Make sure that at the time of the Proof of Life all of the following requirements are met:

1. DOCUMENTS - you have your valid, not expired, identification document or international passport, allowing the view in perfect conditions of all the essential information, such as the photograph, the validity, the document number and the names of the holder and parents;
   Portuguese identification document - use only the Citizen Card;
2. EQUIPMENT - you have a computer (desktop or laptop) or a smartphone with stable Internet connection and camera in good working condition, both in terms of image and sound and with one of the following browsers (updated with the latest version) installed:
   • Google Chrome (desktop, laptop or smartphone with Android operating system)
   • Firefox (desktop, laptop or smartphone with Android operating system)
   • Safari (desktop or smartphone with iOS operating system)
   • Microsoft Edge (only supported in chromium-based 2020-01-15 version);
3. ENVIRONMENT - you are in a quiet and well-lit place;
4. IDENTIFICATION – the following elements are present: CGA user number (see CGA communication), date of birth and mobile phone number;
5. VALIDATION - you have with you the phone whose number you have indicated to receive the validation code.

Proof of Life scheme by electronic means
|/FileShare/www/ResidEstrangeiro/PV_Esquema_EN.pdf|1|2022-03-03||0|PT|https://www.cga.pt/fs/file/Download

I'm stuck at the "login" page

Ensure that you are entering the pensioner number in the correct format (help available in the application or in the letter sent by the CGA) and that the date of birth is also correct and entered in a valid format (dd-mm-yyyy), in order to proceed.

I am under 18 years old

It is not possible to carry out the proof of life for minors under 18 years old.

I am not receiving the SMS with a validation code

Make sure you are entering the correct mobile number, with country code. If it is not correct, select "Back" change the mobile number and proceed again.

If the mobile phone number and country code were entered correctly, you can request a new code to be sent by selecting “Resend SMS”.

The code I received is invalid

Make sure you are entering the correct code. You can request a new code to be sent. Entering the code must be immediately upon receipt of the SMS so that it does not expire.

My mobile number's country code is not listed

Only numbers with country codes on the list are accepted. See Identification documents list.

I receive SMS with LOQR sender

LOQR is the entity contracted by CGA for the execution of Digital Proofs of Life. The SMS sender is trusted.

The country of my ID is not on the list

You can use a country document that appears in the list, even if it is not your country of residence. If you do not have any valid documents, you must wait for the letter from the CGA for the documentary proof of life.

Country of residence is not on the list

To carry out the proof of life, you can use a country document that appears in the list. If you do not have any valid documents, you must wait for the letter from the CGA for the documentary proof of life.

I cannot carry out the proof of life with my Identity Card.

The Portuguese Identity Card (“Bilhete de Identidade”) is not accepted, only the National Identification Document (Citizen Card) or the International Passport.

I cannot capture my document

Please make sure that you are using the correct identification document for the selected country.
Ensure that the image conditions are the best possible, according to the indications given: no reflections, good lighting, well framed.
If you can't capture it with your computer's camera, do it with your cell phone camera. Just indicate that you want the capture through another device and open the camera of the mobile phone, point to the QR Code and click on the link, from there the capture process will be available on your mobile phone.
We suggest capturing the document via mobile phone and you can repeat it if necessary.

I don't have a QR Code reader on my phone

If you do not have a QR Code reader installed on your mobile phone, you must access the Internet Store associated with your device (Android), and install any of the mobile applications that scan the QR-Code.

My data is incorrect

Select “Back” and capture again. Make sure the shooting conditions are ideal: no reflections, good lighting, well framed.

Doesn't recognize my face

Make sure that the capture conditions are the best possible, according to the instructions given: keep your face in the surrounding area and that your face is the only element in front of the camera.
You can repeat up to 3 times, if you are not successful, you will go to the self-assisted interview.
If you can't capture with your computer's camera, do it with your mobile phone's camera. Just indicate that you want the capture with your mobile phone and open the mobile phone camera, point to the QR Code and click on the link, from there the capture process will be available on your mobile phone.

How many times can I make the Proof of Life?

There is no limit to the number of attempts to complete the proof of life. However, after successfully communicating the result of the proof of life, you will not be able to make any more attempts.

How long is expected to receive the SMS with the test result?

The communication of the result (successful/unsuccessful) of the test of life is carried out within a maximum period of 2 working days after the test is carried out.

Internet browser used is not supported for the Proof of Life?

You must follow the instructions on the page presented to you, so that a compatible version of the internet browser is installed on your device.

You must use an identification document in which your name matches the valid name on the CGA.

The data does not correspond with the document presented. Make sure you use your identification document and that it corresponds to the country and document selected.

Your ID is damaged or torn off and it is not possible to digitally prove life with it. Try another ID document.

Your identification document is expired, you must use a valid identification document that is accepted for proof of life.

Repeat the proof, the photo of the ID document must be captured in the best possible conditions (good lighting, no reflections, no blurs). You can use your cell phone camera for a better quality photo.

In the assisted interview, please say your full name.

In the assisted interview, please state your date of birth, which appears on the identification document.

In the assisted interview, it was not possible to validate his identification document. Repeat the process. In the assisted interview, please strictly follow all the steps that are requested in the interview.

Watched interview video with poor video and/or sound quality, please repeat the life test, look for a quiet, noise-free environment with good lighting conditions or try on another device.

In the assisted interview, you must clearly mention the code presented in the language that is requested (English or Portuguese). It must be in a place with no background noise that could disturb the video audio. If necessary, use your cell phone camera.