Proving your identity at a Post Office
What to do if you're having problems proving your identity with GOV.UK One Login at a Post Office.
You may need to prove your identity at a Post Office if you cannot prove your identity using the GOV.UK One Login app or online.
You’ll be told if you need to prove your identity at a Post Office. You must enter some details on GOV.UK before you go to a Post Office.
What to take to a Post Office
You’ll need to take your:
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photo ID
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Post Office customer letter – we’ll send you an email to download this, or you can get it by post
If you want to go to a different Post Office
You can go to a different Post Office to the one shown on your customer letter. This can be any Post Office that offers in-branch verification.
You do not need to tell us if you want to go to a different Post Office.
If there was a problem at the Post Office
If the Post Office could not do your identity check, for example if they could not check your photo ID, you can go to another Post Office.
This can be any Post Office that offers in-branch verification.
Get the result of your identity check
We’ll send an email to tell you when the result of your identity check is ready. This is usually within 24 hours of you going to the Post Office. You’ll need to sign in to your GOV.UK One Login to see the result.
If the identity check was successful, you’ll be asked to confirm your details. You can then continue to the service you need to use.
If the identity check was not successful, you’ll be told that we could not confirm your identity. You’ll be able to try to prove your identity again.
If you do not get an email
If you do not get an email within 24 hours, you can sign in to your GOV.UK One Login at https://return.account.gov.uk/resume to check if the result of your identity check is ready.