Why we check your identity
Because we submit a tax claim to HMRC in your name and handle your refund, UK anti-money-laundering rules require us to verify who you are — the same way a bank would. It protects you: it means nobody else can claim in your name.
When it happens
We ask right after you tap Approve estimate, and before we ask for your bank details. You only do it once. If we can already confirm who you are from your HMRC connection and the address you gave us, we skip it and tell you "Identity confirmed from your HMRC connection and your address. Nothing to send."
What you need
One photo ID: passport, driving licence or residence permit, in date.
A short video selfie: face on, good light, no hat or glasses.
Sometimes, proof of address from the last three months: a bill, bank statement or council tax letter with your name and address. The screen tells you if we need it.
It takes about two or three minutes with your phone camera. The check is run by Sumsub, a regulated identity provider.
Most checks finish in under a minute. If it needs a person to look, it can take up to one working day. You can carry on to your bank details while it is checked; the payout waits for the result.
Tips for a first-time pass
Use your phone — the camera is better than a laptop webcam.
Good light, no hats or glasses, and make sure all four corners of your ID are in the photo.
Use ID in your current legal name. If your name has changed recently, message us first.
If it fails or asks you to retry
A retry usually just means the photo was blurry or cropped — have another go with better light. If the check cannot be completed online, the screen says "We need to talk this one through". There is nothing more to send; message or call your specialist and they will sort out what happens next.