The Passport app and its White-label equivalents have an App information screen that includes key details about your device and the version of the app you're currently using. These details are crucial to help our support and technical teams troubleshoot any issue you may have with the app.
This guidance applies to Passport Version 5, which will begin rolling out for White-label apps in late September 2026.
Until your app is updated, you should follow the guidance under Troubleshooting Previous Versions of Passport.
Troubleshooting Passport Version 5
To help us troubleshoot any issues with your app, you simply need to copy the details from your app information screen before contacting support.
Step 1. Copy the information screen from the app
Open the Passport app if you haven't already.
Tap your icon to open the drop-down menu.
- Tap Help & support.
- Tap App Information.
- Take a screenshot of the information displayed.
Step 2. Contact support
Once you have a copy of your app's details, you can contact support. Make sure to share:
- The information page details
- A description of your issue
Our team will tackle your app issue as soon as possible!
Troubleshooting Previous Versions of Passport
To help us troubleshoot any issues with your app, you simply need to copy the details from your app information screen before contacting support.
Step 1. Copy the information screen from the app
- Open the Passport app or its white-label equivalent.
- Tap on the three dots icon.
- Tap on App information.
- Tap on the information to copy the details on your phone.
Step 2. Contact support
Once you have your app's details copied and saved, contact support making sure you:
- Share the information page details
- A description of your issue
Our team will tackle your app issue as soon as possible.