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GOV.UK Verify service delays
We’re experiencing an unprecedented demand for our service, so we've introduced a queueing system to manage the number of people accessing the service at any given time.
If you're waiting for a document to be verified through the app, please log out and check back later. Our team are working hard to process all incoming verification applications and will fulfill your request in due course. Once your document has been processed, you'll receive an email. You can then log back into your account to resume your registration.
If you need help, email email@example.com and we'll get back to you as soon as we are able.
Thank you for your patience and we apologise for any inconvenience caused.
Different services require different amounts of information to make sure you are who you say you are. As a minimum, we ask you to share your government ID or a bank card, to make sure you are who you say you are. It helps if you have either a passport, driving licence or national ID card.
You will be asked to send us this information through our online form or by uploading a photo of the document using our app.
Registering for a Post Office account should take around 15 minutes, although this can vary depending on the information you are asked for and if you require any assistance completing the process. Here's how you do it:
- On the GOV.UK website you’ll find an option to verify your identity using GOV.UK Verify.
- If you select Post Office to verify your identity, you'll be brought to our website to start the registration process.
- Enter your email address and create a password for your Post Office account. You will be asked to confirm your email address and mobile number by entering a code from each.
- Next you will be asked for 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, either online or through our app. If extra information is needed, you will be asked a series of identity questions related to your finances to round off your registration.
Remember - if you get stuck on your journey, contact our service desk through live chat or phone.
Once you’re verified, you’ll be able to use and re-use your Post Office login details to access a number of government services online.
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, e.g. if you need to double check any information or don’t have a particular document to hand.
To return to your registration, choose the service you were trying to access and you’ll be taken back to where you left.
Your personal details are required in order for us to check you are who you say 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.
You need an UK address to register, although we do allow you to provide overseas addresses if you have recently moved to or from the UK.
Although you may be asked for credit/debit card details, we will never charge any money for this service.
GOV.UK Verify have chosen companies that are certified to government standards and specialise in data protection. The information is stored and encrypted in our system, and only you as the account holder have access to the account. We don’t hold any passwords ourselves, so only you can recover your account with your recovery code, sent by email.
If you receive a message stating that you cannot be verified, you should double check the information you’ve given, to make sure it was filled out correctly. Common mistakes are:
- If you’ve changed your name recently, try adding your previous name
- If you’ve moved recently, add your previous address
- If you fail on the knowledge-based financial questions, it may be because your credit file takes about a month to update
When you enter information through the online form, it’s checked and matched against sources, like Her Majesty’s Passport Office. If your evidence cannot be verified, please double check that you’ve entered the details exactly as stated on the document.
If it fails in app, it means we could not verify the document against our source or your selfies could not be verified, most likely due to an unclear photo. Here are some tips to take a good photo:
- Take a photo of the actual document (we cannot accept photocopies or scans)
- Take the photo directly above, making sure the whole page is visible and that no glare or objects are obscuring the information
- Use the guidelines to help align the document
- Allow the camera to focus; this will ensure that a clear photo is taken
- Take the initial selfie directly facing. You will then be directed to turn your head for the final selfie. This ensures that we can detect your movement
If you exceed the maximum amount of tries or you think your document should have passed, please get in touch with our team and we’ll be happy to advise you further.
If you cannot verify enough evidence from documents, you will be asked some identity questions. These questions are designed to be answered only by you, so we can be sure that you are who you say you are. If you get stuck at this stage, please don’t guess the answer. Double check your details and pause your registration if necessary.
If this stage is not passed successfully, you still have the chance of completing the process by re-uploading your passport or driving licence using the Post Office GOV.UK Verify app. This requires you to take a photo of your document and of yourself, so we can check it’s definitely you with your document.
You can download our free app from the relevant app store on your device by searching for 'Post Office GOV.UK Verify'. Alternatively you can download it directly from the following app stores: Android, iOS, Windows.
The app is compatible with the following devices:
- iOS devices using iOS version 9 and higher.
- Android devices with a camera, using Android version 4.0.3 and higher.
- Windows mobile devices with a camera, using Windows 10 Mobile, Windows Phone 8.1.
Forgotten your password?
- On the login page, enter in your email address.
- Click the link for 'Forgot your password?'.
- You will be sent a new account recovery code via email. Provide this code, then click 'Continue'.
- Enter in the security code sent to your mobile/via the app and click 'Submit code'.
- Answer the security question.
Enter and confirm your new password, then click 'Save'.
Got a new mobile number or re-installed the app on a new device?
- On the login page, fill in your username/email address.
- Fill in your password.
- When asked for the security code, click 'I lost access to this code'.
- Provide the requested account recovery code sent via email. Then click 'Continue'.
- Answer the security question.
You can now edit your mobile number or add a new authentication method to your app.
Due to the databases and sources we use to check and match your details, evidence provided during this process must be valid.
The exception is that we can accept an expired UK passport using the online form, if it is no more than six months past expiry. For all other evidence provided manually or via the app, it must be in date.
A QR code only needs to be scanned if you are registering on a computer or laptop but using the app on a phone/tablet (so they can be linked together). Therefore you don’t need to scan a QR code if you are using one device.
Once you have downloaded the app, don’t open it but return to your registration web page and tap the 'OPEN APP' button. The app will then open to the point for you to continue.
You can go into a Post Office branch to certify that the documents you present are a true likeness of the original documents. To get your documents certified:
- Complete the online form and select 3 identity documents to be checked
- Use our Branch Finder to search for a branch which provides the DBS ID Validation Service
- Print the letter generated for you and take into a Post Office with your 3 documents, within 14 days
Your Post Office account is a secure and reusable way to digitally share your information.
With Post Office you can prove who you are online, to access Government services connected to Verify. The service is free to use and once you have set up your account, you can use and re-use it to log in securely and quickly for any of the services using Verify.
You can also use it to access Drop and Go, which helps speed up your experience in the Post Office if you’re sending large amounts of mail.
Send us an email to firstname.lastname@example.org and we’ll help sort things out.
Our customer service desk is open:
Monday to Friday from 08:00 to 22:00
Saturday and Sunday from 08:00 to 17:00