Support

Airside Digital Identity App

General

FAQs for everyone using the Airside Digital Identity App
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American Airlines

FAQs for American Airlines members using their Mobile ID
Alaska Airlines Airside Digital ID App

Alaska Airlines

FAQs for international travelers using Alaska Airlines Mobile Verify

Airside App

The Airside App is a convenient and private solution to prove and manage your digital identity. The application can be used to easily verify your identity, then store and share your digital identity, which may be comprised of your passport, driver’s license, military ID, COVID-19 Vaccination Record Card (on iOS), and more. By using the Airside App, you save time while maintaining control of your data.
  • Download the Airside Digital Identity App for free from the Apple App Store on an iPhone with iOS 15.0 or later or the Google Play Store on Android devices with OS version 8.0 or later (API level 26). Android devices must also have NFC capability.
  • Open the app and create an account using your email address. Check your email inbox for a verification code to confirm your email address. Your account will be encrypted using TouchID, FaceID, or your device PIN.
  • Select the Documents tab to take your selfie, then add and verify your passport and/or driver's license.
  • Select the Services tab and determine how you’d like to use your digital ID. Services available: American Airlines Mobile ID for use at TSA PreCheck® and the Admirals Club®; notabot by IDPartner, which verifies your identity for Twitter; and the Health Pass Service for your COVID-19 Vaccination Record (iOS only).
  • Select the Activities tab to keep track of how your information is shared and revoke access at any time.

The Airside App is free. You can download it from the Apple App Store onto a mobile device with iOS ≥14.0 or the Google Play Store onto a mobile device with Android 8.0 (API level 26) or later.

Yes. Turn on your Wi-Fi or data and make sure the Date & Time Settings for your device are set for your current, local time zone.

You can add a verified passport issued from any country as long as the passport has not expired and has an electronic NFC chip, as identified by an e-Passport gold square symbol on the front cover, located under the country of origin.


You can also add a verified driver’s license. Please note that the following states do not participate in this type of digital verification — AK, CA, LA, MN, NH, NY, OK, PA, SC, UT. Driver’s licenses from these states will fail to be verified and enrolled in the app. In this case, we suggest you add your passport.


The Airside app now features helpful notifications about about your passport or driver’s license at three times: (1) when it is within nine months of the expiration date, (2) when it is within one month of the expiration date, and (3) on the day it has expired.

 

Other documents that may be added to the app include selfies and, for iOS devices, images of COVID-19 vaccination record cards.

Your selfie is required as part of the verification measures performed on your ID.

The app will prompt you to take a selfie, scan your passport’s machine-readable zone (MRZ) code with your phone’s camera, and then read the embedded chip using your phone’s NFC (Near Field Communication) technology.

  1. Make sure your passport has not expired and confirm that it is an e-Passport with a readable electronic NFC chip. E-Passports are identified by a gold square symbol on the front cover, located under the country of origin. Note that chips can be damaged, making them unreadable by a device.
    Airside Digital Identity App Passport Upload
  2. Check your mobile device Settings to allow the app access to the camera and NFC chip reader.
  3. Find a stable, well-lit environment to avoid distortion or glare on the passport. Remove any external covers or holders from your passport.
  4. Open the app, tap the Documents tab from the bottom navigation bar, and select Passport. Follow the prompts to take a selfie.
  5. Open your passport to the photo page and tap Scan Passport. Align the MRZ code at the bottom of the page with the blue bar on your phone to automatically capture the code.
  6. Place your phone flat against the open passport, tap Read Chip, and move it slowly until you see three progress dots, then stop and wait for the read to complete. Because passport chip and phone antenna locations vary, you may need to rotate your phone 90 degrees and/or try the passport’s center fold or back cover for a successful read. When complete, tap Next.
  7. Review the information on the consent form and tap I Consent to verify your passport. Once complete, your passport information can be found under the Documents tab.

