RedSafe — Troubleshooting
Red Safe is managed by the ICRC and enables you to access delivered by the ICRC and its humanitarian partners, including the National Red Cross and Red Crescent Societies.
In case you experience any problems related to the usage of the app, please refer to this troubleshooting section. Should you not find the answer you need, you may contact redsafesupport@icrc.org.
- I forgot my username. What can I do?
Click 'forgot username' on the login screen. You will be asked to provide your email address or phone number. If you haven't registered an email or a phone number, or if the process does not work for any other reason, then please send an email to redsafesupport@icrc.org. Include a phone number or email address on which we can reach you.
- I forgot my password. What can I do?
Click 'forgot password' on the login screen. You will be asked to provide your email address or to answer security questions. If you haven't registered an email address or setup your security questions, or if the process does not work for any other reason, then please send an email to redsafesupport@icrc.org. Include your username, phone number or an email address on which we can reach you.
- I entered my password incorrectly 3 times and my account was locked. How should I unlock it?
Wait for 10 minutes and try again.
- Why has my account been locked and how do I unlock it?
Your account can be locked for several reasons:
- You typed the wrong password several times. To unlock, wait 10 minutes and try to log in again.
- You had a long period of inactivity. To unlock, please contact redsafesupport@icrc.org with your username, phone number or an email address on which we can reach you.
- Abnormal behavior was detected on your account. To unlock, please contact redsafesupport@icrc.org with your username, phone number or an email address on which we can reach you. - I lost my mobile, how do I recover my documents?
You can connect to RedSafe from any other mobile device. Download the application and login with your details or access your account from a computer using the webapp redsafe.icrc.org.
- I lost my SIM/ changed phone number/ do not have access to my email and cannot receive the one-time passcode (OTP) anymore. What can I do?
If you have lost your SIM card/ changed your phone number/ lost access to your email and you are not able to receive the one-time passcode (OTP), please contact redsafesupport@icrc.org with your username, phone number or an email address on which we can reach you.
- How may I edit my profile?
You will need to be logged in to edit your profile. Navigate to Settings, click on 'login' and enter your username, password and your one-time passcode (OTP) that will be sent to you by email or SMS. Then click on your Profile to edit any details.
- Is there more than one way to receive a one-time passcode (OTP)?
Yes. When you create your account, you provide either a phone number or an email address on which to receive your OTP. You may choose to add both an email address and a phone number. To add an email address or phone number, navigate to Settings - Profile - Security Settings and add your email address or phone number.
- Can I change my one-time passcode (OTP)?
Yes, you can change your one-time passcode. Navigate to Settings - Profile - Security Settings and add a new email address or phone number.
- Can I use the same email address for several accounts?
Yes, you may use the same email for several accounts. However, this is not recommended since you will only be able to recover the last account you created using that email.
- What is an Emergency Contact ? How do I edit the details?
In your profile, you can setup an 'Emergency Contact'. By selecting an Emergency Contact, you are authorising the ICRC to contact this person should you go missing and your family requests the ICRC to trace your whereabouts. You can always change your Emergency Contact by logging into your account, going to Settings - Profile - Account.
- What is a Trusted Person? How do I edit the details?
In your profile you can setup a 'Trusted Person' who will be authorised to access your Digital Vault in case of need. The Trusted Person will need to contact the ICRC via redsafesupport@icrc.org to request access to your Digital Vault. You can always change the selected Trusted Person from your profile (accessible through Settings).
- Can I change my country of preference?
Yes, you can change your country of preference. Navigate to Settings - Default Country and change it to the country of your choice.
- I don't see the app in the store anymore.
This application is currently only available in some countries. However, once you've downloaded the application you will have access to it in other regions of the world. If, for any reason, you no longer have the application on your phone and you've moved out of one of the countries where RedSafe is available, please send an email to redsafesupport@icrc.org with your username, phone number or an email address on which we can reach you.
- How do I upload a document in my Digital Vault?
