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).
- Go to https://myprofile.postoffice.co.uk and click "Recover your login details".
- Tick the boxes for ‘I lost my username’ and ‘I lost my password’.
- You will then be asked to enter your email address and account recovery code.
- Next, enter in the two-factor authentication code sent via SMS or shown on your authenticator app.
- 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.
- Go to https://myprofile.postoffice.co.uk and click "Recover your login details."
- Tick the box for ‘I lost my two-factor authentication’.
- You will then be asked to enter your username and password.
- Next, enter your account recovery code and answer the security question
- You will then be given an option to change your mobile number or add a new app authenticator
How do I register?
- On the GOV.UK website, you will find an option to access the service by using GOV.UK Verify to prove your identity.
- If you select the Post Office to verify your identity, you'll be brought to our website to start the registration process.
- 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.
- Next, you will be asked to provide your personal details, including your name, date of birth and recent addresses.
- 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.
- 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.
- Once you are verified, you will be able to use your Post Office login details to access a growing number of government services online.
If you have a problem whilst registering, you can take advantage of the live chat service, accessible through the sign up process.
How do I get in touch?
You can email us – just email us at firstname.lastname@example.org and we’ll help sort things out.
Or you can use our live chat that’s available on the Post Office registration journey if you’re having trouble signing up.
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.
Not answered your question? Read all of our FAQs here.