Frequently Asked Questions

  • Why is Experian no longer provided as an option for GOV.UK Verify?
  • On 24th March 2020, Experian and GOV.UK Verify have come to the end of their contract for verifying new customer identities for your required government service. However, you can go to the start page of the government service you want to access and decide to prove your identity again with another digital identity provider. Or there may be an alternative way to prove who you are and that will be explained on the government service start page.

  • What will happen If I already have a verified login with Experian for GOV.UK Verify?
  • If your identity has been successfully verified using Experian for GOV.UK Verify, you will still be able to login via your chosen government service with your Experian ID until March 2021. Closer to this time you will receive correspondence to make you aware when access to the government service using your Experian ID will no longer be available.
    This does not mean that you will be locked out of the service - there will always be another way to access it. It will just mean that you will have to prove who you are again with another identity provider or use an alternative route to prove who you are.

About your account

  • 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 by clicking in the options “forgotten password” or “forgotten username”.

    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 10pm Monday to Friday and 8am and 5pm Saturdays and Sundays (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

  • 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.

  • Will you share my information with anyone?
  • Once your identity has been verified your details (name, address and date of birth) will be shared only with the service providers 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 10pm Monday to Friday and 8am and 5pm Saturdays and Sundays (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 about the use of your ExperianID for GOV UK Verify:

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. See below for details:

 

Give us a call

0344 481 8192

Lines are between 8am and 10pm Monday to Friday and 8am and 5pm Saturdays and Sundays (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

  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 03444 818 192 | Outside the UK +44 3444 818 192

See our Frequently Asked Questions (FAQs)

Contact us

You can contact the Experian Helpdesk on 0344 481 8192, between 8am and 10pm Monday to Friday and 8am and 5pm Saturdays and Sundays (excluding public holidays).