ID verification API

Existing customer FAQs

If you’re an existing TrustID customer looking for help, please read our FAQs below: 

Q – How do I access the TrustID service? 

A – We offer a range of different services, depending on which operating system you’re using and the level of checks your organisation has purchased. Please see below for a full list of our services and the website and Apps used to access them.

If you’re not sure which one you have purchased, please get in touch using the chat function below or through our Contact Us page.

TrustID Cloud validation service

You can access this service online:

TrustID Right to Work (RtW) service

You can access this service online:

Hays (Approved Hays users only) 

You can  access this service online:

Octane (Fourth ATS customers)

You can access this service online:

Q – We’ve run out of credits, how do we top up?

A – If you would like to purchase additional credits for the TrustID Cloud or TrustID Right to Work service, please email 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.

Q – My password isn’t working or I’ve forgotten my password. How do I reset it? 

Within the TrustID Cloud and TrustID Right to Work service, 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. 

Q – Why isn’t my scan report showing in my archive?
A – Identity document scans will be returned within 1 hour for documents submitted between 08:00 and 00:00 GMT and stored in your archive for 7 days. After 7 days, for GDPR compliance reasons, scans are removed from our systems and will disappear from your archive. If you have not downloaded your scan result before it is deleted, we are unable to retrieve this information and you will need to scan the documents If you have not received your results within 1 business hour of submitting the scan, please get in touch. 

Q -Why is my check failing? 

A – Our helpdesk team may fail a document for a variety of reasons. For further information regarding the document failure, please refer to the notes section on page 2 of your validation report. 

To minimise the risk of  a document failing due to a poor image, please follow the guidelines here

Q – Which documents are acceptable for Right to Work?  

A – For a full list of documents which you can accept as part of a Right to Work check, please visit this page.