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.

If you’ve received an email asking you to upload your documents, please read the section on ‘Why have you sent me an email?’ below.

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 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.

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.

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

How does the TrustID cloud service work? 

How does the TrustID Right to Work service work? 

How does the TrustID KYC/AML service work? 

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

How has Brexit affected Right to Work checks?

A

The Home Office published new guidance regarding how to carry out right to work checks and which documents you can use from 1st July 2021. You can read the latest guidance here.

The main changes relate to the right to work checks required for EEA/Swiss nationals after 1st July, with an EEA passport, national identity card or Residence Documentation no longer sufficient to prove their right to work.

Those EEA/Swiss nationals with a digital status under the EU Settlement Scheme will have to evidence this through the online checking service. The online service is also available to EEA/Swiss nationals with a Frontier Worker Permit, as well as to people of any nationality with a Biometric Residence Permit. Manual checks can still be used for anyone with a physical BRP.

The following documents have been added to List A and List B:

  • Documents issued to EEA/Swiss nationals and their family members by Crown Dependencies (the Bailiwick of Jersey, the Bailiwick of Guernsey or the Isle of Man)
  • Irish passports (which includes the Irish passport card)

A short exceptions list has also been included for EEA citizens without Settled Status, which includes documents such as the Frontier Worker Permit, and the Service Provider of Switzerland visa.

The wizard within the Right to Work service has been updated to reflect this updated guidance.We already incorporated the use of sharecodes into our online verification services. We have now also updating the TrustID Right to Work service to include the published changes to List A and List B, as well as the exceptions list.  The system wizard ensures that your hiring managers are guided through the process and directed to upload the correct combination of documents.

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: customerservice@trustid.co.uk

Call : 0118 466 0822 and select the helpdesk option

Contact us using the website chat function or

Contact our support team