As part of the Post Office verification process, we look for information from your UK credit file that matches your personal details and confirms your identity.
If you are told that 'Post Office was unable to verify your identity' after providing your documents on our web page, this generally means that we have not been able to find enough credit information attached to your details to confirm them. Having said that, this check can also be affected by a number of other issues, so we advise that you check the following:
In the My Details section of your account page, please check:
- That your name has been entered correctly
- That you have provided your full name and not any initials
- That you have provided your middle names (if applicable)
If any of your information in the last 3-5 years has been registered under a different name, we recommend using the 'Add a new name' option to provide the other names.
In the Address Details section of your account page, please select 'Edit' next to each of your addresses to check:
- That each part of your address has been entered into the correct field and using the correct format
- That your postcode has been entered in the correct format (including a space and in all upper-case letters)
- That only numbers are entered into the house/flat number fields
- That only text is entered into the house/street name fields
If any of your information in the last 3-5 years has been registered under a different address, we recommend using the 'Add a new address' option to provide the other addresses.
Continuing with your verification
Once you have confirmed the details above, to check if you can proceed with your verification, please return to your registration using the steps from the following page: How do I get back to the registration web page? If you are able to continue, it will mean that we have successfully generated enough information.
If you are still told that 'Post Office was unable to verify your identity', unfortunately it will not be possible for you to complete your verification with the Post Office at this time. For more information on what to do next, please see the following article: What can I do if I can't verify online?