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
You will usually be asked right after you approve your estimate. It is the last thing standing between your claim and HMRC.
What you need
One photo ID: passport, UK driving licence, or a biometric residence permit.
Your face! The check asks for a short selfie video to match you to your ID.
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 it is rejected outright or you get stuck on the page, message us here and a member of the team will sort it with you directly.