4. Operations
Trending User Topics – Quick Links to the World App Help Center
Purpose
This article lists user topics that are currently trending in the field. Each topic includes a quick link to a World App Help Center article that operators can use to answer user questions or share directly with users.
Note: The World Help Center is available to users via:
- Desktop version at https://support.world.org/hc/en-us
- World App. Open the app and go to World ID > Settings > Support.
Age Verification
In Japan: From May 19 2026, age verification with a passport is unavailable.
Users in Japan can verify their identity using their My Number Card as an alternative.
Human Benefits
Questions about:
What are Human Benefits?
What are Credits?
Article link: What is the Human Benefits Mini App pilot?
World App Account Access
Account Login: How do I sign in to my account?
Restoring access to an account: How do I restore access to my account?
Moving a World App account to new device: How do I successfully move my account to a new phone?
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
How do I return an Orb?
When returning an Orb, there are three possible scenarios to consider:
- Non-Functioning Orb – The Orb is not operational.
- Physically Damaged Orb – The Orb has visible physical damage.
- Voluntary Return – The Orb is being returned without any functional or physical issues.
To return an Orb, open a support ticket and complete the steps described below for each scenario:
1. Non-Functioning Orb
Before an Orb can be returned, the Technical Support Team must verify that all troubleshooting steps were followed. Please make sure to provide the following details in your support request:
- Description of the issue and the Orb behavior.
- A video and/or images showing the front, top, and back of the Orb, including its lights and power button.
- The time and date when the specific issue or incident occurred (in case of physical damage).
The Technical Support Team will then guide you through specific troubleshooting steps, and if the Team concludes that an Orb must be returned, they'll send you a list of instructions on how to do this.
2. Orb with Physical Damage
If the Orb suffered physical damage:
- Power off the Orb immediately, as this will reduce any further internal hardware or software damage.
- Remove the Orb from its stand, or remove its battery, as applicable.
- Contact the Technical Support Team to report it.
Please include the following information:
- A video of the Orb, showing all physical damage.
- Clear pictures of the specific damage.
- A detailed description of the incident.
Do not try to perform verifications until the Technical Support Team reviews the information provided. When the investigation is complete, the Team will share further details.
3. Voluntary Return of an Orb
If you want to voluntarily return a functional Orb, provide the Technical Support Team with the following information:
- A video/images of the Orb, showing all its sides.
- Confirmation that the Orb is able to perform verifications.
- Reason to return the Orb voluntarily.
The Technical Support Team will review your request and provide you with further instructions.
Note: If you wish to return more than one Orb, you will need to provide all of the information mentioned above for every single device.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.
Reporting Fraud and Suspicious Behavior
What Fraudulent Activities Should You Look Out For?
There are typical signs of potential fraudulent activity:
- A user is accompanied by someone who gives them detailed instructions, speaks on the user’s behalf, or handles their phone for them.
- A user appears to be unfamiliar with their phone, including an inability unlock the phone from a locked state.
- A user states that someone else asked them to use this phone to verify.
- A user does not understand any of the benefits of verifying their World ID or cannot articulate their own motivation to verify.
- A user verifies with a phone that you think you have seen before, e.g., distinctive phone case, attached stickers, distinctive damages, distinctive screen backgrounds.
- The same phone model is used for multiple successive verifications.
- You are being pressured to verify a group of people “without asking too many questions”.
- You are being offered money to verify people.
- You are being extorted to verify people.
Safety first. Do not refuse to verify people if you feel it might be dangerous to do so. Continue as normal, but make sure to use the Report function each time.
How Do You Engage Users?
Engage on Motivation and Benefits:
Politely ask users about their motivation for signing up for World ID to understand their intent. Confirm their understanding of the benefits and ensure that they are aware of the value it brings.
Verify Phone Ownership:
Ask users if they are using their personal phone or if someone else provided it to them. Note any discrepancies or signs of potential misuse of another person's device.
Educate on World ID Benefits:
If users appear unaware of the benefits, explain them clearly. Where permissible, highlight tangible incentives and long-term value. Tailor the explanation to their context, ensuring it is relevant and comprehensible.
Clarify Negative Effects of Giving Up Their Account:
Inform users that verification is a one-time opportunity. Emphasize that if they verify now and transfer their account, they will forfeit future benefits for themselves. Make sure they fully understand the implications of their decision.
Exercise Judgment on Fraud Suspicion:
If you are certain the user is attempting fraud, you have the authority to refuse verification.
Proceed with Caution on Uncertainty:
If you are uncertain about the user's intentions or their level of understanding, you may still allow the verification. Use discretion and maintain a balance between accessibility and compliance.
Prioritize Personal Safety:
Never put yourself in harm’s way. If a situation feels unsafe, allow the verification and report the incident afterward. Your safety and well-being take precedence over enforcing rules.
Report Suspicious Cases:
In cases of doubt about a user's intentions or understanding — or if you think there may be fraud — use the report button to flag the case for further review. Provide as much detail as possible afterwards when we reach out to you to support investigations.
How it Works - Reporting Fraud
You can use the Safety feature to keep us informed of suspicious activity.
- Select the Safety Tools button as shown below.
- Tap on Report Fraud and confirm.
- Your report has been submitted. We will track these reports and may reach out for more details.
You can also use the Support Chat in the Help Center to report the issue.
- Open your profile, tap the help center button.
- Tap the chat bubble icon at the right corner of the screen, then initiate a chat by tapping the plus (+) sign.
- You'll be shown different help options; select Trust and Safety and continue the chat to report the situation.
FAQs
- Q: Should I refuse to verify someone I suspect of fraud?
- A: Only refuse to verify someone if you are sure that it is safe to do so. Try to prevent conflict if possible.
- Q: What should I do if I’m worried for my safety but believe there is suspicious activity with a user?
- A: Continue with the verification as usual and then report it to us immediately using the Report function. If there is a serious safety concern, then alert local authorities for help.
- Q: What if the suspicious activity is not related to someone who verified at the Orb?
- A: Use the support channel in the Orb App to file a Trust & Safety ticket with a description of the incident and we will follow up as soon as possible.
- Q: What if I feel a user is underage but they are attempting to verify?
- A: Refer to the AVQR code training. You can scan this QR code at the Orb before the user scans their own QR code. This tells the Orb to deny them for age and redirects them to a support channel where they can verify their age with a third-party service.
Translations may differ slightly from the original English content. For the most accurate information, please refer to the article's English version if any discrepancies occur.