Frequently Asked Questions

What do I do when my VeroCard doesn't connect to my PC?


When PC’s wake up from sleep mode, sometimes the Bluetooth interface does not turn on. Symptoms of this include the:

  1. VeroCard does not prompt you to enter your PIN Login or the PC “times out"
  2. Bluetooth icon on the VeroCard is not displayed
  3. VeroCard goes to sleep
If these symptoms are occurring, try toggling the Bluetooth off and on again. This can be done without needing to log in by following the steps below:
  1. On the login screen, click the "Internet" icon (Wifi symbol) on the bottom right corner of the screen
  2. This should open and show you the networks dialog, along with a toggle button for “Aeroplane Mode”
  3. Click “Aeroplane Mode”
  4. The Serenity screen will change and display a link to “Enable Bluetooth” – Click to turn Bluetooth back on
  5. Try to log in with your VeroCard as normal
  6. Don’t forget to turn “Aeroplane Mode” off again.




What happens if my VeroCard goes flat?


VeroCards do not lose their data when they go flat. All data including your PIN or other stored credentials are stored securely in non-volatile storage so that charging will return the VeroCard back to normal service. The VeroCard’s charge swiftly and become functional even after only a few minutes charge from being completely flat. VeroCard come with their own wireless charger and can be left on charge while not in use. VeroCards are compatible with any wireless charger (QI format).




What do I do if I lose my VeroCard?


If you have lost your VeroCard – first don’t worry. Your VeroCard cannot be used by anyone else as its useless without your PIN so your online accounts secured by VeroGuard remain secure. As soon as you realise you have lost your VeroCard contact your system administrator who can immediately place a block on your account, and can help to arrange a replacement device. A replacement VeroCard can be attached to your account and you can be back up and securely accessing your accounts.




What do I do if I forget my PIN?


Only you know your VeroCard PIN which means that a forgotten PIN cannot be recovered.  If you forget your VeroCard PIN you will need to contact your company IT administrator for help to reset your PIN. This process may require you to be able to prove your identity. If required you can contact VeroGuard support team for further advice at support@veroguard.com.au.




How long does the battery last?


The battery will last for weeks with daily use, even with multiple logins every day. If your VeroCard battery is flat, it charges very quickly via the wireless charger provided and can facilitate a log in as soon as it has as little as 10% charge. You can even leave your VeroCard on the charger – but you must pick it up to enter your PIN.




What is Serenity?


Serenity is VeroGuard's secure communications interface between VeroCards and user devices. The version of Serenity you use will vary depending on how and where you will be using your VeroCard. If you are using your VeroCard to log into your company domain on your Windows 10 device, you will need to install the Windows 10 application which replaces the normal “Windows Hello” login screen. If you are using your VeroCard to securely log into websites with the “Login with VeroCard” button, you will need to ensure you have a compatible browser with a Serenity connector built in. Currently supported browsers are the latest versions of Chrome and Edge. If you do not currently use either of these browsers, you will need to download and install one of your choice. If you currently use one of these – we recommend that you make sure it is updated to the latest version.




How is VeroCard so secure?


The VeroGuard Platform address the biggest problem facing users of the internet – identity fraud. The VeroGuard Platform has been developed as the next generation of ultra-secure digital identity designed to remove passwords from users and provide a single secure multifactor authentication experience for every integrated login. Unlike anything else on the market, VeroGuard provides a unique unified, user centric, high assurance identity solution for the internet. Every authentication request is verified back to a trusted source of verified identity, and communications are secured over open networks by the platform’s unique Hardware Security Module (HSM) to HSM protection – this is how the military secure missile guidance systems! VeroGuard achieves this by providing a portable HSM (VeroCard) in the hands of every user (device and OS agnostic). Proven identities are stored in a Bureau of ID (BoID) which are linked to the users’ personal HSM and PIN. Every access request is substantiated via an HSM to HSM encrypted tunnel to verify the user against their identity stored in the BoID. The platform integrates with any Access Management system to significantly elevate security and useability. VeroCards are PCI PTS 5.1 certified (Payment Card Industry), and once assembled the devices are tamper resistant meaning that any attempt to open the device will result in the device self-destructing and deleting all security keys. VeroGuard’s devices can only run VeroGuard software/firmware and can only operate when connecting back to the VeroGuard host, and only devices which are registered in our system during manufacture can connect to the host – meaning that device security and control is of the highest possible level. VeroGuard has also developed solutions using the VeroGuard Platform to secure the digital world, including human interactions across the internet, data at rest and machines in the IoT. For more information on our other solutions please go to our website.




Where are VeroCards made?


VeroGuard manufactures VeroCards in Australia. The manufacturing process includes the complete chain of custody of all components, flashing of subassemblies to remove any software and key loading processes completed within a secure bunker environment which meets with the strict security requirements of the Banking and Payment Card Industry (PCI).




What identification documents will I need when picking up my VeroCard?


When you collect your VeroCard from a Post Office, your identity will be verified by presenting Proof of Identity documents to pass a 100-point identity check. You will require 2 Primary documents, or 1 Primary and 1 Secondary. Primary documents must have a photograph of the document holder. Valid documents are: Primary Documents:

  • Australian Passport
  • International Passport
  • Australian Photo Driver Licence
  • Australian Learner’s Permit
  • Australian Photo Firearms Licence
  • Proof of Age Card
  • NSW Photo Card
Secondary Documents:
  • Full Birth Certificate / Card
  • Department of Veterans Affairs Card
  • Centrelink Card
  • Medicare Card
  • Council Rate Notice
  • Telephone Account
  • Utility Bill
  • Financial Institution Debit/Credit Card
  • Financial Institution Statement
If applicable, for a change of name:
  • Australian Marriage Certificate
  • Decree Nisi
  • Change of Name Certificate (Issued by an Australian Office of Births, Deaths and Marriages)




How can I tell if I use Active Directory (on-premises) or Azure Active Directory (cloud)


The best way to answer this question is to check with your IT team, however in most cases you are able to tell by the way you log into your PC. Active Directory (AD) ‘on-premises’ users log into the domain, whereas for Azure AD (AAD) users they login to the cloud. In general, this means that users who are logging into a domain will enter their domain/username and the corresponding password, where as those logging into the cloud will generally enter their email address and password.