Note: The Airside App only verifies U.S. driver’s licenses against data from the issuing agency. The following states do not participate in this type of digital verification — AK, CA, LA, MN, NH, NY, OK, PA, SC, UT. Driver’s licenses from these states will fail to be verified and enrolled in the app. In this case, we suggest you add your passport.

How to add a driver’s license:

  1. Find a stable, well-lit environment to avoid distortion or glare on the driver’s license.
  2. Select the Documents tab from the bottom navigation bar, then select Driver's License.
  3. Place your driver’s license on a flat surface and avoid glare.
  4. Take a photo of the front, then the back.
  5. Review the information on the consent form and tap I Consent.
  6. Once your document is verified, tap Continue. Your driver's license is now enrolled on the app.

Quick Video

Depending on which biographic and biometric attributes were collected and are contained in the driver’s license issued by the state, it may not be possible to digitally validate and verify its credentials.

Additionally, if you are trying to enroll your driver’s license issued by one of the following states, it will not work: AK, CA, LA, MN, NH, NY, OK, PA, SC, UT. In this case, we suggest you add your passport.

Your IDs are only located on your encrypted device. Airside does not use a central database, therefore your IDs cannot be edited, shared, or deleted remotely. You may store your IDs on the app or choose to add them each time you use a service.

View: To find the IDs you've added to the app, tap the Documents tab. This will provide a list of your enrolled documents, like your passport and/or driver's license.

Delete: If your passport or driver's license has expired, you may delete it from the app and add your new ID. To delete your IDs from the device, open the Documents tab, select the ID and tap Delete Document (iOS) or tap the trash can in the top right (Android).

Retake Selfie: To change your selfie, tap Documents, then tap your enrolled selfie.
  • iOS: Tap Take New Selfie then Take a selfie, and your camera will open to allow you to retake your selfie.
  • Android: Tap Delete Selfie, then Delete, then tap the camera icon to retake your selfie.
NOTE: Deleting your IDs will also revoke any active consents. However, if you uninstall the Airside App, all active consents will expire automatically at their expiration date.

No worries. You can enroll your ID again. Please know that any consents linked to a deleted ID are automatically revoked and will no longer be active. To use the services on the app, you will need to add your IDs again.

No, the Airside Digital Identity App is not a replacement for your physical IDs. The digital version of your passport and driver's license on the app is a convenient and secure companion to your physical document, which can be used to unlock many services requiring ID verification.

The document scanner helps save time and reduce error when adding an ID on the app. Instead of manually entering the information from the ID, the scanner quickly and accurately captures the information needed for verification and automatically fills in the data fields. Use the document scanner in a stable, well-lit environment and avoid reflection.

When adding a passport to the app, you’ll first take a selfie. Next, your phone’s camera will scan the passport to capture data from the machine-readable zone (MRZ) code located at the bottom of the personal data page to get access to the chip. Then, your phone’s Near Field Communication (NFC) technology will read the passport chip to validate the biographic data, compare the high-resolution passport photo to your selfie, and ensure the digital security and authenticity of the document. Quick Videos: How to enroll a passport on iOS How to enroll a passport on Android
No. There is no way to digitally transfer IDs or previous activities from one device to another. You will need to add your IDs on the device you intend to use while using the services.

No. At this time, IDs can only be enrolled on the app for one person.

No. Anyone 13 years of age or older can enroll an identity document on the app and use the services.
You should not submit content on the Airside Digital Identity App if you are under the age of thirteen (13).
The app is encrypted on your device using your Touch ID, Face ID, or PIN, which are stored on your device keychain. That means you don't need to remember an app-specific PIN or password. To change your device’s TouchID, FaceID, or PIN, please visit your Settings.
A share consent is similar to a contract between you and a business or organization (e.g. airline) that details the requested information, the purpose of use, and the duration of the agreement. Airside’s goal is to present this information to you in an easily understandable and transparent manner.
After adding and verifying your ID(s) and providing your consent to share, your personal information will be transported with end-to-end encryption to the organization in a standards-based approach with an explanation of the terms and permissions.
Specifically, the consent process allows you to review the following conditions before, during and after the time your information is shared:
  1. What kinds of identified personal information is shared for the selected service;
  2. Which organization may access personal info and for what purpose;
  3. How long your personal info is shared and when it will expire;
  4. How your personal info is encrypted in storage and throughout transactions; and
  5. How you may revoke your consent to share.
Upon expiration of a given consent, the key used by the organization will no longer work and their access to your IDs will be denied. If you'd like to initiate another share consent, select the Services tab.
No. After the share consent period has expired you will need to initiate another share consent to use the services.

