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GOV.UK ID Check App Complaints & User Negative Comments 2024
GOV.UK ID Check app received 42 complaints, negative comments and reviews by users. Have you ever had a bad experience using GOV.UK ID Check? Can you share your negative thoughts about gov.uk id check?
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GOV.UK ID Check for Negative User Reviews
✓ Need latest driving licenceI tried the app several times the other week and it wouldn’t identify me. I replaced my driving licence after my original one was destroyed after going through the wash. Tried the new licence (different style and look to my original) and the app has worked perfectly. Possibly only works with the latest style driving licences Hope this helps others DVLA sent new licence to me within 3 days as well..Version: 1.4.0
✓ Didn’t workDoesn’t work for US passport.Version: 1.5.0
✓ Passport feature does not workWhen I try to log into Government Gateway for self assessment thru this app with my US Passport (I am on a work visa in the UK), I receive the error message: “No MRZ code.” No idea what this means, but the app does seem to find my passport as it becomes highlighted with a green border..Version: 1.4.0
✓ Difficult to put into words how bad this app isThe UKs HMRC is dreadful. They showed an improvement with ID verify and partnerships with Experian, Barclays etc and it was great. Then for whatever reason they decided to get ride of it. It was probably the only thing that worked so they got rid of it. I’ve put highly confidential info (my passport) into the app and I can’t get in to see it. I’ve got to redo the process with my passport again. You’re obligated to give personal info to an organisation that you have zero confidence in. Awful. May be the UK could learn how to do things like this from a developed country?.Version: 1.5.0
✓ Can’t verify my identityFor the past two weeks I have been trying to verify my identity through the app. It won’t let me get past the instruction point of scanning my passport chip. As soon as I press “continue”, the next page says “something went wrong. Try verifying your identity another way”. I can’t use the other method. I have called HMRC. I have emailed different support mails and no one seems to understand there is a problem with the app because they keep telling me to follow the same instructions that I have been following from the start. Please test the app and you’d notice the problem. It needs to be fixed as it is making easy things very difficult..Version: 1.4.0
✓ Only use if you have toGarbage. What’s the point of this. It takes ages to work then cannot confirm who you are..Version: 1.21.0
✓ Christ!!!!!Hours that I will never get back !!! App appears to have been designed by a drunken Peruvian with a learning disability!!.Version: 1.13.0
✓ HORRENDOUSAbsolutely hideous! Eg, tells you to take glasses off then has small written questions on small iPhone screen (even tablet would be bigger! You have to use that also). This for people over 66!!! What a joke! I’ve waited over 6 weeks for pension forecast not to arrive plus 50 plus minutes on phone call trying to get through without success! So had to try this way. Now wasted many hours just trying to find out what I can claim after having to wait til 66 when went up from 60 expectations & never gone up previously to 66 when no time to make plans. Yes I’m a born in 50’s female!! A very unhappy one after all this!! It reall is taking the ****..Version: 1.30.0
✓ ID check to set up account.I’ve tried 8 times to verify my ID and each time it fails. I need P60 information as a new starter for an important role and this delay is causing a lot of problems for my new employer. Why is it so difficult when I am a UK citizen and have lived in the UK all my life? I couldn’t afford to renew my passport so have been using my photo on my driving licence. Yet my passport doesn’t have my address anyway!.Version: 1.23.0
✓ Passport Scan does not workI’ve spent the last half hour trying to get my passport scan through only to keep receiving the same error message. And as a result, I can’t seem to verify my identity and and in turn gain access to important administrative documents that I very badly need..Version: 1.5.0
✓ Bloody awfulSpent ages fussing around with my passport, it simply couldn’t pick it up even though there was no issues my end. It finally did, then froze for about 10 minutes. Finally kicked in, all sorted. Then it scanned my face and said it wasn’t me. Then it refused to do anything else and said it wouldn’t work. I wasted absolutely ages on this when filling in my details on the website took two minutes. Utter waste of time..Version: 1.9.0
✓ Does not workJust keeps crashing!.Version: 1.17.0
✓ Scanning the biometric chipI tried scanning the biometric chip, I followed all the instructions numerous times in the 20 minutes before being told there was an error and to start again on the computer. Please sort out glitches.Version: 1.7.0
✓ Passport scan doesn’t workThe app cannot scan passports correctly. It can scan residency permits if you get it just right, but requires many tries..Version: 1.5.0
