When ID verification just is not working...
Many people are experiencing difficulties with the new Companies House ID verification process. From apps not working, passports not scanning, and details not matching, to repeated errors despite everything seeming correct — it can be frustrating. The reality is that the system was launched with some technical issues. However, ID verification is now a permanent requirement, so understanding how to navigate the process is essential. While it’s impossible to pinpoint the exact cause of every individual error, we’ve put together an assortment of practical steps that may help you resolve the most common problems.
Disclosure: This information is based on a collection of internet searches, client experiences, and recommendations from other app users. We, unfortunately, cannot promise that this will fix any glitches or technical issues.
Alternatively, for a step-by-step guide on how to verify your identity, read our other article.
Check the basics first:
Your phone meets the minimum technical requirements for the app AND your chosen ID document is valid and accepted by Companies House. See here.
- A phone with a camera (iPhone 8+ that is running iOS 16.7 or higher, or Android 10+)
- UK photocard driving licence
- UK passport
- Non-UK passport with a biometric chip
- UK biometric residence permit/card
- UK Frontier Worker permit
Your personal details are accurate and up to date (including your address)
If you are answering security questions, check they are exact matches
You are connected to secure, stable Wi-Fi
You have typed your details in manually rather than copy-and-pasting (hidden characters can cause errors)
You have installed the latest version of the GOV.UK One Login and ID Check apps. See here.
Problems with the GOV.UK One Login and ID Check app:
- Make sure you have downloaded and logged into the GOV.UK One Login app first, then follow the instructions.
- When you have chosen to verify your ID via the ID Check app, make sure the GOV.UK One Login app is fully closed (log out/swipe it away) before downloading and opening the ID Check app.
Problems with scanning your ID document:
On the ID Check app:
- Confirm your document is valid, in date, and on the Companies House approved list
- Ensure your passport has a biometric chip (look for the biometric chip symbol on the cover or information page of your passport)
- Remove any phone, card or passport covers that may block the signal
- For scanning difficulties, place top of phone (screen-side down) halfway down on top of the passport cover page or information page (depending on where chip symbol is). Your phone should be touching your passport.
For older iPhones or Android devices, enable the NFC tag reader in settings.
For newer iPhones (8 an up) and Android (10 and up), ensure contactless payments are enabled (NFC is automatic)
Problems with face scanning:
- Stand in a well-lit area with no shadows
- Remove glasses or hats beforehand
- Hold the phone steady
Problems with linking the apps via online browser:
- When you tap the hyperlink to link the apps together, you may need to press and hold the hyperlink (or right click) until the option “Open in external browser” appears. Select that option to continue.
- If your default browser is not Google Chrome, you may experience linking issues. In this case, change your default browser to Chrome in settings and restart the process.
- Make sure you are not in incognito mode ad that ad block is off.
- Try clearing your browser cache and cookies, then restart the process from the beginning.
Still having issues?
- Delete the apps completely, restart your phone, and reinstall them. Begin the process again by redownloading GOV.UK One Login.
- Try again later. These apps/websites tend to get a lot of traffic, so waiting a few hours may sort it out.
- Verification via the post office. Restart the process completely and choose the Post Office verification option instead of the ID app.
- Verification via a registered Authorised Corporate Service Provider (ACSP). Contact an ASCP to verify for you. Fees may apply.
- Contact Companies House support at enquiries@companieshouse.gov.uk or call their helpline number 0303 1234 500.
Share Your Experience
If you’ve discovered a solution that isn’t covered here, we’d love to hear it. Sharing tips can help others navigate the process more easily.
