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Frequently Asked Questions

Updated: June 17, 2021

QUESTIONS ABOUT THE VERIFLY APP

What is a Confident Traveler Pass in VeriFLY?

Confident Traveler Passes provide travelers a one-stop-shop to making international travel easier. For participating locations and air carriers, VeriFLY’s Confident Traveler Pass provides simple instruction on their destination entry requirements. Travelers can complete the requirements and upload into VeriFLY before their arrival at the airport to help facilitate a more seamless and expedited experience.

What are passes and credentials?

Passes are essential to the VeriFLY App. You must have a valid pass to be able to access services such as a streamlined experience to verify travel requirements. To obtain a valid pass, you must have successfully completed all required steps to validate the credentials required for that pass. A pass will only be valid if all the credentials required for that pass are valid.

What if I have a connecting flight to my final destination?

VeriFLY ensures travelers will have met the required COVID related travel requirements for entry into you final destination. Travelers who are transiting through countries should check for any specific travel requirements for flight connections at that location.

Why do I need to take a selfie during enrollment?

VeriFLY uses your "selfie" to generate a flash pass. Your data never leaves the device and only you determine with whom it is shared.

How much does VeriFLY cost?

VeriFLY is free to download and use.

Is VeriFLY available in different languages?

VeriFLY is currently available in both English and Spanish. We are working to expand the use to other languages.

Does VeriFLY work offline?

VeriFLY requires a network connection to acquire credentials and passes. However, valid passes can be accessed and presented when your device is offline.

Which operating systems does VeriFLY support?

VeriFLY is compatible with both iOS and Android operating systems and currently supports iOS 11.0 (and higher) and Android 5.0 (and higher).

Can I use my VeriFLY passes and/or credentials anywhere?

No. We are currently in the process of expanding our partnerships with new pass and credential providers to give users more VeriFLY opportunities. A list of available passes can be found on the "Browse" window of the VeriFLY app.

Can I change my photo or email address?

VeriFLY is designed with security and privacy being of utmost importance. Since your enrollment identity resides on your device and is tamper-proof, you must delete VeriFLY using the “Delete My Account” option in the app and re-enroll if you wish to change your photo.

What happens to my VeriFLY account if I lose my phone and/or purchase a new one?

Please reach out to us at info@myverifly.com or submit a request here to recover your account.

Can I delete VeriFLY?

Yes. You always have control over your VeriFLY app, which includes the right to be “forgotten” at any point in time.

What happens to my data if I uninstall the app?

Once you uninstall VeriFLY, your account will remain active for a period of 12 month and then deleted.

How do I delete VeriFLY?

To delete your account, please use the “Delete VeriFLY account” options within the app settings. Once this is done, the account and all data are deleted and cannot be restored.

How do I recover my account?

Please reach out to us at info@myverifly.com or submit a request here to recover your account.

 

IN-APP TROUBLESHOOTING QUESTIONS

How do I add a pass?

The passes available to you will appear when you choose the “Browse” button at the bottom of the app. Please read more about Adding Passes in our help center.

I have a valid VeriFLY pass for travel. How do I use it?

A valid pass ensures accuracy and compliance with the destination’s COVID entry requirements. Show your valid pass when you check-in at the airport.

My VeriFLY pass has status "Confirmed." What does that mean?

A confirmed pass status means you have validated all required credentials for the pass, but the pass is not ready for use. Most often, this occurs when a pass can only be active for a specific date/time and the user is outside of that period.

How long is my VeriFLY pass valid?

The VeriFLY pass is valid as long as the credentials required for that pass are valid. Validity periods are displayed in time/date format on each pass.

Is my VeriFLY pass linked to my airline boarding pass?

No. You will need to use your boarding pass and VeriFLY pass separately at the airport. We understand this can be an inconvenience and are actively working to improve this user experience.

 

 AIRLINES TRAVEL QUESTIONS

Is this app for both international and domestic travelers?

VeriFLY is currently only used for international flights. For a full list destinations we support, please visit here.

Will customers be able to use the app for document validation upon arrival in their destination airport?

While VeriFLY will streamline and expedite the verification process for check-in at departure, customers will need to continue to follow the rules and regulations of their destination country (e.g. Jamaica). We are working to expand the VeriFLY app to international destinations so that it can be accepted on both ends of the travel journey for a more streamlined customer experience.

Will this app solution be accepted by local government authorities anywhere American flies?

Not right away, but that is the goal. We are actively participating in discussions with several countries to expand our use of the VeriFLY app..

Does the app eliminate the need to carry documentation?

No. Customers should continue to carry the necessary documentation proving ability to travel regardless of whether or not they are using the VeriFLY app.

If the app doesn’t eliminate the need to carry documentation, how does it streamline the traveling experience?

This is just the first step in a multi-phase process to make international travel easier for  travelers. We are working to expand acceptance of the app for boarding to more destinations, and are actively participating in discussions with several countries to expand app acceptance. The ultimate goal is to give travelers a streamlined verification process on both ends of the travel journey.

When do I need to get a COVID test or vaccine?

Information on COVID testing or vaccine requirements specific to your travel destination can be found in the participating country's pass details in VeriFLY. More information can be found here

Who do I contact if I am close to departure and have not yet received VeriFLY authorization?

VeriFLY handles reviews based on the order they are received. The sooner you submit your test or vaccine, the quicker it will be reviewed. VeriFLY updates test or vaccine results in real-time so your app should have the most current status.

How is the information I submit to the application used?

Your VeriFLY travel pass information is only used to ensure accuracy and compliance with the destination’s COVID entry requirements. Please reference the VeriFLY privacy policy for further details.

Can I sync my COVID test or vaccine results to the app?

Users should upload proof of their test or vaccine results to the app for verification. At this time, VeriFLY does not provide electronic integration with a testing or vaccine provider.

How quickly are my COVID test or vaccine results uploaded to VeriFLY?

Travelers enter their travel details and upload required documentation directly in the app. As travelers verify each required element for travel, the app verifies that the customer’s COVID test or vaccine matches a country’s requirements and displays a simple “pass” or “fail” indicator.

Is there an option to sync or upload VeriFLY info to countries’ websites for their entry requirements, or do travelers have to download and then upload their results?

Travelers should continue to share any required documentation with their destination in accordance with local guidelines.

What if I do not want to participate in the pilot?

You are not obligated to use VeriFLY.

Do I need to be a US citizen to participate?

No, anyone can use VeriFLY.

Need Further Assistance?

Please visit the VeriFLY Help Center


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