You will need to be logged in to access your Digital Vault. Navigate to the Digital Vault and then log in with your username, password and the one-time passcode that will be sent to you by email or SMS. Once you are in the Digital Vault, you can either upload a document from your library or take a photo. Follow the navigation prompts: you will need to name the document and select its category before you can save. You can also select the 'offline' option to access your document without internet.
- My document is not uploading to the Digital Vault.
Please check that you have internet connectivity and that you are logged in to the application (in Settings). If you still have issues, send an email to redsafesupport@icrc.org with your username, phone number or an email address on which we can reach you.
- How to upload to the Digital Vault a Doc, pdf, excel or other formats that are not images?
Unfortunately you can only upload images for now.
- How do I see the documents I uploaded in my Digital Vault?
You will need to be logged in to access your Digital Vault. Navigate to Digital Vault and then log in with your username, password, and your one-time passcode that will be sent to you by email or SMS. Your documents will then be visible in your Digital Vault.
- Can I access my documents offline?
Yes, when you upload a document you can choose whether you'd like it to be accessible offline. If you select this option, you will be able to see the document regardless of the availability of a WiFi or data connection.
- How do I print the documents stored in my Digital Vault?
You can print the documents using the print button in the document details. You can also send the documents from your application to your email or to a printer.
- I can see a warning that my documents are blocked. What does this mean?
The ICRC checks documents to avoid misuse of the Digital Vault. If you see this message and you think it is a mistake, please send an email to redsafesupport@icrc.org to report it. Include a phone number or an email address on which we can reach you.
- Can I share a document with another user?
Unfortunately, you cannot share a document with another RedSafe user. However, you can share a document through another application. Once you are in the Digital Vault, click the Share button in the document details and share it through the other application. Please note that RedSafe cannot guarantee the safety of your data once you use other applications.
- Can I recover a document deleted by mistake?
No, you cannot recover a deleted Document.
- How can I find an article in Information as Aid?
From the Home page navigate to the service 'Information as Aid'. You can either filter by country (using the dropdown menu), by category (using the direct links at the top of the page), or you can search by keyword (using the search field at the top of the page).
- Can I keep articles so that I can read them offline?
Yes, you can download some articles on your mobile phone so that you can access them without WiFi or mobile data. Once you open an article in the Information as Aid section, click on the 'download' icon. This article will now be available when you are offline.
- How do I find a downloaded article?
You can access articles even without WiFi if you have downloaded them onto your mobile phone. To do so, navigate to Information as Aid. In the top right corner of the screen you will see a link to your 'downloaded articles'.
- Why can't I download articles in the web app?
When you download an article, it is stored in your mobile application. This is why you can only download articles and keep them offline in your mobile application and not in the web app.
- Is this application only available in ZIM/RSA? If so, how can I recover my documents if I move out of ZIM/RSA?
For now this application is only available in Southern Africa. However, once you've downloaded the application you can have access it in other regions of the world. If for any reason, you do not have the application downloaded anymore in your telephone and you've moved out of the region, please send an email to redsafesupport@icrc.org with your username, telephone number or an email where we can reach you by.
- Can I report a problem related to RedSafe to the ICRC ?
If you experience a problem related to RedSafe, please contact redsafesupport@icrc.org. You may do this anonymously if you wish.
- Can I use the message service to send an email?
No, the message service only allows the sending of predefined messages between RedSafe users. The person to whom you are sending a predefined message should also have a RedSafe account.
- How can I find another user I want to send a message to?
To send a message you must know the username of the person you want to send a message to. It is possible to search for the user's name in the RedSafe directory. However, this user will only appear in search results if they have activated the option "Appear in search results" in their message settings.
- Why can’t I add audio in the message?
You can only add an audio message the first time you send a message to another user.
- How do I report fraud related to RedSafe?
If you know that RedSafe is being used in a fraudulent way, please contact redsafesupport@icrc.org. You may do this anonymously if you wish.
- Can I report a problem related to RedSafe to the ICRC ?
If you experience a problem related to RedSafe, please contact redsafesupport@icrc.org. You may do this anonymously if you so wish.