Existing customer FAQs

Contact our support team

Are you an existing customer? These FAQs might help:

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 online services and how 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:
https://cloud.trustid.co.uk

TrustID Right to Work (RtW) service

You can access this service online:
https://rtw.trustid.co.uk

Hays (Approved Hays users only)

You can access this service online:
https://hays.trustid.co.uk/

Octane (Fourth ATS customers)

You can access this service online:
https://octane.trustid.co.uk

Q

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

A

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.

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, TrustID Right to Work or TrustID KYC service, 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.

Q

Why has my submission been rejected?

A

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.

Contact the document team
Q

Why have you sent me an email asking for my documents?

A

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.

Q

I have a problem with my Guest Link upload

A

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.

Q

I still have questions

A

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

Email: help@trustid.co.uk

Call : 0118 466 0822 and select the helpdesk option

Contact us using the website chat function or

Contact our support team