Digital Proof of Life

Make sure that at the time of the Proof of Life all of the following requirements are met:

1. DOCUMENTS - you have your valid, not expired, identification document or international passport, allowing the view in perfect conditions of all the essential information, such as the photograph, the validity, the document number and the names of the holder and parents;
   Portuguese identification document - use only the Citizen Card;
2. EQUIPMENT - you have a computer (desktop or laptop) or a smartphone with stable Internet connection and camera in good working condition, both in terms of image and sound and with one of the following browsers (updated with the latest version) installed:
   • Google Chrome (desktop, laptop or smartphone with Android operating system)
   • Firefox (desktop, laptop or smartphone with Android operating system)
   • Safari (desktop or smartphone with iOS operating system)
   • Microsoft Edge;
3. ENVIRONMENT - you are in a quiet and well-lit place;
4. IDENTIFICATION – the following elements are present: CGA user number (see CGA communication) and date of birth;
5. VALIDATION - you have with you the a valid mobile phone number or email address to receive the validation code.

Does not proceed to start the life proof

Ensure that you are entering the pensioner number in the correct format (help available in the application or in the letter sent by the CGA) and that the date of birth is also correct and entered in a valid format (yyyy-mm-dd), in order to proceed.

I am under 18 years old

It is not possible to carry out the proof of life for minors under 18 years old.

I am not receiving the SMS with a validation code

Make sure you are entering the correct mobile number, with country code. If it is not correct, select "Previous step" change the mobile number and proceed again.

If the mobile phone number and country code were entered correctly, you can request a new code to be sent by selecting "Resend".

The code I received is invalid

Make sure you are entering the correct code. You can request a new code to be sent. Entering the code must be immediately upon receipt of the SMS so that it does not expire.

My mobile number's country code is not listed

Only numbers with country codes on the list are accepted. See Identification documents list.

I receive SMS with Biometrid sender

Biometrid is the entity contracted by CGA for the execution of Digital Proofs of Life. The SMS sender is trusted.

I'm not receiving the email with the validation code

Make sure you are entering the correct email adress. If it is not correct, select "Previous step" change the mobile number and proceed again.

If the email adress was entered correctly, you can request a new code to be sent by selecting "Resend".

The code I received is invalid

Make sure you are entering the correct code. You can request a new code to be sent. Entering the code must be immediately upon receipt of the SMS so that it does not expire.

The country of my ID is not on the list

You can use a country document that appears in the list, even if it is not your country of residence. If you do not have any valid documents, you must wait for the letter from the CGA for the documentary proof of life.

Country of residence is not on the list

To carry out the proof of life, you can use a country document that appears in the list. If you do not have any valid documents, you must wait for the letter from the CGA for the documentary proof of life.

I cannot carry out the proof of life with my Identity Card.

The Portuguese Identity Card (“Bilhete de Identidade”) is not accepted, only the National Identification Document (Citizen Card) or the International Passport.

I can’t capture my document

Please make sure that you are using the correct identification document for the selected country.
Ensure that the image conditions are the best possible, according to the indications given: no reflections, good lighting, well framed.
If you can't capture it with your computer's camera, do it with your cell phone camera. Just indicate that you want the capture through another device and open the camera of the mobile phone, point to the QR Code and click on the link, from there the capture process will be available on your mobile phone.
We suggest capturing the document via mobile phone and you can repeat it if necessary.

I don't have a QR Code reader on my phone

If you do not have a QR Code reader installed on your mobile phone, you must access the Internet Store associated with your device (Android), and install any of the mobile applications that scan the QR-Code.

Doesn't recognize my face

Make sure that the capture conditions are the best possible, according to the instructions given: keep your face in the surrounding area and that your face is the only element in front of the camera.
You can repeat up to 5 times, if you are not successful, you will go to the self-assisted interview.
If you can't capture with your computer's camera, do it with your mobile phone's camera. Just indicate that you want the capture with your mobile phone and open the mobile phone camera, point to the QR Code and click on the link, from there the capture process will be available on your mobile phone.

How many times can I make the Proof of Life?

You will have 5 attempts to capture a valid document, or upload the document, as well as to capture the face image. After the 5 attempts, you must schedule a video conference for support and finish the proof of life.

Confirmation of the digital proof of life

The communication of the result (successful/unsuccessful) will be communicated at the end of the digital proof of life journey.

If a video conference is necessary, confirmation will be sent via message to the indicated mobile phone (SMS) or email address, within a maximum period of 2 working days.