19-05-2020 - Due to the effects of COVID-19 measures, we are currently verifying an unprecedented number of users. For this reason manual checks may take longer than expected to be completed by our staff.
After providing your documents for verification, in some instances your account will need to go through an extra check. During this process your details will be checked by one of our agents to make sure that they are in an acceptable format to be used to access GOV.UK services online.
As the check is performed by our staff, you do not need to contribute any further information unless specifically contacted by us. In the case that adjustments need to be made, you will hear from us via our support email address email@example.com. We will not ask for any information from you via email, however we may redirect you to our webpage to amend any issues that have arisen.
This check will generally be completed within 10-15 minutes, however in the case that your account needs to be checked by a staff member outside of our opening hours, you may find that you are waiting longer. Our office is open during the following hours:
Monday to Friday from 08:00 to 22:00
Saturday and Sunday from 08:00 to 17:00
As a manual check is the last step that you will encounter during your verification, once it is accepted you will receive a confirmation via email that your registration is complete. For this reason you do not need to remain on the Digidentity webpage while the check is completed.
Should you receive an email saying that your verification could not be completed, please contact our service desk for further information.