Great bit of software to take away the pain of employees having to send passports before their first day. Good customer service as well.
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I needed some guidance on result checking, so I rang customer services and spoke with Kristine. She was so pleasant and explained everything, answering any questions that I had. Up until then,... See more
Company replied
I had to download this app for an ID check with DBS for a new job. After reading the reviews, I was pretty skeptical because many people said it didn’t work. However, I found that the key issue (at... See more
Company replied
The platform is easy to use and the checks are user friendly and only take a couple of minute to complete. Responses are clear and well laid out. The reporting options are excellent and give a great... See more
Company replied
Company details
Written by the company
TrustID is a certified Identity Service Provider (IDSP), offering identity verification services for businesses which help them to onboard applicants compliantly and securely. We complete over 250,000 checks a month. Customer support is available by contacting our team on +44 (0) 118 466 0822 / customerservice@trustid.co.uk or visiting our website: https://www.trustid.co.uk/contact/candidate-suppport. We're available 365 days a year. TrustID identity checks form part of a Right to Work, Right to Rent, counterfraud or Know Your Customer check process.
Contact info
The Blade, Abbey Street, Reading, RG1 3BA, Reading, United Kingdom
- +44 (0)118 228 0939
- customerservice@trustid.co.uk
- trustid.co.uk
3.8
Great
207 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 57% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Their website gets stuck
Their website gets stuck. Tried on different browsers. The customer service should be open at 9am, but they are not taking any calls and it’s 9:30am. I have called several times now.
A lot of time wasted.
3 November 2025
Unprompted review
Reply from TrustID
Sorry to hear you're having trouble. Our customer service team are available and online right now. Please give us a call on 0118 4660822. Or visit our website and contact us through LiveChat. Alternatively, please reply to our request for information and we will call you directly.
Awful
Never felt compelled to write a review for any service in my life, but this TrustID is so bad it deserves it.
Passport photo and selfie both allegedly fine according Trust ID. Every single time requesting Org comes back to me informing me it failed.
Companies should avoid TrustID like the plague.
23 September 2025
Unprompted review
Reply from TrustID
Really sorry to hear that you've had a bad experience. The organisation requesting your check should be able to share information about why the check is coming back as failed - we provide them with that information. They can also speak to our Customer Service team. We would be very happy to help you directly too, if you want to get in touch - 0118 228 0939 / LiveChat on our website / customerservice@trustid.co.uk
Dystopia
It shouldn't be necessary to have a phone and verify your digital identity to be able to work.
8 August 2025
Unprompted review
Reply from TrustID
Thanks for sharing your review. The UK Government define the rules around compliance and TrustID services are designed in line with the latest guidance. However, your employer should be able to offer you an alternative to a digital check - please get in touch with them for further advice. Thanks, The TrustID team.
Worst App I have ever used......
Countless efforts to Up-load a simple photograph, it's beyond frustrating ......and it's not my permission settings, it's your terrible App.
6 August 2025
Unprompted review
Reply from TrustID
Sorry to hear that you haven't had a good experience with our service. Our Customer Service team would be happy to help or hear any further feedback you might have - info@trustid.co.uk / +44 (0)118 228 0939
Great customer service with an…
Great customer service with an intuitive system to work with. Recommended company!
29 July 2025
Unprompted review
Reply from TrustID
Thank you for sharing your positive review Peter. We're glad to hear that you'd recommend our services!
TrustID's customer service team always…
TrustID's customer service team always respond to my queries promptly, clearly explaining what action needs to be taken. I have found them consistently helpful :)
28 July 2025
Unprompted review
Reply from TrustID
Thank you so much for taking the time to leave your review. We're glad to hear that our Customer Service team are supporting you!
Great service!
We have been using Trust ID for over 2 years now. They are easy to deal with and remove so much admin from the team. Everyone I have come across has been helpful and knowledgeable.
22 July 2025
Unprompted review
Reply from TrustID
Thank you for your positive review. We're happy to hear that you enjoy working with us.
There seems to be a problem with the…
There seems to be a problem with the Photo taking part of the app. I can get my face in the oval. Take the picture. Put in my address. Then i get told by the agency it hasn't worked. It reads my chip on my passport fine.
14 July 2025
Unprompted review
Reply from TrustID
Sorry to hear that you're having trouble. Your agency will have been provided with more information about why they check hasn't worked and should be able to offer further guidance. Alternatively, our Customer Service team can support - 0118 2280939 or info@trustid.co.uk.
Abysmal setup.
Abysmal setup.
Who on earth decided to FORCE individuals to use a smartphone in order to verify identity. I have already provided my ID to employer and now being pushed towards this service.
A crass "oh borrow a smartphone from someone" is NOT a valid solution.
Ridiculous configuration effectively excluding and prohibiting employment. This organisation should be ashamed of themselves.
27 June 2025
Unprompted review
Reply from TrustID
Sorry to hear that you're not happy with the TrustID service. The use of a mobile phone to capture your image is due to requirements around the image quality. We don't store anything on your device so it is possible to use a device belonging to someone else. Your employer has the option to check your Right to Work using other routes, including a manual upload of your document or a visual check. Please contact them for further advice or give our customer service team a call on 0118 288 0939.
Disgrace
The accessibility service is a disgrace - impossible to use without a written code provided with purchase - who knew?!
