Help and troubleshooting completing an ID check via TrustID

FAQs

Help and troubleshooting completing an ID check via TrustID

Here are some of the most common things we encounter, and most importantly, what to do!

Can I use the upload link through my PC?

You must open the link from the TrustID service using a mobile phone or tablet device. This is because you will need to capture a photograph of your document using the device’s camera, and we need to confirm that the image is taken ‘live’ to comply with Government guidance.

To switch to a mobile device from your PC, please use the device camera to scan the QR code within the email. This will then open up the TrustID service in your mobile device browser. Google Chrome is the preferred default browser.

Why am I seeing the error "Check could not be initialised"?

This error is usually linked to your device’s browser or camera settings.

The quickest way to resolve this is usually to copy and paste the link from the email into Google Chrome on your mobile device. Please copy-paste the blue guest link text, where it says, ‘click here to get started’, into the Google Chrome app on your mobile device and retry the process from there.

Please ensure that you have enabled the camera permissions in your Google Chrome application settings.

Why is my email link not working?

Your one-time access email (guest link email) may have expired - this is the email which you received from cloud@trustid.co.uk. Emails are typically valid for 14 days from the date of issue or until you have completed the check. The expiry date will appear in your email.

If your guest link email has expired, please contact our Customer Care team, and they will be able to issue you a new link.

Can I upload an image of my document, rather than taking a photograph?

In order to use the TrustID service, you must have your original documents or a Share Code, if applicable.You will not be given the option to upload a pre-captured image when using the remote upload service. This is in line with the latest Home Office guidance. Please capture a photo of the original document using a smartphone or tablet device. For advice on how to capture a good image, please visit this page.