RedSafe — Troubleshooting

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.

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.

Wait for 10 minutes and try again.

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.

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.

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.

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.

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.

Yes, you can change your one-time passcode. Navigate to Settings - Profile - Security Settings and add a new email address or phone number.

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.

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.

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).

Yes, you can change your country of preference. Navigate to Settings - Default Country and change it to the country of your choice.

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.

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.

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.

Unfortunately you can only upload images for now.

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.

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.

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.

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.

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.

No, you cannot recover a deleted Document.

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).

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.

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'.

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.

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.

If you experience a problem related to RedSafe, please contact redsafesupport@icrc.org. You may do this anonymously if you wish.

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.

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.

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.

Yes, the map of services can be accessed without creating a user account.

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".

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.

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.

To change your country of preference, click on settings - default country, then select the new country of preference and save.

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.

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.

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.

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.

Your username to send and receive messages is the same one you use to access your RedSafe account.

No, you can only search for users by their username.

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.

To be visible to other users in their searches, go to the messages settings menu and activate the "appear in search results" option.

You can only add an audio message the first time you send a message to another user.

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.

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.

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.

No, messages cannot be forwarded as they are intended for communication between two users only.

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.

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.

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.