For AAD users the account will often be shown as an “other user” or listed as a “Work or School” account. This can also be seen by viewing the Users in the Settings application, however depending on your IT setup you may not have the authority to view these settings.

Users can also use the whoami utility in a command box which will show:

  • Azure AD authenticated users will display the logged on user as: AzureAD\<usernamead>.</usernamead>

  • AD On-Premises users will display the logged on user as <domain>\<usernameon-premisead>.</usernameon-premisead></domain>

  • Users logged into the PC (no domain) will display the logged on user as <localcomputername>\<username>.</username></localcomputername>

There are many variations in the way business networks can be deployed and User PC’s can be setup – so the best way if you are unsure is to check with your IT team!




How do I turn on a VeroCard


The VeroCard’s power button is located on the top of the left hand side of the device (keypad and screen facing you). The button is set back in line with the case to minimise any accidental key presses. Press the power button in once and the VeroCard will immediately boot up. This button also acts as the reset/reboot button and pressing at any time will restart the decvice and return it ot the “ready” screen.

Alternately, placing the VeroCard on a charger will also turn it on.




What if I don’t have compatible Bluetooth on my PC?


VeroCard uses Bluetooth Low Energy (BLE) which generally available in most new PC’s and mobile devices. If your PC does not support BLE you can plug the provided Bluetooth adapter into the USB port of your PC. The adaptor is plug and play, so no drivers or software are required.




Do I own the VeroCard?


No. VeroCard’s remain the property of VeroGuard at all times and are provided to users as part of a product subscription. By accepting the Terms and Conditions of use, you acknowledge and agree to that the VeroCard remains the property of VeroGuard at all times.




Can I do a firmware update or does VeroGuard do this?


VeroGuard may from time to time release new software for VeroCards. Updates are provided remotely at VeroGuard discretion and may be performed at any time. Users cannot upgrade firmware, and no application may be loaded to the VeroCard other than via VeroGuard.




Is the VeroCard waterproof?


No. The VeroCard is not water resistant and is not designed to be used in situations where the device may become wet or immersed in liquid. Any immersion in water will damage the VeroCard and is not covered by any warranty.




Can I open or service the VeroCard?


The VeroCard cannot be serviced by anyone other than VeroGuard.

Do not attempt to open a VeroCard. ANY attempt to open the VeroCard case will result in the VeroCard tamper security being triggered which will automatically cause the VeroCard to wipe and destroy all content on the VeroCard. If this occurs, the VeroCard will no longer work and the contents of the VeroCard will be lost and cannot be recovered. VeroGuard takes no responsibility or liability for any loss you may suffer as a result.

To obtain service, go to www.veroguard.com.au/service. Available service options are dependent on the country in which service is requested and may be restricted to the original country of sale. International shipping charges may apply, depending on your location. If a VeroCard is subject to damage that is not covered by the warranty, a replacement VeroCard can be purchased from VeroGuard. Other than in the situation where the contents of the VeroCard are lost because of a security breach described above, the contents of the original VeroCard will automatically be transferred to the replacement VeroCard.




How do I dispose of a VeroCard?


The VeroCard should be returned to VeroGuard or an authorised service provider for recycling and/or disposal.




How do I verify my installed components?


To verify that your installed components are the Common Criteria evaluated components, check that the Version Numbers and SHA256 hashes match those given below:

Keyloader 1.0.26 5af9d614b6fcd673a9e892ad9e9a2e59498abed1bee9b4d28cd8dcec65af850b

VeroCard Firmware including Bluetooth driver VC0001001048

app.vpz 157798196c7ba128ceb67d6cba62510efd96eb11ed3e2cbd9b9b49e66ec7b365 bluenrg2.vpz cb2789f85785e791d47d22fad6b9fe5d29a9ca28bbb80bc27678760139d9aa1b

SerenityCredentialProvider.NET.dll 1.0.107.0 fddb22a73d93c1066beceb8d2ef369592e1b598ff7776e7672661df96989949e

VeroGuard.Tms.exe 1.0.860.0 6a1987492d4418bbbc7e6483f024d4272a520d3df136df51eb6aebdcabe6d4d0

VeroGuard.Terminal.Activate.Host.dll 1.0.860.0 7b3f4f398b6964279a2928a761fb2865a720debfd7f8f83e3d8df1e078a17d69

VeroGuard.Card.Service.exe 1.0.64.0 9f3fc0f5cba9694183daf0d05990964938ab79afbaf907ba3da10425df0383be

VeroGuard.Hsm.Host.dll 1.0.860.0 4fc003c9ce0ba98ad87e5ebac218e67d10f9e58282db558e603a61d16d0481e5

VeroGuard.Terminal.Host.dll 1.0.860.0 241b15f337e8b3e6a36528be9836a93f99b60d9e5d2416ea8f8c7b9091dbea1c

VeroBureau.Api.exe 1.3.148.1 433F8A59D4364151B06835FEAFB318C3963D2DDE50368B4938BA05B59D0A4425

VeroGuard SDKMod custom component 1.0.0





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