Skip to main content

This is a new service – your feedback will help us to improve it.

Posted Mon, 01 Feb 2021 11:17:35 GMT by PaolaRamirez
Hello, I'm trying to verify my identity in Goverment Gateway but It's impossible. I have tried with the payslips, p60 and they cannot verify my identity, but I don't know where is exactly the problem. I tried as well with the gov.verify (Post Office, Digidentity) and I have the same problem. Please Help.
Posted Thu, 04 Feb 2021 12:52:30 GMT by HMRC Admin 4
Gov verify won't ask for p60 or payslips there are online help support on the gov verify page when trying to get verified.
Posted Thu, 11 Feb 2021 21:47:15 GMT by Ken Edwards
I would give up. I have been trying to register on Verify sand Gateway and failed and all I have had is the same useless response you have got. You just get sent around in an endless loop The only way I can now communicate with them is by post. Very slow but at least it works
Posted Fri, 12 Feb 2021 12:50:35 GMT by vicarage
HMRC introduced new security checks for Government Gateway that locked many people out of their accounts. If you raise a formal complaint you will get to people who will extend your filing deadline by 3 months and allow you to file a paper return without penalty. I found standard customer support much less helpful.
Posted Thu, 08 Apr 2021 15:38:16 GMT by Barnard
Hello, I'm trying to verify my identity but it keeps telling me I have a Northern Irish driving licence - I do not. How can I get this changed?
Posted Mon, 19 Apr 2021 21:27:27 GMT by Eugene Mulcahy
I can't verify at all tried post office Experian I don't have a passport haven't had any help what so ever.Now they say I might qualify for the furlough I can't sign in to gateway account
Posted Tue, 20 Apr 2021 08:14:20 GMT by HMRC Admin 17


On the page asking the verification questions there will be a link for 'problems with this page' or 'get help with this page' to click on.

Thank you.

Posted Tue, 12 Oct 2021 17:21:23 GMT by Ed
Hi, When trying to verify an identity it offers up 2 options: UK passport- ok good Northern Ireland driving license - don’t have one of those That means it is impossible to verify identity if those are the only two options and you are required to choose two. It doesn’t offer any solution to the impasse, and contacting the support team about the issue results in a reply saying it is not a technical issue. Although it kind of is if you read the design pattern; What advice would you give?
Posted Fri, 15 Oct 2021 09:43:13 GMT by HMRC Admin 19

If you are unable to verify with the questions asked for the Government Gateway account, the only other option is to try verify.

If you are unable to use this method you will not be able to verify for an online account.

Thank you.
Posted Mon, 13 Dec 2021 13:12:53 GMT by Adelaide Di Maio Poole
Hello, I am unable to complete the verification on my identity on GOV.UK Gateway. Is there a way of talking to someone? The system does not recognize my name / or National Insurance Number, despite I am in full time employment ! I am not allowed to continue in the verification process online. Who designed this app?
Posted Mon, 13 Dec 2021 15:21:28 GMT by HMRC Admin 17

You can make sure that your personal details are correct with Income Tax see  link:

Income Tax: general enquiries    .