Airside and Expedited Travel have partnered to create a combined service offering of the Airside Digital Identity App and RushMyPassport online passport renewal application.

Users of the Airside app will receive an in-app notification about their passport at three times: (1) when their passport is within nine months of the expiration date, (2) when their passport is within one month of the expiration date, and (3) on the day it has expired. Specifically, U.S. passport holders will be given the opportunity to quickly redirect from the Airside app to the RushMyPassport website to renew their passport by completing the administrative work digitally, without an in-person visit to a passport office or enrollment center.

Using the Airside Digital Identity App, the authenticity of your ID(s) will be verified and protected by robust encryption and security technology. Your information will be encrypted at rest on your device and during transit. Airside does not use a central database and cannot access, does not own, and will not sell information. Your IDs are only located on your encrypted device and are only shared with the identified relying party when you give consent.

Absolutely. There has never been a time when the integrity and privacy of digital identity were more important. We believe your control of your personal information is a fundamental right and you can do so easily using our services. We promise the highest levels of security to keep your information safe and commit to only using your information for the purpose(s) to which you have agreed in the consent process.


Specifically, the Airside App uses your Touch ID, Face ID, or device PIN, which are stored on your device keychain. That means you don't need to remember an app-specific PIN or password and that you are the key to unlocking your personal information. After you give consent to share your personal information, it is transported via end-to-end encryption protocols.

We welcome you to read through Airside's Privacy Policy at airsidemobile.com/privacy-policy.

Founded in 2009 and headquartered in the Washington D.C. area, Airside committed from the start that data privacy is a human right. We build secure and convenient digital identity technology in a way that protects personal information and meets privacy regulations around the world.

 

Our unique architecture led to a partnership with U.S. Customs and Border Protection (CBP) and Airports Council International-North America (ACI-NA), and the launch of the Mobile Passport App in 2014. Airside’s Mobile Passport was trusted by over 10 million people at over 30 U.S. airports and cruise ports as a secure, touchless solution for travelers to save time and gain peace-of-mind during the customs inspection process.

 

Airside’s larger privacy network is the first of its kind and keeps privacy-by-design and leading-edge security as its guiding principles for use by individuals and businesses alike. Individuals are empowered by controlling their personal information with transparent consent protocols on their encrypted device, and businesses protect against fraud and ensure a duty-of-care by managing only the information necessary for a variety of experiences. Strong encryption technology using innovative, decentralized architecture keeps information safe, eliminating any source verification database that can be accessed or used by Airside.

We'd love to hear from you! Please email us at [email protected].

Airside partnered with IDPartner’s NotABot service to show you’re not a bot on LinkedIn and X (Twitter).

To use NotABot, login to your LinkedIn or X account, select Airside as your identity provider, select your verified ID on the Airside app, and give consent to IDPartner to share that your identity has been verified. Airside, IDPartner, and your social media platform cannot see any details of your verified ID at any time during this process.

American Airlines Mobile ID Services

General

The American Airlines Mobile ID Services makes it easy for AAdvantage® members to enter select TSA PreCheck® security checkpoints and Admirals Club® lounges using their mobile ID on the Airside App, which works in place of a physical ID or boarding pass.

 

Watch Video

For use at TSA PreCheck®, you must be an American Airlines AAdvantage® member with TSA PreCheck®. You will be required to link your Airside and AAdvantage® accounts to use this service.

 

For use at the Admirals Club®, you must be an American Airlines AAdvantage® member. You will be required to enter your AAdvantage® member number on the Airside App to use this service.

