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What do I need to complete my identity check?
Before you start your identity check with TrustID, you will need:
- a smartphone or tablet device with a working camera
- your original identity document (usually a passport or passport card) OR a share code from the Home Office online checking service and your date of birth
TrustID Frequently Asked Questions
Can I use the upload link through my PC?
You must open the link from the TrustID service using a mobile phone or tablet device. This is because you will need to capture a photograph of your document using the device’s camera and we need to confirm that the image is taken ‘live’ to comply with Government guidance.
To switch to a mobile device from your PC, please use the device camera to scan the QR code within the email. This will then open up the TrustID service in your mobile device browser. Google Chrome is the preferred default browser.
Why am I seeing the error "Check could not be initialized"?
This error is usually linked to your device’s browser or camera settings.
The quickest way to resolve this is usually to copy and paste the link from the email into Google Chrome on your mobile device. Please copy-paste the blue Guestlink text, where it says ‘click here to get started’, into the Google Chrome app on your mobile device and retry the process from there.
Please ensure that you have enabled the camera permissions on your Google Chrome application settings.
Why is my email link not working?
Your one time access email (Guestlink email) may have expired – this is the email which you have received from cloud@trustid.co.uk. Emails are typically valid from 14 days from date of issue or until you have completed the check. The expiry date will appear in your email.
If your Guestlink email has expired, please contact the organisation to whom you are applying and they will be able to issue you with a new link.
TrustID are unable to issue Guestlink emails.
Has my upload been successful?
Once you have completed your identity validation upload process, you should see a confirmation screen within the TrustID service.
Your identity documents will then be processed and the results returned to the organisation to whom you are applying. If they require any further information, they will contact you directly.
If you have any questions regarding the progress or results of your application, please get in touch with the organisation who sent you the identity validation request – their name will be in the subject line of the email which you received.
My passport is out of date, is there another form of ID I can use to do the check?
Under the Home Office Digital Scheme, only in-date British and Irish passports and Irish passport cards are eligible for fully remote digital validation. The TrustID Digital Right to Work service has been designed to match this Home Office guidance. Other documents, including out of date passports can be used to support a Right to Work check. But whether your upload link will support that depends on the TrustID service which your employer has chosen. If you can’t see an option for the document which you want to use, please contact your employer to discuss an alternative way for them to check that document.
Can I upload an image of my document, rather than taking a photograph?
In order to use the TrustID service, you must be in possession of your original documents or a Sharecode, if applicable.
You will not be given the option to upload a pre-captured image when using our remote upload service. This is in-line with the latest Home Office guidance. Please capture a photo of the original document using a smartphone or tablet device. For advice on how to capture a good image, please visit this page.
Other Frequently Asked Questions......
Why is TrustID asking for my identity documents?
TrustID is a certified Identity Document Service Provider. From within our identity validation services, TrustID account holders (our customers) can ask their applicants (employees, tenants, customer or students) to upload their identity documents for verification. This is often as part of a Right to Work check, Right to Rent check or as part of a DBS check.
They do this by creating a ‘one-time’ access link for you and emailing it from within the TrustID service. That invite is the Guestlink email which you have received from cloud@trustid.co.uk.
TrustID validate the identity document and share the results of that assessment with the account holder.
You can read our privacy policy here.
When do I get the results of my checks?
The results go back directly to the organisation who requested your documents, for further updates on your application please contact them directly. They should receive the results within 2 hours of your submission, between 8am and midnight, 7 days a week.
Why have I been asked to do this process again?
If you are unsure why you are being asked to submit your documents again, please contact the organisation to whom you’re applying and they will be able to give you further information.
The name of the organisation will be mentioned in the subject line of the email which you received from cloud@trustid.co.uk.
How do I know if my ID document is Biometric?
Look for the biometric symbol either on the bio-data page of the passport (the photo page) or on the front cover of the passport. For ID cards, the symbol will always be present on the card, if it is biometric.
My passport doesn't contain a chip, what should I do now?
Please contact the organisation who requested your documents, and they will be able to advise of an alternative route.
The name of the organisation is in the subject line of the email which you received from cloud@trustid.co.uk.
What is my user name and password?
When uploading your identity documents from an email link, you don’t need a user name and password.
If you are being asked to log in to the service, please press and hold the “click here to get started” link (the blue text) and copy the link. Paste this into the Google Chrome App on your mobile device and this should remove the need to enter log in details.
Alternatively, please try accessing the link using a different mobile or tablet device.
Why can't I capture a 'selfie' image?
If the camera is not allowing you to take a selfie image, it is usually related to permission settings on your smartphone and/or the mail app used to access the GuestLink.
Please copy and paste the GuestLink into Google Chrome on your mobile device and this should resolve the issue reported. To do this, press and hold the “click here to get started” link (the blue text) and copy the link.
Alternatively, you may need to check the settings on your phone
How do I get a share code for Right to Work?
If you already have your settlement status, you can generate your share code online through the Home Office website.
Access here to get a share code for Right to Work.
You’ll need:
- details of the identity document you used when you applied (your passport, national identity card, or biometric residence card or permit)
- your date of birth
- access to the mobile number or email address you used when you applied.
Once you have generated the nine-digit sharecode, you can enter it into the TrustID service.
How do I get a share code for Right to Rent?
If you already have your settlement status, you can generate your share code online through the Home Office website.
Access here to get a share code for Right to Rent.
Once you have generated the nine-digit sharecode, you can enter it into the TrustID service.
Still not sure about TrustID?
If you are still unsure about using TrustID, please contact the company that has issued the TrustID invite – this is either your future employer, a company whose products and services you’re applying to use or the university to which you’re applying.
