You will be asked to verify your identity in order to access certain services on the CAA Customer Portal.
For services that require a higher level of verification - such as the Manage Personnel Licences service - the online ID check will be facilitated by our partner TrustID.
The ID check will be carried out when you register for a service that requires identity verification. Once completed, the result of the check will remain attached to your profile, so you will not need to repeat it unless your personal details change.
Users of the Manage Personnel Licences service will be asked to complete an ID check if they want to change their name or nationality.
Why do I need to verify my identity?
Identity verification allows us to confirm that you are who you say you are before granting access to services that hold personal or sensitive information.
Completing an online ID check has several advantages:
- You do not need to obtain certified copies of your ID
- It helps protect the security of your personal records
- It enables us to process applications more efficiently, reducing delays caused by missing or incorrect paperwork.
- You only need to complete the check once, unless your personal details change.
The ID verification process
The CAA uses TrustID, a Government-certified identity service provider, to complete verification checks.
Before you start
You will need:
- A smartphone or tablet with a working camera. You may use a friend or relative’s device if needed.
- The original identity document you intend to use (not a copy or scan).
What to expect
- You will receive a secure link from TrustID by email when you register for a service that requires ID verification, or when requesting a change of name or nationality.
- The link will open a secure, browser-based ID check on your smartphone or tablet—no app download is needed.
- You will be asked to take photos of your identity document.
- You will then take a selfie image so TrustID can match you to your document.
- TrustID’s automated system will process your images and confirm whether your identity has been successfully verified.
When completing an ID check for a change of name or nationality, ensure that your identity document is already in your new name or shows your updated nationality, as TrustID cannot validate future or pending changes.
Guidance videos
To view a demonstration of the ID verification process when registering for the CAA Customer Portal as a new user, see our video:
Registering for the Manage Personnel Licences service as a new user - YouTube
To view a demonstration of the ID verification process when registering for a new service as an existing portal user, see our video:
IDV Registering for the Manage Personnel Licences service as an existing user - YouTube
Accepted ID documents
You can use the following ID documents for an IDV check:
- Passport
- Driving Licence (full and provisional)
- Nationality Photographic Identity Card
Tips for taking a good document image
Sometimes an automated ID check may return an unsuccessful result due to the quality of the images provided. This includes:
- Blurry or dark photos
- Reflections obscuring document details
- Part of the document being cut off
- Selfie images where your face is not clearly visible
We strongly recommend reading TrustID’s guidance page before starting your ID check:
How to capture the best document image
Troubleshooting
I’d like to upload an image of my document, rather than taking a photograph
To use the TrustID service, you must be in possession of your original document. You will not be given the option to upload a pre-captured image. This is in-line with the latest Home Office guidance.
Please capture a photo of the original document using a smartphone or tablet device. For advice on how to capture a good image, visit: How to capture the best document image
My passport is out of date
You can still use an expired ID document for an ID check.
I don’t have a UK ID document
You can use a passport or driving licence issued by any country. You can also use a nationality identity document that has your photograph on it.
How to start the process on a phone
You must open the link from your email using a mobile phone or tablet device. This is because you will need to capture a photograph of your document using the device’s camera and we need to confirm that the image is taken ‘live’ to comply with Government guidance.
To switch to a mobile device from your PC, please use the device camera to scan the QR code within the email. This will then open up the TrustID service in your mobile device browser. Google Chrome is the preferred default browser.
The link in the email is not working
Your one-time access email may have expired – this is the email you received from cloud@trustid.co.uk. Emails are typically valid for 14 days from date of issue or until you have completed the check. The expiry date will appear in your email.
If your link has expired, you can request a new one. Log into your CAA Customer Portal Account and click on the service you applied for. From here, you will be able to request a new link.
Timeframe for receiving the result of the check
The result should be sent to the CAA within 2 hours when completing the ID check between 8am and midnight, 7 days a week. In rare cases it can take longer. You will receive an email from us with the outcome.
Unsuccessful ID checks
If your ID check is unsuccessful, you will be sent an automated email with instructions on how to get a new link to try again. You may be allowed to attempt the ID check up to 3 times, before needing to contact the CAA.
The CAA will be able to review your attempts and provide advice on why the check was unsuccessful, such as the photograph not being clear enough or part of your document being cut off. Once we have provided feedback, we can reset your account and grant you another 3 attempts.
You will not be granted access to the relevant CAA service until you have passed the ID check.
Support with the IDV process
The IDV process cannot be completed offline, but you can contact us for help with completing the process.
CAA Customer Portal Support
Email: customerportalsupport@caa.co.uk
Telephone: 0330 022 1909
Monday to Friday, 08:30am to 16:30pm.
If you are experiencing any technical issues completing the ID check, you can contact TrustID directly.
TrustID Support
Email: customerservice@trustid.co.uk
Telephone: 0118 466 0822 (option 1)
Monday to Friday 08.30am–17.30pm