Proving your identity 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.

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.

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 using the link in the email to see the result. You must do this before the date and time shown in the email.

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.