In the personal details stage of the Digidentity verification process, we use UK credit history to confirm that the names and addresses you have provided on your account match and that we can generate information proving who you are.
If you receive a message saying that 'processing is taking longer than expected' that lasts more than a few minutes, there may be an error in your provided personal name or address details. We advise that you check the following:
In the My Details section of your account page, please check the following:
- That your name has been entered correctly
- That you have provided your full name and not any initials
If you have a name with special characters in it, this should not usually cause a problem, but in some situations an apostrophe may cause an error. If you run into this error message, we recommend that you replace any apostrophes in your name with a space. For example, if your last name is O'Reilly, please enter it as O Reilly.
In the Address Details section of your account page, please select 'Edit' next to each of your addresses to check the following:
- That each part of your address has been entered into the correct field and using the correct format
- That your postcode has been entered in the correct format (including a space and in all upper-case letters)
- That only numbers are entered into the house/flat number fields
- That only text is entered into the house/street name fields
For example, if you have entered 'Flat 6' in the flat number field, please remove the word 'flat' so that just '6' remains.
Continuing with your verification
Once you have confirmed the details above, to check if you can proceed with your verification, please return to your Account Page and select the 'Continue' link from the 'Pending Products' section. If successful, you should now be able to proceed with the next stage.
If you still reach a processing error page, you could try repeating the steps above. If any of your information in the last 3-5 years has been registered under a different address or name, we recommend using the 'Add a new name' and 'Add a new address' options in the sections above to add more information to your account.
Should you continue to encounter errors on this page, please contact our service desk for further assistance.