Get in touch and explore some of the frequently asked questions

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Here's how to get in touch:

Whether you have a question regarding how GOV.UK Verify scheme works, would like to change or delete your GOV.UK Verify account or would just like to get in touch, we're here to help. We've also put together a list of helpful FAQs for you. See below for details:

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Frequently Asked Questions

What will I need in order to create an account?

You will need to refer to some of your personal information including:

Bank account

Driving licence

Passport

How do I register?

1. Go to the government department website that you wish to engage with.

2. Where the GOV.UK Verify is displayed click on Start.

3. On the GOV.UK Verify site answer the initial questions.

4. Choose the provider you want to create your account with.

5. Create your user name, password and memorable word.

6. Complete the information and questions asked.

Why do I need to tell you my email address?

Linking your email address to your account will make it more secure. If you tell us that you have forgotten your user name, for example, we will send you a reminder by email.

Why do I need to tell you my mobile phone number?

Your mobile phone can be used as part of the verification process and linking your mobile phone to your account will make it more secure as it could be used to contact you about a security issue.

What is the memorable word for?

The memorable word gives us even more confidence that it's you logging in. The memorable word is created by you. You can also set up a 'hint' to help remind you what the memorable word is.

Will I have to pay for it?

No - there will be no charge to you to register for the service and no charge to you to use the service to prove your identity.

What happens if I don’t know the answer to a question?

You can use the ‘finish later’ button at the bottom of the screen while you double check an answer and pick up your application later.

What if my identity can’t be confirmed?

Other channels remain available for people who are not able to use digital services, including if they are not able to verify their identity entirely digitally. GOV.UK Verify directs users who are unable to verify to these channels, service by service or you can return to the service you wanted to use and follow the guidance on the other ways that exist for you to access the service.

I already have an Experian account, can I use this?

Existing accounts with Experian are separate from the GOV.UK Verify process.

Will using Experian affect my credit score?

The identity verification process is not a credit check and will have no impact on your credit score.

About your account

Can I use my GOV.UK Verify account elsewhere?

When you create a GOV.UK Verifiy identity account with a certified company, you can use that account to access an increasing range of government services. Once your account is set up, it takes less than a minute to verify your identity each time you see the GOV.UK Verify logo.

What if I forget my sign-in details?

You can be reminded of your sign-in details online as long as you can remember some of your login details.

Or you can contact our Helpdesk. The Helpdesk agent will ensure that it's really you and send a reminder of your details. You can contact the Experian Helpdesk on 0344 481 8192, between 8am and 8pm Monday to Friday and 8am and 4pm Saturdays (excluding public holidays).

Can I close my Experian identity service account when I want to?

Yes - whenever you want to. You can do this online through the ‘Your Account’ service. You’ll get the link in your welcome email. Or you can call the Experian identity service Helpdesk and close it. The Helpdesk agent will ensure that it's really you that is requesting the closure before any action is taken.

Security and Privacy

Will you share my information with anyone?

Once your identity has been verified your details (name, address and date of birth) will be shared with the government service you want to use. We do not share your personal details with anyone else.

What should I do if someone gets to know my user name and password?

You can change your password online in the ‘Your Account’ service. Or you can call the Experian identity service Helpdesk and ask for your account to be suspended. The Helpdesk agent will ensure that it's really you that is requesting the closure before any action is taken. You can contact the Experian Helpdesk on 0344 481 8192, between 8am and 8pm Monday to Friday and 8am and 4pm Saturdays (excluding public holidays).

I am a registered Victim of Fraud with Experian - will I be asked for my password/why haven't I been asked for my password?

Your password is generally used when other parties are accessing your Experian held data, with your permission. In this service it is Experian who is doing the checking and we are using stringent measures to validate your identity. We might not ask you for the password if you are a Victim of Fraud, but we may ask numerous questions and do other checks to ensure that it is really you applying.

What standards of identity verification are in place?

Certified companies like Experian have been certified as meeting Government and industry -agreed protocols and standards. We have demonstrated that we have appropriate information security arrangements in place (according to international standards) and we have been accredited by tScheme for the quality of our service.

GOV.UK Verify standards meet the identity assurance principles developed for us by the government’s Privacy and Consumer Advisory Group.


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Find all the services that use GOV.UK Verify and verify your identity today. The list is constantly updated.
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Get in touch with our helpdesk

Having problems getting verified? Why not give us a call - our friendly helpdesk are here to assist you.
View contact details

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