Troubleshooting T-Bird Mobile ID Issues
If you're having trouble downloading your T-Bird Mobile ID, here are some things to check:
- Verify your status. You must be a current student registered for classes or a current active employee to set up the ID.
- Confirm photo upload. You can't download your mobile credentials until a photo has been submitted and approved. This process can take up to 24 hours. You can upload your photo at https://www.suu.edu/id/.
- Reinstall the apps. Make sure you have both the Google Authenticator and Transact eAccounts apps installed on your phone. If you're still having issues, try deleting and reinstalling them from your app store.
- Note for Android Users: To use the mobile ID, your phone must be NFC (Near Field Communication) capable. Most modern smartphones have this feature. If your phone doesn't, you will need to contact the SUU NEST to get a physical ID card. Their contact page is at https://www.suu.edu/nest/.
Setting Up T-Bird Mobile ID on a New Phone
You will need to contact the IT Help Desk to retire your previous device. Once that is done on your new device, follow these steps:
- Reinstall the apps. Make sure you have both the e-accounts app and the authenticator app installed on your new phone.
- Follow the setup instructions. You can use the provided link to get started with the setup process.
- Note: You do not need to resubmit your photo.
Using Your Mobile ID with a Locked Phone (Express Mode)
To use your mobile ID for a quick tap-in on your campus device, you may need to enable "Express Mode" on your phone's wallet. This allows your mobile ID to work without waking, unlocking your device, or using Face ID, Touch ID, or a passcode.
For iPhone:
- Open the Wallet app.
- Select your T-Bird Mobile ID.
- Tap Card Details (the information icon in the top right)
- Tap Express Mode or Express Transit Settings.
- Select your T-Bird Mobile ID to set it as the express card.
For Android:
Express mode functionality on Android can vary by phone manufacturer and Android version.
- Open your phone's Settings app.
- Search for NFC or Connected devices.
- In the NFC settings, look for an option to enable "Require device unlock for NFC" and make sure it is turned off for the T-Bird ID to function with a locked screen.
- If your phone has a "Quick Access Wallet" feature, this may also need to be configured. The wallet on your lock screen can often be enabled through the Display or Lock screen settings.
Need More Help?
If you have trouble getting connected, the SUU IT Help Desk is here to assist. In-person assistance is often the easiest way to resolve connection issues.
- Office: ST 107
- Phone: 435-865-8200
- Email: support@suu.edu