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 the method to receive 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. If you don't see the app in the store but you are in a country where the application is normally available, you need to check the country of your google or apple account. If you cannot change your account to the country where you currently are, you can always use the webapp https://redsafe.icrc.org.
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.
- In which country is RedSafe available? How can I recover my documents if I move out of one of these countries?
For now this application is only available in Southern Africa and Central America. 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.
- How do I find a specific service on the map of services?
On the map of services, use the category filter to make specific types of services visible. By clicking on a point of interest you will find a short description of the services offered.
- Can I save a copy of the map?
No, the map cannot be used offline, but you can download points of interest to access their information offline. To download a point of interest, click on it and then on the download button that appears on the screen.
- Can I save a point of interest?
Yes, you can download a point of interest to access its information offline. To download a point of interest, click on it and then on the download button that appears on the screen.
- Can I use the map of services without a user account?
Yes, the map of services can be accessed without creating a user account.
- How do I activate my geolocation (Android)?
When you launch the map of services for the first time, a pop-up window will appear on the screen. Click on "allow" to give the app permission to use your geolocation. To turn this feature on and off, click on the location icon on the top right of your screen.
You can also activate your location in your mobile's settings. Click on settings - locations, find RedSafe in the list of apps and toggle the RedSafe app location permission to "on". - How do I activate my geolocation (IOS)?
When you launch the map of services, click on the location icon in top right corner of the screen. A pop-up menu will appear where you can choose to allow the RedSafe app to access to your current location.
You can also activate your location in your mobile's settings. Click on settings – privacy – location services. Find the RedSafe app in the list of apps and chose to allow RedSafe to use your current location. - Why can't I see the details of some points of interest like hotels and supermarkets?
Only humanitarian service providers are displayed on the map. Other points on the map are there for reference only and are not related to humanitarian services.
- How do I change my country of preference?
To change your country of preference, click on settings - default country, then select the new country of preference and save.
- Why can't I find any points of interest in certain countries?
RedSafe is only available in some countries. There are no points of interest in those countries where RedSafe is not available. In some cases, a country may not include points of interest on the map for operational reasons even though RedSafe is available there.
- Why are the details of the point of interest, such as telephone number, address or email address incorrect?
The points of interest information is provided by the relevant partner. In some cases, the information provided may not have been transmitted correctly or changes were not communicated to the RedSafe team. If you detect any incorrect information, please share it with redsafesupport@icrc.org.
- Why is my current position not appearing on the map?
Your geolocation may be disabled, or you might not have given permission for your geolocation to be used by RedSafe. Activate your geolocation or authorise its use by the RedSafe app.
- I’m trying to send a message but I can't find other users. Why?
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.
- What is my username to send and receive messages?
Your username to send and receive messages is the same one you use to access your RedSafe account.
- Can I search users by their email or phone number?
No, you can only search for users by their username.
- 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 do I set my username to be searchable?
To be visible to other users in their searches, go to the messages settings menu and activate the "appear in search results" option.
- 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.
- Why can’t I see my selfie in a sent message?
If the picture sent does not comply with the rules defined by RedSafe, it may have been blocked by the system. The selfie must show only your face. All other images will be blocked for both the sender and the receiver.
- How do I know if a user has received my message?
The person receiving the message has the option to send a receipt when they receive your message. However, this functionality is optional, so if the receiver does not send a receipt or the username doesn't exist, you will not know whether your message has been received or not.
- I can't find the "message settings" in RedSafe settings.
To access the message settings, go to the message service in the RedSafe app and click on the icon at the top right of the screen.
- Can I forward a message to another user?
No, messages cannot be forwarded as they are intended for communication between two users only.
- How do I reply to a received message?
The purpose of the message service is to communicate the status of a user to the receiver using a predefined message. Only a read receipt can be sent. To send a reply to the person who sent the message, the user should create a new message.
- My account has been blocked. How do I unblock 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, and phone number or an email address on which we can reach you.
- Abnormal behaviour was detected on your account. To unlock, please contact redsafesupport@icrc.org with your username, and phone number or an email address on which we can reach you. - How do I deactivate the message service?
The message service can be deactivated and activated in the message settings. To access the message settings, go to the message service in the RedSafe app, click on the icon at the top right of the screen, and deactivate the "use message" option.
- I see a message that the request is not authorised by the security policy of ICRC.
This application is currently only available in some countries. If you see this message in the browser, it is often because your device is being identified as being in an unauthorized country, based on the IP address. If you are in an authorized country, please use a local WiFi or a local SIM to connect to RedSafe. If, for any reason, you continue to experience this issue in a country 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.