 

Both services allow a mobile ID to be created on the Airside App using a U.S. passport or driver’s license from states that are part of the AAMVA DLDV program. Driver’s licenses from the following states are not eligible - AK, CA, LA, MN, NH, NY, OK, PA, SC, UT. Travelers with IDs from these states should use their U.S. passport for creating a mobile ID.

We suggest you download the free Airside App, enroll your verified driver’s license or passport, and create your American Airlines Mobile ID before your travel. You only need to set up your Airside App once; then, you can reuse your mobile ID each time.

For use at TSA PreCheck®, you must enroll a U.S. e-passport or U.S. driver’s license from states that are part of the AAMVA DLDV program. Driver’s licenses from the following states are not eligible: AK, CA, LA, MN, NH, NY, OK, PA, SC, UT.

 

For use at the Admirals Club®, you must enroll any e-passport or U.S. driver’s license from states that are part of the AAMVA DLDV program. Driver’s licenses from the following states are not eligible: AK, CA, LA, MN, NH, NY, OK, PA, SC, UT.

The American Airlines Mobile ID program has temporarily suspended usage of the Airside App for bag drop as we work together to enhance the traveler's experience and launch an updated program later this year.

Please visit the American Airlines Touchless ID website to learn more about the program. Also, you may visit their Admirals Club® website to contact American Airlines for support.

TSA PreCheck®

The Transportation Security Administration (TSA) is integrating new CAT-2 digital ID technology at various airport checkpoints around the United States. This service makes it easy for travelers to process through the TSA checkpoint using only their smartphone and face rather than presenting a physical ID and boarding pass.

 

Your journey starts with the creation of a verified mobile ID on the Airside App. Then, instead of fumbling for your ID and boarding pass, you can present to TSA your mobile ID in the form of a digital encrypted Quick Response (QR) code on the app and look into the camera for a facial biometric scan.

 

Added bonus: some TSA PreCheck® locations, like Ronald Reagan Washington National Airport (DCA), will have designated lanes for travelers specifically using their American Airlines Mobile ID on the Airside App.

The American Airlines Mobile ID service for TSA PreCheck® is available at Ronald Reagan Washington National Airport (DCA), with additional airports integrating TSA’s new CAT-2 technologies for digital identity soon.

Be sure to follow the steps 1-2 to setup and create your mobile ID before your trip so it’s ready to present at the TSA checkpoint.

  1. Set up the app: Download the free Airside App and create your account. Check your device Settings to allow the app access to the camera and NFC reader.
  2. Create your mobile ID: Under Services, tap American Airlines Mobile ID and then select service For use at TSA PreCheck®. Enroll your driver’s license or passport, then link to your American Airlines AAdvantage® member account. Tap on I Consent to agree with the Terms of Use and Privacy Policy. Your mobile ID will be created in the form of a QR code on the app. Be sure to bring your physical ID on your trip in case it’s requested by TSA. Upon arriving at the airport security checkpoint:
  3. Power up your phone: Turn on Wi-Fi or data. Make sure the Date & Time settings for your device are set for your current, local time zone, and turn on Bluetooth.
  4. Find the TSA PreCheck® security checkpoint: Look for signage. Some TSA PreCheck® locations will have designated lanes for travelers using their American Airlines Mobile ID.
  5. Open the Airside App: Select American Airlines Mobile ID and For use at TSA PreCheck®, then tap Present QR Code. This QR code will expire after two (2) minutes, but you can refresh the QR code when you approach the TSA officer. Likewise, if you keep the app open on the QR code screen, the QR code will automatically refresh every 90 seconds.
  6. Present your mobile ID: Present your smartphone with the QR code showing face up to the scanner. Note: The feature that increases the brightness level when the QR code is enlarged was implemented to allow the scanner to better read the QR code. The brightness level resets to the previous level once the screen is locked and unlocked again.
  7. Look at the camera: A camera will take a facial scan to provide a match of your face with the mobile ID you presented on the app. Your biometric and biographic details will be displayed for the TSA officer to approve your entry through the checkpoint.
TSA requires you to have a confirmed AAdvantage® member number and TSA PreCheck® Known Traveler Number (KTN) in the Airside App to use the American Airlines Mobile ID service for TSA PreCheck®.

