Why Is My Companies House Identity Verification Not Working?

If your Companies House identity verification is not working, there are several possible causes. This troubleshooting guide helps you identify the problem and find the right solution, whether the issue is technical, document-related or caused by data discrepancies.

Is it a technical problem?

Before checking documents or register details, rule out technical causes:

• Browser compatibility — use an up-to-date version of Chrome, Safari, Edge or Firefox. Older browsers may not support the verification interface.
• JavaScript and cookies — ensure JavaScript is enabled and cookies are allowed for the verification site.
• Camera access — the liveness check requires camera access. Check that your browser has permission to use your camera.
• Internet connection — a slow or unstable connection can cause uploads to fail and sessions to time out.
• VPN — some VPNs can interfere with the verification process. Try disabling your VPN temporarily.
• Ad blockers — browser extensions that block scripts or trackers may interfere with the verification interface.

Is it a document problem?

If the technical side is working but verification still fails:

• Is your identity document current and not expired?
• Is the document image clear, well-lit and complete (all edges visible)?
• Is the machine-readable zone at the bottom of your passport visible and legible?
• Are you using an accepted document type for your verification route?

Is it a data matching problem?

Check the Companies House register to confirm:

• Your name matches your identity document exactly (including middle names)
• Your date of birth is recorded correctly
• Your role (director, PSC, etc.) is current and not terminated

Is the service itself experiencing issues?

Occasionally, the GOV.UK One Login service or an ACSP platform may experience downtime or technical difficulties. If you suspect a service issue:

• Check the GOV.UK service status page
• Try again after a few hours
• Try an alternative verification route (ACSP instead of GOV.UK One Login, or a different ACSP)

Step-by-step troubleshooting checklist

1. Clear your browser cache and cookies
2. Switch to a supported, up-to-date browser
3. Disable VPN and ad blockers temporarily
4. Check your internet connection stability
5. Verify your identity document is current and undamaged
6. Retake document photos with good lighting and no glare
7. Check your details on the Companies House register
8. If everything checks out, try again or switch verification routes

Get help

Companies House ID Verification provides guided support to help you complete verification successfully. The fixed £19 fee includes document guidance to help prevent common issues. Start your verification or visit the FAQ for more answers.