When confirming your identity within a government gateway account, if an exact match is found on HMRC records after the initial pieces of information (first name, last name, national insurance number and date of birth) there will be options of how to confirm your identity.
This will depend on what information is available.
There will be options such as P60, payslips, tax credit payments, passport (UK passport required) and multiple choice.
Not everyone will get all of these options as it depends on what information is available to check against. If there is no P60 question, this would indicate that the tax office does not hold information to check against.
Everyone will get the passport and multiple choice questions as these questions and answers are not checked by HMRC, but by either the passport office or nominated credit reference agency.
When a you are having issues confirming your identity using government gateway, we would find out which area is asking the questions. If it is the multiple choice questions then we would advise you to check your credit report online to try and identify why the answers you are providing are not accepted. There are various providers that you can use for free to check this information.
If you still cannot confirm your identity, select the ‘Get help with this page’ link from the bottom of the page that says we cannot confirm your identity.
This will give you several boxes to complete with name, email address, what you were doing and what you need help with.
You need to enter as much information as possible, for example:
“I’m trying to confirm my identity so I can complete a Self Assessment return, I don’t a have UK passport, and the credit report questions are not accepting the information. I have checked my credit report and cannot identify any discrepancies why the answers would not be accepted. I have tried GOV.UK Verify (which providers) and still cannot confirm my identity.”
This will send a report to our digital support team including information such as the page you were on, your browser and type of account you have logged in with.
We will issue an email acknowledgment with a reference number for the query then send a further email once we have investigated the issue. This would contain further information or guidance for the you to follow.
If those instructions did not resolve the issue, you would reply back to that email explaining why you still had issues and this would be escalated within our digital support team.
To contact us if you need help with HMRC online services:
Technical support with HMRC online services
You can give feedback on GOV.UK Verify using the feedback link at the bottom of the page below. This page also has helpful information on how GOV.UK Verify is built, who is involved and has links to support from identity providers:
If you wish to complain about HMRC online services:
Complain about HMRC online services