In the Airside App, you will be prompted one initial time to link and login to your American Airlines account. Make sure your AAdvantage® member number and TSA KTN are saved in your American Airlines member profile as they will be auto-populated into the Airside App for future uses. You may link your AAdvantage account to the Airside App in one of two ways:

 

Via American Airlines Mobile ID tile

  1. Tap the American Airlines Mobile ID tile
  2. Tap For use at TSA PreCheck®
  3. Tap Continue then I Consent
  4. Tap Continue then tap Link Now and Continue to access your AAdvantage account
  5. Enter your AAdvantage® credentials and tap Log In

Via the More section
1. Tap More at the bottom of the screen
2. Tap Linked Accounts, then American Airlines
3. Tap the American Airlines Account toggle button, then tap Continue to confirm
4. Enter your AAdvantage® credentials and tap Log In

Yes, you will need to use either WiFi or cellular data to link your Airside and American Airlines AAdvantage® member accounts and create your mobile ID.
You will present your mobile ID in the form of a QR code to TSA at the checkpoint. This QR code will expire after two (2) minutes. Once you arrive at the TSA security checkpoint, tap Generate New QR Code to enable it to be transmitted to TSA via BLE at that time.
No. Because the QR code on your phone is used to transmit your mobile ID to TSA via Bluetooth Low Energy (BLE) technology, a screenshot or any other photo of the QR code will not work.
If you’ve received an error message in the Airside App indicating that you’ve tried to verify your identity three times without success, you will be prompted to try again in 24 hours. This is a TSA requirement to help prevent fraudulent activity related to your digital identity.
A Known Traveler Number (KTN) is issued by U.S. Customs and Border Protection (CBP) to those approved for Trusted Traveler programs, such as TSA PreCheck®, Global Entry, NEXUS, or SENTRI. You can look up your KTN on the TSA website.
No. Linking your Airside and American Airlines AAdvantage® member accounts only serves to populate your confirmed AAdvantage® member number and TSA PreCheck® Known Traveler Number (KTN) in the Airside App to use the American Airlines Mobile ID service for TSA PreCheck®.

No, you do not have to link to your Airside and American Airlines AAdvantage® accounts. However, TSA requires you link these accounts to use your mobile ID at TSA PreCheck®.

If you choose to link your accounts, you may revoke your shared information and linking settings at any time via the More section in the Airside App.

Admirals Club® Lounge

This service makes it easy for AAdvantage® members to save time and enter the Admiral’s Club® using only your face.

Your journey starts by creating and sharing your mobile ID with American Airlines via the Airside App. When you arrive at the entrance to the Admiral’s Club® lounge, and instead of fumbling for their boarding pass or ID, simply look into the camera for a facial biometric scan to match against your verified mobile ID on the Airside App.

The American Airlines Mobile ID service for the Admirals Club® is available at Dallas Fort Worth International Airport (DFW).
To be super speedy, complete steps 1-2 within seven (7) days of your departure:

  1. Set up the app: Download the Airside App and create your account. Check your device Settings to allow the app access to the camera and NFC reader.
  2. Create your mobile ID: Open the Airside App and select Services. Tap American Airlines Mobile ID and then select For use at Admirals Club®. Enroll your driver’s license or passport and use the drop-down menus to select departure airport, departure date, ID, and AAdvantage® member number. Tap I Consent to agree with the Terms of Use and Privacy Policy. Be sure to bring your physical ID on your trip just in case.

