Frequently Asked Questions

  • 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.

  • 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 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.

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).

  • 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.


If you have not yet found the answer to your query, 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:

 

Give us a call

0344 481 8192

Lines are between 8am and 8pm Monday to Friday and 8am and 4pm Saturdays (excluding public holidays).

 

Drop us a line

Enquiries – identityservicehelp@experian.com

Complaints – identityservicecomplaints@experian.com

Twitter – @ID&Fraud

 

Send us a message

Just click the contact us button below to send us a message:

Contact us

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Find our more about GOV.UK Verify

GOV.UK Verify is the new way to prove who you are online, so you can use government services like viewing your driving licence or filing your tax. Learn more from the GOV.UK website.

 

Where can I use GOV.UK Verify

Find all the services that use GOV.UK Verify and verify your identity today. The list is constantly updated.

  Contact us

If you have any queries, please don't hesitate to contact us and a member of our team will be happy to help.

Call us on 0344 818 192 | Outside the UK +44 3444 818 192

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