Existing customer FAQs

Within the TrustID online services, you have the option to reset your password by clicking on ‘Reset password’ on the login screen.

If your email address has an account associated with it, we will send you a temporary password which you can use once and then reset to whatever you want it to be. Please check your junk folder if you don’t receive that email.

Entering the wrong password too many times will lock your account. If you are still having difficulties, please get in touch.

If you would like to purchase additional credits for the online verification services – TrustID Cloud, TrustID Right to Work or TrustID KYC checks – please email enquiries@trustid.co.uk and let us know how many you’d like to purchase or get in touch using the chat function below or on 0118 466 0822.

Sometimes, we have to reject document submissions which are incomplete or unclear. We include further details regarding the reason for a rejection on the document verification report which we return to you – please check the notes section of the report for clarification. If you have further questions on a particular document, please get in touch with our team.

From within our services, account holders (our customers) can ask their applicants (tenants, customers, students or employees) to upload their own identity documents for verification. They do this by creating a ‘one-time’ access link for you and emailing it from within the TrustID service.

TrustID verify the identity document and share the results of that assessment with the account holder.

Find out more about what our services mean for you here:

How does the TrustID cloud online verification service work? 

How does the TrustID Right to Work checking service work? 

How does the TrustID KYC/AML service work? 

If the link in your email has expired, please contact the organisation to whom you are applying. They will be able to reissue the Guest Link email with a renewed link.

If you have completed your application and now need to add additional documents, please also contact the organisation to whom you are applying and request them to reissue the Guest Link email.

In January 2022, the UK Digital Identity and Attributes Trust Framework opens for IDVT service providers to become certified against the latest trust framework rules, alongside any requirements specific to the particular Schemes for Right to Rent, Right to Work and DBS checks. TrustID became a certified IDSP for Right to Work, Right to Rent and for the digital DBS Scheme on 13th June 2022. See our certification here. 

Please get in touch with our team. Our document analysts are available 7 days a week from 8am until midnight.

Email: customerservice@trustid.co.uk

Call : 0118 466 0822 and select the helpdesk option

Contact us using the website chat function or