    Upon arriving at the Admiral’s Club®:

  3. Power up your phone: Turn on Wi-Fi or data. Make sure the Date & Time settings for your device are set for your current, local time zone.
  4. Find the Admirals Club®: Look for signage to use the Airside App for access. The camera on the verification tablet will take your facial scan to provide a biometric match of your face with the ID you enrolled on the app.
Yes. You can use the manual check-in process to access the Admirals Club® lounge.

Alaska Airlines Mobile Verify Services

The Alaska Airlines Mobile Verify Service makes it easy for U.S. and Canadian passport holders to share their verified passports with Alaska prior to an international trip, then skip the check-in line at the airport.

The Mobile Verify service in the Airside app is one part of Alaska’s initiative to transform the airport experience by helping you get through the lobby in five minutes or less.

 

Watch Video

Guests flying on international flights with Alaska Airlines using U.S. or Canadian passports, aged 13+.

The authenticity of your identity data will be verified and protected by robust encryption and security technology in the Airside app. Your information will be encrypted at rest on your device and during transit to Alaska. Airside does not use a central database and cannot access, does not own, and will not sell information. Your data are only located on your encrypted device and are only shared with Alaska Airlines when you give consent.
No. The Airside Digital Identity App can be downloaded for free on iOS and Android smartphones. There is no fee to use the Mobile Verify service.

See where Alaska Airlines flies internationally here.

We suggest you prepare for your booked international flight today from the comfort of your home. Download the Airside app and verify your U.S. or Canadian passport, then share it with Alaska Airlines before you travel.

 

You only need to enroll your passport once on the Airside app; then, you can reshare it each time.

At this time, U.S. or Canadian e-passports (passports with chips). Note that some countries require passports to be valid for at least six months before the date of expiration in order to gain entry to the country.

Follow these steps before your trip and you’ll be ready to skip the line in the airport lobby.

 

  1. Set up the app: Download the free Airside app and create your account. Check your device Settings to allow the app access to the camera and NFC reader.
  2. Verify your passport: Open the app, select the Services tab, and open Alaska Airlines Mobile Verify. Enroll your U.S. or Canadian passport.
  3. Submit your trip data: Enter your departure location, departure date, and 6-letter confirmation code.
  4. Share passport: Review how your information will be shared with Alaska Airlines. Tap I Consent to agree with the Terms of Use and Privacy Policy.
  5. Review your shares: You can see a history of how you have shared your passport with Alaska in the past, as well as revoke any active consents.

Your confirmation code can be found in the email you received from Alaska Airlines after purchasing your international ticket. You can also find it in the Alaska app or by logging into your account on alaskaair.com.

Yes, you need to use either WiFi or cellular data to use the Airside app to enroll your verified passport and share it with Alaska Airlines.
No.

You can contact Alaska by visiting their website here: https://www.alaskaair.com/content/about-us/help-contact

Health Pass Service

Currently available for iOS devices, the vaccination card service allows you to store a digital image of your COVID-19 vaccination record card on the Airside App for easy access, eliminating the need to hunt through photo collections. This allows you to safely present your card to restaurants, offices, hotels, theme parks and/or in other situations where a visual presentation of an image of the vaccination card is acceptable. This service also provides a link between a personal vaccination self-attestation with your source-verified passport and/or driver’s license.

Watch Video Tutorial  

Airside does not vouch for the authenticity of the vaccine record card images or the results themselves. It is up to the organization reviewing the information to determine their own level of confidence in the image presented.

Airside verifies the identity of the user through biometric matching and ID document verification of passports and driver’s licenses. However, it is up to the individual to self-attest the validity and accuracy of their vaccine record.

Only you can access your records and determine how long to keep them. Your information - both your identity info and your vaccination records - is kept locally on your phone in the Airside App, and there is no central database at Airside where your information resides.
No, the Airside App cannot be used to present a record of your COVID-related travel requirements (e.g. tests or vaccines) with American Airlines during check-in and boarding for international travel.

Mobile Passport

From August 2014 to January 2022, the Mobile Passport application by Airside enabled U.S. and Canadian passport holders to submit passport information and answers regarding travel entry to U.S. Customs and Border Protection (CBP) on a mobile device.

