Summary
If you’re having trouble completing your verification, it’s usually because one of the data sources couldn’t be connected.
Common examples include:
HMRC: login issues, ID verification issues, or approving access
Open Banking: login issues, no online banking, non-UK account
Payroll: your payroll record can’t be found or is taking too long to load
Don't worry - As long as you can connect at least one data source, you can skip any problematic connections and submit your verification. Alternatively, if you can’t connect any sources, your verifier should be able to provide an alternative verification option for you.
Your Options
1) Try to fix the connection
Start with the relevant troubleshooting guide:
Get help with HMRC
Get help with Open Banking
Get help with Payroll
If you need further help:
If the problem is access to your account: for example, you can’t log into HMRC or your bank, you may need to contact that provider directly to restore access.
If you believe the issue is with Konfir, please contact us us via chat or email
2) Skip and continue
If you're still facing connection issues, we recommend skipping the problematic connection and continue to connect any other available sources.
Once you’ve connected at least one source, you can submit your verification. Your verifier will review what was verified and follow up if they need anything else.
If no other connections are available, you will need to follow Option 3.
3) Contact your verifier
If none of your available connections will connect, or you’d prefer not to use Konfir, contact your verifier (the organisation requesting the check). They can offer an alternative method, such as documents or references.