot of this error," we recommend first trying to reinstall the app.

If it continues to appear, you need to contact us either at the mentioned email support@aliveapp.net. For easier resolution, it's good to include screenshots and details like phone type, operating system version, and app version in your message.

This is not possible. Only one cardholder can be registered in the Alive App.

Alive App Key is a new feature in the Alive App that allows you to open school doors using your digital ISIC, ITIC, or AliveID card if you have it uploaded in the mobile app. Currently, you can use the Alive App Key feature at schools with an access system using Etugate software and hardware compatible with Legic chips. You can find this information directly at your school.

• Check Alive App version: You need to have the latest version of the app installed.
• Open the app: Find the Alive App Key section under the Cards button on the home page.
• Follow instructions: Detailed instructions are available directly in the app.
• Activate Bluetooth on your phone: Alive App Key won't work without Bluetooth enabled.

• The latest version of Alive App: Download it on Google Play or App Store.
• Active ISIC, ITIC, IYTC or AliveID card: Your valid card must be activated in the Alive App.
• Bluetooth enabled: Bluetooth must be turned on in your phone to communicate with the door reader. On Android, more precise NFC can also be used.

Activation may take up to 24 hours. Once the feature is ready to use, we'll notify you by email and through an Alive App notification.

No, for security reasons, the Alive App Key feature can only be active on one device at a time. Activating Alive App Key on another phone will automatically deactivate it on the original device.

No, you first need to display the card in the Alive App on your phone before holding the phone near the reader.

The ISIC card contains a photo (an important identification element), which mobile wallets like Apple Pay or Google Pay don't currently support. Both are primarily designed for storing payment or loyalty cards without photos. Although we're in contact with Apple and Google, there's no known timeline for when this functionality might become available.

If you can't activate the feature or have other problems using it, contact us at support@aliveapp.net or reach out to your school's IT support.

• Convenient access: You don't need to carry or search for a plastic card.
• All in one: You have all important information in your mobile phone.
• Fast door opening: You can get inside quickly and comfortably just by holding your phone near the reader.

To use the Alive App Key feature you need:

• A phone with Android version 9 or higher or iOS version 16 or higher
• To have a valid ISIC and activate it in the Alive App
• Turn on Bluetooth in your phone

If your smartphone doesn't have an NFC feature (or you are using iOS version 17.3 or older), don't worry—you can still use the Alive App Key without any issues. In this case, the app will use Bluetooth technology to open the doors.

To enter the school, just follow these simple steps:

• Turn on Bluetooth: Make sure you have Bluetooth enabled in your phone's settings.
• Open your card: Launch the Alive App and display your digital card on the screen.
• Tap your phone: Bring your phone close to the door reader while the screen is awake and the card is displayed. (In this case, you do not need to press any special unlock button; just having the card open on your screen is enough).