 

Airside designed the Mobile Passport App to reduce the associated administrative and operating functions carried out by CBP, increase the quality of inspections, streamline the traveler’s inspection process, and shorten overall entry wait times (as compared to traditional primary processing).

 

On February 1, 2022, Airside’s Mobile Passport App was discontinued for the use of submitting passport and travel entry information to CBP. Airside would like to thank CBP and the Airports Council International-North America (ACI-NA) for the opportunity to provide millions of travelers with the first app for the Mobile Passport Control (MPC) program. We are excited by the path created for the expanded use of mobile passports and driver’s licenses, such as the American Airlines Mobile ID for TSA PreCheck® and the Alaska Airlines Mobile Verify service, now available on the Airside App.

Mobile Passport plus was the premium version of the Mobile Passport App by Airside that provided convenient features, such as the automated document scanner to quickly and accurately capture passport details, encrypted storage of multiple passports, and a history of previous trips submitted on the app. As of February 1, 2022, in-app purchases of Mobile Passport plus will no longer be available.
If you made an in-app purchase of Mobile Passport plus, you may continue to access your stored passport(s) and trip history on the app through your subscription’s expiration date.

You may determine your subscription status a couple of different ways:

 

1.     Store: The best way to determine and manage your subscription status is by visiting the App Store or Google Play Store. You can also refer to the order receipt email sent to you by the store. It will detail the subscription guidelines and links to how you can review your subscription directly in the store. You will not receive an email from the App Store or Google Play Store if you used the free version of Mobile Passport.

 

2.     Device Settings: You may open your device settings to view and manage your subscription there.

 

a.     iOS: Open device Settings, select [your name], select “iTunes & App Store”, select “Apple ID”, select “View Apple ID”, select “Subscriptions.” If you upgraded to the premium version of Mobile Passport plus, the list of “Options” will show a checkmark next to Mobile Passport plus and a tab directly below to “Cancel Subscription.”

 

b.     Android: Open device Settings and select “Apps.” Mobile Passport will only be listed if you have upgraded to Mobile Passport plus. In this case, select “Mobile Passport” and options to manage your subscription. This will direct you to the Google Play Store where you can manage your subscription.

Managing subscriptions in the Apple App Store: 

Given our privacy-by-design commitment, Airside does not maintain a central database to store receipt validation, which means we cannot remotely locate or cancel subscriptions. If you upgraded to a Mobile Passport plus subscription prior to February 1, 2022, the Apple App Store will no longer auto-renew or charge your account and initiate payments per the monthly or annual payout schedule.

 

Some purchases from the App Store may be eligible for a refund. Requests can be initiated using a web browser or by using the Settings app on your iPhone.

 

How to request a refund using a Web Browser:

  1. Sign in to reportaproblem.apple.com.
  2. Tap or click I’d like to, then choose Request a refund.
  3. Choose the reason why you want a refund, then choose Next.
  4. Choose the app, subscription, or other item, then choose Submit. If you were charged for a subscription that you no longer want, you can also cancel the subscription.

How to request a refund using the Settings app on your iPhone:

  1. Open the Settings app, then tap [your name] and Subscriptions.
  2. Choose the reason why you want a refund, then choose Next.
  3. Choose the app, subscription, or other item, then choose Submit.

If you need further assistance with your refund request or have questions about Apple’s refund policy, please contact the App Store directly at https://support.apple.com/ or 1-800-275-2273.

 

Managing subscriptions in the Google Play Store: 

 

To prevent your current subscription from renewing, cancel the auto-renew feature on your device no later than 24 hours before your next billing date.

 

Pro-rated refunds are managed by Google and Airside and can be initiated by the one of the following processes:

  1. On a mobile browser, open play.google.com/store/account, tap Order History, locate Mobile Passport and swipe left. Tap More, then select Request a refund or Report a problem. You may also open your device Settings, select Apps, select Mobile Passport, then select App details in-store
  2. Email Airside at [email protected] with your request and include the subscription order number.

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