1. Your ID document isn't being accepted
The online check needs a supported, in-date document — most commonly a biometric passport or a photo driving licence. The most common avoidable failure is an expired document, or a blurry/badly-lit scan. Check the expiry date, use good lighting, and let the camera focus. If your only document genuinely isn't supported online, switch to a video call or an in-person check, where a person can review it.
2. Your details don't match your document
If the name or date of birth you entered doesn't match your ID exactly, the check can fail. Enter your legal name precisely as it appears on the document you're using.
3. "You need a company number" — but you're forming a new company
You don't need a company number to verify. Verification is person-level: verify first, then use your personal code at incorporation. See "Can I verify without a company number?".
4. "Unable to verify your ID — under the required age"
Identity verification has to be completed by an adult — a young child cannot complete a biometric ID check. This usually appears when someone is trying to verify a minor who is, legitimately, a person with significant control (for example where shares are held for a child). The verification can't be forced through; the right step is to check the position with Companies House. We explain this in verifying a PSC who is under 18.
When to switch route
If the online (digital) check isn't working after a couple of careful attempts, don't keep retrying the same way — a video call or in-person check with a person is usually the quickest fix. And if you'd like help, you're welcome to ask us to walk you through it or send a link by email and text.