
Ilija Djujic
I tried scanning my passport it was showing a green border as described but it still wouldn't capture a photo of it, if it can't do this essential thing then what's the point of this app. typical government app everything is made to be as hard as possible
Government Digital Service
July 14, 2026
We’re sorry you’re having problems proving your identity using the app. If you still need help, contact us at http://gov.uk/one-login/contact and we will help solve the problem. Thanks and best wishes, the GDS team

Phillips Steven
Needed to identify myself on the hmrc government gateway for a tax refund. The use of the qr code to link the app to the gateway was simple, but all the challenges came after that. The scan of the passport photo page was very sensitive and its challenging to get it just right so it scans, the read of the passport chip is easy once you remember to move the phone up and down to read chip, the selfie again a little sensitive before it scans. The app does work but it takes time.
1 person found this review helpful

David Rigby
Step by step instructions are clear. Scan of passport photo page and biometric chip work smoothly, but the selfie face scan took multiple attempts with the scan starting and stopping before eventually capturing. Unclear if you need to retain app in your phone after successfully proving identity first time.
3 people found this review helpful