✓ RubbishCannot find the chip on a USA passport. So frustrating as my UK passport has expired :(.Version: 1.5.0
✓ BiometricsI can’t imagine how my grandparents would cope with biometric nonsense just to find out about pensions. What happened to someone picking up the phone?.Version: 1.9.0
✓ Totally redundantI click link gov id check on the webpage and it takes me to the App Store when I open the app I allow access and press continue id pops up saying link gov check id so I press it and it takes me straight back to the App Store over and over tried deleting and re downloading but no matter how many times I try click link with the app it just takes me straight back to the App Store and doesn’t actually do anything trust them the fumble making a simple ID checking app.Version: 1.4.0
✓ Wild goose chaseDownloading the app outside UK, there are no QR codes to scan to enable use of the app. I’m stuck in a Kafkaesque limbo, with no redress..Version: 1.25.0
✓ ReviewWhat a total waste of tax payer money. The instructions do not make sense and the app does not work. You cannot even enter a nickname properly..Version: 1.4.0
✓ Doesn't workApp is supposed to scan a passport, but it doesn't do that (with iPhone 14).Version: 1.5.0
✓ Cannot verify meI provided all the info and can’t be verified.Version: 1.32.0
✓ Is this a joke?I don’t understand how or why this is an option. For lack of a broken description, its a broken app. Getting to MY information is as difficult as it can be already. Now, HMRC have cone up with another idea and its clealry based on he fundamental idea that insainty it doing something over and over again and expecting different results. I want iff the merry go round that is this app. Let me know when it ACTUALLY works. FYI, i could not bring myself to give one star for this but know it wont let me scre less. Im off for a lay down!.Version: 1.4.0
✓ ImpossibleI finally managed on my third attempt. As a 75 year old. albeit quite lucid, intelligent and alert I found this process IMPOSSIBLY complicated! Simple things like holding the phone whilst taking the photo were really tricky and I kept dropping the phone! Why isn’t there a simple alternative! I would have found it much easier on the computer without those horribly fiddly buttons and dials on the phone! I now need a G&T to recover!.Version: 1.16.0
✓ Way over the top!One would think I was attempting to access top secret national security files rather than the national insurance system!.Version: 1.13.0
✓ Impossible to scan chipImpossible to scan chip big waste of time..Version: 1.9.0
✓ ReviewWrote my review in ‘Title’. Why is that line even there. Can’t send without a Title I see. Cut & pasted below Took glasses off for selfie scan so couldn’t read text instructions. Took a while to scan photo as needed to be whole page not just photo & lots random messages like move fingers when image not obscured.Version: 1.27.0
✓ Identify verification is terrible!Tried multiple times to verify my identity using my driving license and and each time after submitting the scans I’m notified by the app that it hasn’t been complete as I've been inactive for more than 2 hours (this isn’t the case as it only takes a few minutes to take the pics and submit them). Before starting I also ensured I was logged in on the HMRC app also..Version: 1.4.0
✓ I D checkIt’s fiddly to scan a passport page eat the best of times, (due to the shiny reflective nature of the page) but we expect to use a white or light background - only the app only tells me to NOT use a white background after 5 mins of fiddling around with a white background!! Sequence of such instructions could be improved?.Version: 1.25.0
✓ A bit complicatedFor a older person like me it took me all afternoon you should explaine about just the chip on passport being photocopied when it says Place phone on passport.Version: 1.9.0
✓ Technical SupportThis is just absurd. TWICE I have had problem with the app. First off, they scanned my name wrongly and put both my entire full name into my surname and first name. Not everyone has a passport that separates the first and surname. AGAIN, similar issue. I can’t identify MYSELF through the app because the app couldn’t scan my name properly and apparently I have two different names and nobody couldn’t help me and now I’ve to call the office everytime I want to know how much I need to pay for my tax instead of having a tax account online. I need to start my new job soon and this is such a hassle. Fix your app please. If I could give you 0 star, I would have..Version: 1.13.0
✓ Inadequate, unhelpful, and frustratingI am an ex pat, trying to sign onto the government gateway. The multi factor identification requires two of three forms of ID; a current UK, drivers license, a current, UK, passport, or current credit information. As stated, I’ve lived in the US for sometime, and as a result, have no UK drivers license and no UK credit to be found. As a result, I can’t be verified this way. A second option was biometric facial, scanning from my passport. After three attempts this failed as well. On top of all that I’m trying to get help through the online chat service with HM revenue and customs. There was a problem with a Service. I have no way to sign into the gateway. And no help in resolving the problem..Version: 1.14.0