21 June 2025
Unprompted review
Reply from TrustID
We don't believe this review is for TrustID Ltd as we require no written code to access the service which is provided online. If you're an applicant, your employer should send you a link which you can use for your document upload and if you're an employer, our Customer Service team will issue log in details. Please give us a call if we can help further - 0118 228 0939.
Great
The service has improved our candidate experience and gave us back some admin capacity. The costumer support team are friendly and responsive.
19 June 2025
Unprompted review
Reply from TrustID
Thank you for taking the time to leave your review. We're pleased that you're enjoying our service and please keep in touch with our Customer service team if we can help with anything at all!
"Check could not be initialized."
Completely useless and frustrating. "Check could not be initialized." So I try again ... and again.
13 June 2025
Unprompted review
Reply from TrustID
Our apologies for the frustration. This error is usually due to permission settings on your mobile device. Often the easiest way to solve it is to copy and paste the link into Google Chrome. However, our Customer Service team are always happy to help - please contact us on LiveChat or call us on +44 (0)118 228 0939. Alternatively, reply to our request for more information and we will contact you.
if there was an option for zero stars i…
if there was an option for zero stars i would have chosen that. Does not recognise chip, does not recognise live doc or picture. Take this app back to drawing board! Helpline chat repetitive and unhelpful.
23 May 2025
Unprompted review
Reply from TrustID
Sorry to hear the App hasn't worked for you. Please reply to our request for information so that we can help you further and also use your feedback to improve our service.
Link lost
Could not use the link and requested a new link to be sent. Was received quickly with a reset. All working now
22 May 2025
Unprompted review
Reply from TrustID
Thank you for taking the time to leave a review. We're glad that you were able to carry out your check quickly!
I was asked by my agency to verify my…
I was asked by my agency to verify my identity using the UK Immigration: ID Check app as part of the process to find work in schools. I spent three hours trying to scan the chip in my passport, but it simply wouldn’t work. I became extremely frustrated and eventually had to give up.
I emailed the agency, expressing my frustration, thinking I might be doing something wrong. However, after reading reviews, it seems this app is unreliable. Why must I endure such trouble just to verify my identity? 😡😡😡😡
19 May 2025
Unprompted review
Reply from TrustID
Sorry to hear you had trouble with the App. You don't mention at what stage you were having trouble but sometimes the difficulties are to do with the permissions on your 'phone and our Customer Service team are always happy to help. You can contact them on +44 (0)118 228 0939 or info@trustid.co.uk. I hope you have now resolved the problem but if not, please contact us or respond to our request for information via Trustpilot and we'd be happy to help.
Generous 4 Stars as works on Chrome
I will be generous and give the application 4 stars. Though initially the application would not allow a selfie to be taken, and after trying to figure out why my phone camera would not allow the permission for the selfie, I messaged the TrustID Customer assistance who suggested I paste the shortcut (from the QR Code) onto Google Chrome browser where the app allowed me a complete process that took mere seconds. Thank you Customer Assistance
19 May 2025
Unprompted review
Reply from TrustID
Thank you Mike for your review and for taking the time to reach out to our Customer Service team. Sometimes the camera permissions do funny things and so I'm glad you contacted Customer Service and they were able to help!
Utterly useless app
Utterly useless app. Won't accept my passport photo, tried 20 times. Used website and didn't solve the problem. Phone call is a waste of time and of no use, sends you in a loop and then asks to send an email. My new employer wants this info ASAP. Lost the will to live or accept the job if my new employer can't even get this right.
15 May 2025
Unprompted review
Reply from TrustID
Sorry to hear that you're having trouble. Please share your details to enquiries@trustid.co.uk or via the request which we're about to send. We will call you back to see how we can help.
I'm giving one star because it doesn't work
I'm giving one star because I can't give less. It has taken me several goes to get TrustID to work at all, with it crashing repeatedly. Now I'm stuck on the address because it won't accept my postcode. I have tried entering my postcode in different ways or using nearby ones, but it just won't accept it. Ironically, I already have an Enhanced DBS for another job, that was relatively easy, all I had to do was take my documents to the post office to be verified, it took half the time this has taken so far.
14 May 2025
Unprompted review
Reply from TrustID
Hi Brigid. Sorry to hear you are having trouble. Our Customer Service team are available and always happy to help - customerservice@trustid.co.uk / +44 (0)118 228 0939. Alternatively, we will contact you directly to help if you reply to the request for information which we will send you.
Faulty trust id app
I’ve been asked by my employer to use Trust ID to obtain an enhanced DBS
Iv download the app
Completed the tasks. The last task is to scan the chip on my passport.
When I’m instructed to do this the site tells me “ iv forgot to download the app”
Iv tried this 6 times
I’m not wasting anymore of my time on a faulty application.
13 May 2025
Unprompted review
Reply from TrustID
Hi Bryan. Thank you for taking the time to leave a review and we're really sorry to hear you're having trouble with the chip scanning App. We are aware of an issue with some devices which require a restart once the App is installed, before it is recognised. We are investigating this and in the meantime, if you would like further assistance, our Customer Service team will be very happy to help you further - customerservice@trustid.co.uk /
+44 (0)118 228 0939
Customer service :)
Lovely customer service, very helpfull and fast. Really happy with it.
7 May 2025
Unprompted review
Reply from TrustID
Thank you for taking the time to share your review. We're delighted that our Customer Service team were able to help!
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