Troubleshooting & Helpful Tips

Face ID Loop: myColorado seems to be stuck in a loop when I open it. How do I fix this? 

This behavior is due to a previous app version and has been resolved in the latest app releases. If you are still experiencing this issue, follow the steps below:

• Note your username.

• Update to the newest version available.

• Sign in to your account.

• Enjoy!
  
  

The app times out frequently and I have to Sign in again. Is there a way to prevent this?

For security reasons, the app times out after about 10 minutes. When you finish using the app, close it to prevent it from timing out.

I tried to scan a QR code to wirelessly share information with a merchant or peace officer, but it said "invalid QR code." Why does this happen?

The issue may be related to the angle of your phone while scanning the code. Try positioning your phone's camera so it's directly facing the code. It could also be related to the lighting or glare.

The free-floating flower hologram in my Digital ID is not moving. What should I do?

On iPhone SE model phones the "Reduce Motion" feature needs to be turned off. Follow the instructions on this Apple support page to change the setting.  For further assistance, contact myColorado support at myColorado@state.co.us.

My camera appears to be storing pictures on my Android phone taken during the account setup process. How can I prevent this?

Some native cameras on Android phones store photos. To prevent photos from being stored when creating your myColorado account, download a camera app on Google Play. During the myColorado account creation process, your phone will ask you to select which camera to use (the native camera or the Google Play camera). Choose the Google Play camera.

Why can’t I find the myColorado app on Google Play?

Google Play only displays apps that are compatible with your phone.  If you search and can’t find the app, you may need to update your device operating system.

What is the file size limit for documents I upload to myColorado? 

The file size limit is 20MB per document. 

I'm on an Android device and the app is missing buttons and/or displaying incorrectly.

It's possible that your device's zoom or font size settings are causing this. Try restoring them back to normal by clicking Settings > Display > Font Size and Settings > Display > Zoom and adjusting from there. If this method doesn't fix the app display, please contact Customer Support.