✓ Confirming ID for DBSIt was very clear to follow. However I only got to the Scan the chip on the front of the passport and tried this 3 times in the way that was clearly instructed (screen up, top half of phone on bottom half of passport and touching) and it just remained int the “Ready to read” state whilst still and touching top of passport. I took my phone cover off incase that was the problem but it wasn’t..Version: 1.6.0
✓ Choice of facial recognition software is poorThere are so many better biometric id software solutions available. the one selected by this app is an older legacy tech which have been superseded by far better solutions that would make this app so much more user friendly..Version: 1.25.0
✓ Wasted a whole hour on this in vain. UselessMartin Lewis makes accessing government gateway soooooo easy!!!! I tried years ago in vain and I’ve just tried again now for an hour. Still as useless. Photographed driving licence and did the face scan but then said didn’t recognise me!!!!! Unbelievable as newish iPhone and latest iOS. Even the phone lines are appalling!!! Wasted two hours of recording’s and endless department choices, only to be cut off!!!!! I am a patient person but this is the worst service I’ve ever encountered..Version: 1.7.0
✓ Wish I could give zero starsIt’s pretty shocking that the British government can’t find decent app developer. It’s all a way for them to continue to line their pockets with our money! It’s the British way!! This app doesn’t work at all! Not even in the slightest.. now I’m having to wait 2 weeks to get a DBS check which is so frustrating cause I have confirmed my identity SOOO MANY times with HMRC! PS! I lost a job position over this! And I really hope the app developers READ THAT!.Version: 1.5.0
✓ Absolute jokeI cannot confirm my identity via the HMRC website no idea why , have driving licence, passport , paid tax whole life , then took me down this app loop which makes you download the app then connect to gov website but it doesn’t allow you too, like another person said takes you on an infinite loop and never gets to the verification stage . Plus no HMRC phones lines are working anymore - all online . Quick enough taking my tax every month - might just stop paying that and see how long it takes them to contact me !.Version: 1.3.0
✓ Sharing & Linking InfoHow is this app supposed to work? Instead of making it easier to prove my ID for quicker procedures in filling out needed documents , this app makes things more complicated and has no use to be honest. The sharing id button reverts you to the web page and tells you to re download the app to link your files. IT DONT WORK 😂 Fix this issue as there is no point of using this step if it dont work!.Version: 1.3.0
✓ This is how to useGo to the gov website on the application you need the id checker for then it will send you to the id check just go back to the webpage and hard click on the link to id checker and you will get an option to open on id checker. Please put this information in people using an iPhone need it.Version: 1.4.0
✓ Ridiculous and time consuming faffThe whole process is time consuming - I had to use the app as the only payslip I have access to I paid zero income tax and this wasn’t acceptable. My chip is the other way around on my passport so repeatedly doing exactly what the app says didn’t help and I had to go to Google to explain the chip could be somewhere else. If anyone else wanted to pay my income tax I would willingly let them so I don’t understand this ridiculous verification process or why my old gateway account doesn’t exist any more. Its confusing, punitive and not in the best interests of the public.Version: 1.25.0
✓ Having problems verifying with the new passport ID cards😡Tried verifying myself with my Irish passport Id card and it is not letting me I also got a Irish passport book aswell but the it is expired and the symbol your meant to scan rubbed of on the the front of it so I have no option but to youse my id passport card i recently just got l witch also has the symbol your meant to scan still not verifying has anyone experience this problem ?.Version: 1.27.0
✓ Scanning the chip is awkwardI have everything needed and it took me 25 minutes to complete. The chip scan may not work if you have a case or support on your phone and rescanning the chip requires retaking the photo. Eventually, I had success but I would definitely prefer to use the telephone (but was unable to get through after several attempts). Low grade from me..Version: 1.18.0
✓ Biometric chip not foundCan see a lot of work has gone into this app, I feel for the tech team behind it because ultimately my iPhone could not connect to the chip in my passport despite trying all the different options shown in the app. It appears to detect it but can’t successfully connect or do the transfer it needs to do as I can see the loading bar appear when I slide to phone to the correct part of the passport. If it worked, 5 stars easy. Great UX up until that point..Version: 1.27.0
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