Summary
After signing in to Government Gateway or GOV.UK One Login, HMRC may ask you to verify your identity before proceeding. This ID check may fail if:
Details do not match - If HMRC hold certain details (e.g. address, name) on you that don't match up with the ID document that you're providing them, the check will fail. You'll need to contact HMRC to update your details before retrying.
Image is not accepted - HMRC may not be able to read your document properly. Try a different ID document (e.g. passport instead of driving licence), ensure good lighting / no glare, or use a different device.
If you're unsure what the issue is, see if you can try a different sign method - HMRC will typically provide you with two options to sign in to your account (Government Gateway or GOV.UK One Login). If one isn't working, switch to the other if available.
Still not working? Skip HMRC.
You don’t need HMRC to complete your verification - you can skip and continue to connect your other available sources (e.g. banking and payroll), which can both independently confirm employment and income. Submit with what you have. Your verifier will review the results and follow up if they need anything else.
ℹ️ Note: Whilst not being used in this verification, it is still advised that you regain access to your HMRC account for the future. Use HMRC's support page to ask for help.
FAQs
Why does HMRC need to verify my identity again if I'm already logged in?
The identity step is separate from logging in. It's a higher-security check HMRC applies before granting data access to a third party like Konfir.
How many attempts do I get?
You can try multiple times. After several failed attempts HMRC may temporarily limit access - wait 30 minutes and try again.
Will this affect my tax account?
No. Failed identity verification attempts don't affect your tax records or account status.
What if I recently moved and haven't updated HMRC?
Update your address in your personal tax account at tax.service.gov.uk, then wait 24 hours and try again.