I'm having trouble completing my ID check via TrustID

Help and troubleshooting completing an ID check via TrustID

TrustID is a government approved IDVT supplier (identity document validation technology) who assist employers to complete ID checks in line with current Home Office legislation. The electronic check is quick and simple to complete, but sometimes it can return errors if you don't have the documents required or to hand.

Here are some of the most common things we encounter, and most importantly, what to do! 

"I'm unable to take a selfie, as the screen just appears blank or I get an error"

This is usually caused my camera settings on your phone, or restrictions in your browser. This error may also come up if you have a VPN enabled on your mobile device.

Try copying and pasting the TrustID link from the email directly into the browser on your phone instead - we recommend using Google Chrome if you have it installed. This usually solves any issues around the camera permissions.

If you have a VPN enabled, try disabling it first and then complete the check in the usual way.

"I am trying to complete the check on my computer or laptop, but it will not work"

The TrustID check must be completed on a mobile phone with a front and back facing camera. We recommend opening up the email on your mobile device and following the instructions directly from there.

If you are unable to get your emails on your phone, you can click the link to complete the check on a desktop or laptop. This will provide you with a QR code which you can then scan with your phone's camera. Once successfully scanned it will load the ID check and you can follow the steps as normal.

"I don't have my passport with me"

You'll need to have your passport with you to complete the TrustID check, as the step-by-step instructions will ask you to take a photo of the document when prompted. Although you'll be prompted to 'upload' an image of your passport, this must be done via your camera at this step - it will not allow you to upload a photo already taken and stored on your device.

"I don't have the documents required when following the link"

If you do not have a UK or Irish passport or you are unable to generate a share code as proof of right to work, please contact our Customer Care team as soon as possible - and they will speak with you to discuss which documents you have and the best way to get the ID and Right to work checks completed for you.