Thank you.
Posted Thu, 13 Jan 2022 13:29:10 GMT by K Pires
Unfortunately none of the above answered my problem trying to verify my id with p60 and passport. I sent an email asking for support and after a few replies got the magic answer from a wizard :) Thank you!! The answer for me was if I had more than 1 job... it maybe different for you. Hope this helps. Please see below. Depending on the option you have chosen, the answers you have provided are held on your record with HMRC/HMPO/TransUnion/DVA. Please note that the system will not tell you which answers are incorrect - it will only advise if you have passed or failed verification after you have answered both options. Due to security we cannot confirm which option you are failing but we can offer some generic advice below. Passport Please be aware you cannot use your passport to verify if you have reported a passport lost, stolen or is cancelled. You must use a UK issued passport - you cannot currently use a Visa or a passport issued by another country. Please be aware, your name must match your name held on HMRCs record. If your document or HMRC record is not up to date, you will need to ensure they are updated if you wish to use your passport as a verification option. Please see for passport or change-your-personal-details-HMRC for HMRC. Please ensure:- The passport has not expired and expiry date is entered (not your date of birth) in the correct format The name is entered exactly as shown on your passport The passport number is entered exactly as shown (9 digits) If your name contains an apostrophe and you are using an Apple device, please ensure a straight apostrophe is entered in your name.P60 P60 The P60 question has been presented as your employer has provided positive income and national insurance contributions data for a job/s you had during the 20/21 tax year. If you had more than one job in 20/21 year, try the pay figure shown in the box titled "In this employment". Please use a P60 from 20/21 tax year, if you do not have a P60, you can use data from your final 20/21 tax years payslip. Please locate the year to date or cumulative data on the payslip. To answer the Total pay question, please use the "year to date" pay figure To answer the National insurance paid last year question, please use the "year to date" NI figure Alternatively you may try GOV.UK Verify which uses 3rd party agencies to verify your identity and may allow you to use some HMRC online services.
Posted Wed, 02 Feb 2022 18:11:59 GMT by Francesco Poiana
Hi I need help in completing my self assessment tax return. is referring to an agency for the confirmation of the identity . UK passport- I have an EU passport Northern Ireland driving license - don’t have one of those That means it is impossible to verify identity if those are the only two options and you are required to choose two. can you help me with this? many thanks F
Posted Tue, 08 Feb 2022 12:04:33 GMT by HMRC Admin 10
Hi Francesco Poiana

If you cannot pass Identity Verification (IV), you may be able to use GOV.UK Verify.

You can try again once they have the required valid information,until you can pass IV, you will always need to contact the relevant Line of Business relating to your query.


Posted Wed, 09 Feb 2022 07:33:32 GMT by Sophie Willis
How can you use verify to get access to a government gateway account? I set verify up but it can only let me access my personal account to view my pension forecast, etc. I need to get a government gateway account to set up tax free childcare and I don’t have a valid passport so the credit reference is the only option. Whenever it asks me about when I last took out a credit card and loan, it only gives year durations but I have taken out neither!!
Posted Wed, 09 Feb 2022 17:45:50 GMT by TJM
I have set up a gateway account. I wish to check gaps in my National Insurance. The Gateway says in need to verify my ID using two out of: Current passport. Mobile phone contract. Northern Ireland Driving licence. My passport expired during lockdown I have a PAYG phone. I live in Sussex. Why would I have a Northern Ireland Driving Licence? How can I verify my ID??? It would appear that in order to do so I need to take out a mobile phone contract and move to Belfast. This is ridiculous.
Posted Thu, 10 Feb 2022 12:27:07 GMT by HMRC Admin 20
Hi Sophie Willis,

If you are unable to verify I would contact the Tax Free Childcare team:

Childcare Service helpline

Thank you.
Posted Thu, 10 Feb 2022 13:37:02 GMT by HMRC Admin 10

We only have access to DVLA information for NI, which is why it gives that as an option.

If you are unable to verify with the options provided you will not be able to set up the account.

The National Insurance deparment may be able to give this information:

National Insurance: general enquiries


Posted Thu, 10 Feb 2022 17:31:33 GMT by Malcolm Hunter
Tried to verify ID today for tax repayment. Used self assessment information and Passport details , the system came back saying something was incorrect. Could it be that the passport info HMRC hold is incorrect, because I entered the details several times as far as I can see correctly. Alternatively , I was asked the date and amount of previous payment on 31 /1 /22 , could it be that this is not registered yet with HMRCs system.
Posted Mon, 14 Feb 2022 09:24:47 GMT by HMRC Admin 17

There should not be an issue with the passport information as long as the passport is valid, payments can take up to 7 days to show
so it may be worth checking if the payment is on the system.

See link:

Self Assessment: general enquiries     .

Thank you.

You must be signed in to post in this forum.