IDEMIA/IdentoGO Fingerprint and Photo Services Issue Report Form

If you have a fingerprint or photo services issue, use this form to report your issue to IDEMIA. IDEMIA is the fingerprint and photo services vendor for background studies completed by the Minnesota Department of Human Services (DHS). For some issues, IDEMIA may contact you for additional or clarifying information when working to resolve the problem.
If you would like to speak with someone immediately, please call IDEMIA’s Customer Service Call Center at 844-556-8505 to report the issue.
If you need a fingerprint extension, please contact the entity submitting the study. Do not use this form.
This form cannot be used for background study process, status questions, or to report a NETStudy 2.0 system issue.

Report issue

IDEMIA/IdentoGO fingerprinting and photo services - Issue type

System outage or equipment problem

Pre-enrollment issue

Scheduling issue

Service site issue

Payment issue

Fingerprint issue

Customer service

Other IDEMIA/IdentoGO issue

Description of issue

Please provide specific details so IDEMIA/IdentoGO has sufficient information to research the reported issue, but do not include highly sensitive information.

Depending on the situation, details to record here may include:

Name and address of service location
Date and time of visit to service location
Which customer service phone number was called, date and time of phone call to IDEMIA/IdentoGO customer service, name of customer service representative
URL used to complete pre-enrollment, whether cell phone, tablet, or computer was used

UE ID

Background Study ID

Providing the UE ID will help IDEMIA/IdentoGO research your issue or complaint. Whenever possible, please include your UE ID.

Providing the Background Study ID will help IDEMIA/IdentoGO research your issue or complaint. Whenever possible, please include your Background Study ID.

Attachments

Adding an attachment is optional. An example of an attachment to provide is a picture of your fingerprint and photo services receipt.

Contact information

Select this box if you do NOT want to be contacted. By selecting this box, your report will be reviewed by IDEMIA/IdentoGO and you will NOT be contacted for follow-up.

Are you reporting the issue for yourself or for someone else?

You may only enter your name here. If you are submitting this report on behalf of someone else, you must provide your name, not their name, in this section.

FIRST NAME

LAST NAME

EMAIL ADDRESS

PHONE NUMBER

Privacy notice

This form asks you to give some information about yourself that may be considered private or confidential under the Minnesota Government Data Practices Act (Minnesota Statutes, Chapter 13). The Minnesota Department of Human Services (DHS) is collecting this information to share with the fingerprint and photo services vendor, IDEMIA, so the vendor can understand and research your reported issue. You are not legally required to provide information on this form, but if you don't provide this information, IDEMIA may not be able to research your concern. The information you provide may be shared with: DHS employees whose work assignments reasonably require access including, but not limited to, the DHS Background Studies Division, DHS Office of Inspector General, and IDEMIA.

Submit form

By submitting this form, you acknowledge that you read the Privacy Notice, and all the information you provide on this form is accurate to the best of your knowledge.

If you have communicated this issue or complaint to another area of DHS, please note that DHS will consider this report as the primary record.