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' in the login screen. You will be asked to provide your email or telephone 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 with your telephone number or an email where we can reach you by.
- I forgot my password. What can I do?
Click 'forgot password' in the login screen. You will be asked to provide your email or to respond to the security questions. If you haven't registered an email 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 with your username, telephone number or an email where we can reach you by.
- 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 a wrong password several times; to unlock wait 10 minutes to login again.
- You had a long period of inactivity; to unlock please contact redsafesupport@icrc.org with your username, telephone number or an email where we can reach you by.
- An anomalous behavior has been detected in your account; to unlock please contact redsafesupport@icrc.org with your username, telephone number or an email where we can reach you by. - I lost my mobile, how do I recover my documents?
You can connect to RedSafe from any other mobile by downloading the application and login with your details or from a computer by using the webapp redsafe.icrc.org.
- I lost my SIM and I cannot receive the one-time-passcode (OTP) anymore
If you have lost SIM card and you are not able to receive the one-time-passcode (OTP) anymore, please contact redsafesupport@icrc.org with your username, telephone number or an email where we can reach you by.
- 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 your email or SMS. Then click on your Profile to edit any details.
- May I change my one-time-passcode (OTP)?
Yes, you can change your one-time-passcode. Navigate to Settings - Profile - Security Settings and enroll a new email or telephone number.
- May I use the same email 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 this person from your Profile. Login go 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 request access to your Vault in case of need. The 'Trusted Person' would need to reach out to the ICRC via redsafesupport@icrc.org in order to have access to the Vault. You can always change the selected person from your Profile (accesible through Settings) in your application.
- May I change the country of preference?
Yes, you can change your country of preference. Navigate to Settings - Default Country and change your selection.
- I don't see the app in the store anymore.
This application is currently only available in Southern Africa. However, once you've downloaded the application you can have access to it in other regions of the world. If for any reason, you do no longer have the application 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.
- How do I upload a document in my Digital Vault?
You will need to be logged to access your Digital Vault. Navigate to Digital Vault and then login with your username, password and your one-time-passcode that will be sent to your email or SMS. Then you can either upload a document from your library or take a photo. Follow the navigation proposed by the app: you will need to put a name to the document and select its category before you can save. You may also press the offline toggle to access your document without internet.
- My document is not uploading in the Vault.
Please check that you have connectivity and that you are logged in the application (in Settings). If you still have issues send an email to redsafesupport@icrc.org with your username, telephone number or an email where we can reach you by.
- 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 may I see the documents I uploaded in my Digital Vault?
You will need to be logged in to access your Vault. Navigate to Digital Vault and then login with your username, password, and your one-time-passcode that will be sent to your email or SMS. Your documents will then be visible in your Digital Vault.
- May 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 click this option then you will be able to see the document regardless of the availability of WiFi or data.
- How to print my documents stored in the Digital Vault?
You can print the documents using the print button in the Document details. You can also share the documents from your application and send them to your email or to other applications connected to a printer.
- I can see a warning that my documents are blocked. What does this mean?
The ICRC checks documents in order to avoid misuse of the Digital Vault. If you see this message and you think this is a mistake, please send an email to redsafesupport@icrc.org to report this issue and include a telephone number or an email where we can reach you by.
- May I share a document with another user?
Unfortunately you cannot share a document with another user. The only way to do so is once you are in the Digital Vault, press the Share button in the Document details and share it through another application. However, please note that RedSafe cannot guarantee the safety of your data once you use other applications.
- May 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).
- May I keep some 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 section Information as Aid, click on the icon 'download' . This article will be available offline in your mobile.
- How do I find a downloaded article?
You can access articles even without WiFi if you have downloaded them on your mobile phone. For that, 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.
- 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 so wish.
- May 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.