GOV.UK Verify FAQs

Answers to some of your most common questions

What is GOV.UK Verify?

GOV.UK Verify is a secure and reusable online identity profile

GOV.UK Verify is a way of proving who you are, so that you can access various GOV.UK services online. The service is free to use and once you have obtained an online identity profile with one of the certified companies, you can use your single sign-on to log in securely and quickly for any of the services using Verify. 

How does it work?

  • Answer some initial questions about yourself: you will then be given a list of suitable companies to verify your identity- the Post Office might be one of these. 
  • Create your account: you will be asked to create a unique username and password for your account. These must be provided each time you log into your account.   
  • Verify your personal details: you will be asked to provide details of your name, date of birth and recent addresses.
  • Prove your identity: verify the details of at least two identity documents (choose from passport, driving licence, credit/debit card, mobile contract).
  • Once you are fully verified, log into your GOV.UK Verify account in order to access the government service you require.

Which government services use GOV.UK Verify?

To see which services you can access with your GOV.UK Verify account click here

What do I need to sign up?

Different services require different information to be provided. When you choose Verify, we will ask you some questions at the start to see if you have enough evidence to complete the application for that service.

To verify your identity with the Post Office, you will be required to verify at least a passport, driving licence or ID card.

You will be asked to provide the details using a manual form or by uploading a photo of the document using our app. You may also be asked to provide details of a credit/debit card or mobile contract.

How do I register?

Registering and using GOV.UK Verify should take around 15 minutes. Here's how you do it:

  1. On the GOV.UK website you are trying to access, you will find an option to verify your identity using GOV.UK Verify. 
  2. If you select the Post Office to verify your identity, you'll be brought to our website to start the registration process.
  3. Here you will create a username and password for your Post Office account. You will also be asked to confirm your email address and set up a device to receive your login codes.
  4. Next, you will be asked to provide your personal details, including your name, date of birth and recent addresses.
  5. Then you’ll need to prove your identity by verifying details of your identity documents. If you can verify three UK documents, you will be asked a series of identity questions to round off. 
  6. If you can only verify two UK evidences or have a non-UK document, you will need to upload a photo of your identity document using our Post Office GOV.UK Verify app.
  7. Once you are verified, you will be able to use your Post Office login details to access a growing number of government services online.

Do I have to register in one go?

No, you don’t have to complete your registration all at once. If you need to leave the registration for any reason, everything will be saved for you to return at a later time. This is handy if you need to double check any information or don’t have a particular document to hand. 

To return to your registration, select your service from GOV.UK Verify Services and state that you have used Verify before. You will be directed back to the Post Office login page to continue.

Why do I need to provide my personal details?

Your personal details are required in order for us to generate information used to prove who you are. We ask you to provide your most recent name and address history so that we can check these details against our verification sources.

At the moment it is only possible to generate the required information from registered UK addresses, although we do allow you to provide overseas addresses if you have moved to or from the UK. If this stage is successful, you will be able to proceed with the next stage of verifying your identity documents.

If, on the other hand, you receive a message stating that you cannot be verified at this stage, we advise you to double check the information you have provided to ensure it was filled out correctly. We also recommend adding a previous name if you changed name recently, or adding a previous address if you have moved recently.

Are the details I have provided kept safe?

GOV.UK Verify have chosen verification companies that are certified and specialised in data protection. The sole purpose for the information you provide during registration is to prove who you are; it is not shared with any third parties.

The information is stored and encrypted in our system and only you as the account holder have access to the account by providing your username, password and SMS/authenticator app security code. As we don’t hold any passwords in our system, only you can recover your login details by using your personal account recovery code sent by email.

Why is my document getting rejected manually?

When you provide your evidence details using the manual forms, they are checked and matched against our verification databases and sources.If you receive a message stating that your evidence cannot be verified, we advise you to double check that you have provided the details exactly as stated on the document.

If you would like more information, we advise you to contact our help desk and we will be happy to look into this further for you.

What are the requirements for the Post Office GOV.UK Verify app?

  • iOS devices (iPhone, iPad, iPod touch) using iOS version 8 and up.
  • Android devices with a camera, using Android version 4.0.3 and up. 
  • Windows mobile devices with a camera, using Windows 10 Mobile, Windows Phone 8.1 

Why is my document getting rejected via the app and what can I do?

This means that our verification source was unable to successfully verify the document, most likely due to an unclear photo of the document or yourself. Here are some tips to take a suitable photo:

  1.  Take a photo of the actual document (we cannot accept photocopies or scans).
  2.  Take the photo directly above the document, making sure the whole page is  visible. Use the guidelines to help align the document 
  3.  Ensure that all relevant information is clearly visible with no objects, shadows or  glare obscuring any details 
  4.  Allow the camera to focus. This will ensure that a clear photo is taken.
  5.  Take the first selfie directly facing, then turn your head and move the device  slightly. This ensures that the second selfie can detect your movement

 

I don't need to use any of these services just yet. What should I do?

For more information please check the GOV.UK Verify blog   which gives details of future services that will be using Verify.

I don’t know the answer to a GOV.UK Verify question. What should I do?

Don’t guess at the answer. Double check your details, and pause your application if necessary. Guessing will only cause problems with your registration.

I am having trouble logging in. What should I do?

If your username and password are not being accepted:

To recover both details, you will need to locate the account recovery code which was emailed to you shortly after you created your account. (This was formerly known as the PUK code).

  1. Go to https://myprofile.postoffice.co.uk and click "Recover your login details".
  2. Tick the boxes for ‘I lost my username’ and ‘I lost my password’.
  3. You will then be asked to enter your email address and account recovery code. 
  4. Next, enter in the two-factor authentication code sent via SMS or shown on your authenticator app. 
  5. Finally, answer the security question. 

If you are unable to locate your account recovery code in your email inbox or spam, it is possible to recover just your username without it; however, you will be required to provide the correct password.

You will need your password and the e-mail address you used to register the account.

If you have a new mobile number or reinstalled the app on a new device

If you have changed your mobile number or the code is no longer showing on your authenticator app, you will need to recover your two-factor authentication using the account recovery code.

  1. Go to https://myprofile.postoffice.co.uk and click "Recover your login details." 
  2. Tick the box for ‘I lost my two-factor authentication’. 
  3. You will then be asked to enter your username and password. 
  4. Next, enter your account recovery code and answer the security question 
  5. You will then be given an option to change your mobile number or add a new app authenticator 

I have another question – how can I get in touch?

You can email us – just send us an email and we’ll help sort things out.

You can also give us a ring on 0330 60 60 733, from 8am to 10pm Monday to Friday, and from 8am to 5pm on Saturdays and Sundays.

0330: Calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.