Help completing the online form

I have not received a 6-digit security code to my phone

Make sure you have waited a few minutes for the code to come through. Check that the phone number looks correct. If it looks incorrect, see the advice in the I need to change the phone number associated with my application section. 

If you need to change the phone number on your application, contact your Registration Authority manager, agent or sponsor; their email address will be included in your invitation email.

Do not contact the National Service Desk email address; this team will not be able to contact your inviter on your behalf.

You may need to be sent a new application invitation, depending on how far you are through the process.

I do not have a National Insurance number

If you do not have a National Insurance number, then you must contact the Registration Authority manager, agent or sponsor who is managing your application. Their email address will be included in your invitation email.

You may need to book a face-to-face meeting with them instead.

The service is telling me that I already have a Care Identity profile

You should contact the Registration Authority manager, agent or sponsor who is managing your application. Their email address will be included in your invitation email. You may need to book a face-to-face meeting for them to check and update your existing profile.

I am not sure which address to include in the online address check

If you are, for example, a student and have a term time address which differs from a non-term time address, ensure the address you use has some connections to your name. 

The system will be checking for connections between the address and name you provide with banks, utility providers, local council and electoral register, for example. Only you will be able to see that this check has been performed and it will not impact your credit score.

I have just moved address - should I use my old or new address?

If you have very recently changed your address, then you may use your previous address if you think that your new address in unlikely to show up any matches to your name.

The system will be checking for connections between the address and name you provide with banks, utility providers, local council and electoral register, for example. Only you will be able to see that this check has been performed and it will not impact your credit score.

I do not have a UK address yet

If you do not have a current UK address, then do not select to prove your address through the online TransUnion check.

Select ‘Provide a proof of address document’. You will have to provide a proof of address document for your non-UK address and 2 forms of photo ID. For the documents we accept, see the 'More information about what we'll accept' section.

1. Go to your phone’s gallery of photos and select the photo you want to use.
2. Select an option to share this photo.
3. Select an email option.
4. The email should auto-populate with the photo attached and your email address as the sender. Email the image to an email address that you can access on your computer.
5. On your computer, you should find the email that you’ve sent to yourself with the photo attached. Select the photo and download it to your computer.
6. Return to the Apply for Care ID ‘Upload photo’ screen and it should enable you to find your recently downloaded photo in your computer files, often in the ‘Downloads’ section.
7. If the online form has timed out, return to your invite email and begin the form again, using the same link.

If the online form has timed out, return to your invite email and begin the form again, using the same link.

My name is now different to the one presented on my ID document

If your given name or family name do not match your photo IDs, you may not be able to prove your identity using the online service.

You should contact the Registration Authority manager, agent or sponsor who is managing your application. Their email address will be included in your invitation email.

I do not have the correct documents or one of them has expired

If you do not have the documents then you must contact the RA manager, agent or sponsor who is managing your application. You may need to book a face-to-face appointment with them instead.

Accepted photo ID

You will need an in-date photo ID, or 2 photos IDs if the online address check cannot prove your address, or if you choose not to use it. Apart from passports, which can be expired by up to 6 months, we will not accept other expired photo ID documents.

If you choose not to complete the online address check, or it cannot prove your address, you will need 1 proof of address, for example:

• bank account or credit card statement, this must be from the last 6 months
• utility bill, this must be from the last 6 months
• mortgage statement, this must be from the last 12 months
• council tax statement, this must be from the last 12 months
• tenancy agreement, this must be from the last 12 months
• UK full or provisional driving licence (if you are using your driving licence as a photo ID you cannot use it as proof of address)

Documents from joint accounts with your name and the name of one or more account holders can be used.

Make sure that your name and address, the issue date, and the branding of the company that issued the statement are visible on the screen. 

You cannot use a screenshot image.