RedSafe — Troubleshooting

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.

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.

Wait for 10 minutes and try again.

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.

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.

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.

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.

Yes, you can change your one-time-passcode. Navigate to Settings - Profile - Security Settings and enroll a new email or telephone 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 this person from your Profile. Login go to Settings - Profile - Account.

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.

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

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.

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.

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.

Unfortunately you can only upload images for now.

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.

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.

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.

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.

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.

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 section Information as Aid, click on the icon 'download' . This article will be available offline in your mobile.

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'.

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 know that RedSafe is being used in a fraudulent way, please contact redsafesupport@icrc.org. You may do this anonymously if you so wish.

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