Proof of ID - What forms of identification we can accept

To access our service, you will need to provide us with proof of your identity and address as part of our legal and clinical requirements. In this article, we will cover everything you need to know about the types of proof of ID that we accept at ProblemShared. 

If you already know which documents you need to send, but just need to know how to send your document to us, please go to section Sending your proof of ID.

Proof of ID – what you can use

Photo ID

Your photo ID must show your:

• Full name
• Date of birth 
• A recognisable photograph 
• A valid (not expired) date

We can accept the following photo ID 

• Current valid passport
• A valid UK/ International photocard driving licence (we are unable to accept this as both proof of ID and Proof of Address.)
• Residence permit issued by the Home Office
• eVisa
• EU or Swiss national identity card
• Young Scot Card (11-24)
• Photographic disabled blue badge
• Valid Student ID with photograph and date of birth (if the date of birth is not shown, please also submit a secondary document listed below). 

Alternative photo ID and secondary documents

If you can’t provide one the forms of Photo ID above, we may be able to accept one of the secondary documents below as proof of ID. This includes: 

• Full UK birth certificate 
• Marriage or Civil Partnership certificate 
• Adoption Certificate 
• Deed poll/ statutory name change document 
• Gender Recognition certificate

If you have an alternative photo ID (such as an employer, gym, or library card), please include it along with one of the secondary identity documents listed above.

While you're on the waitlist for assessment, our team will check your ID along with your pre-assessment forms. If they need to discuss the ID you've provided, they'll contact you via email. 

ID for Children and Young People

In cases where a child or client under 18 years of age does not have their own Photo ID, we can accept Photo ID from a parent or guardian instead

What if you don’t have any of the above?

If you’re unable to provide any of the documents listed above, please contact our client support team:

Email: help@problemshared.net

Phone: 020 3835 2900

Opening hours 09:00 – 17:30 Monday - Friday

Sending your proof of ID

Via your ProblemShared Dashboard: You can log in and upload your proof of ID to your dashboard. PDF, JPEG and PNG files are accepted.

Please note - If you have submitted a NEW Photo ID or Proof of Address document to your Dashboard following a request from our team, please let us know via email, phone call or chat. We'll notify the team so they can review it for you. 

Via email: If you are having trouble uploading any of your documents, you can send it via email to:help@problemshared.net

Via online Chat Agent You can also start a conversation with our online chat agent on problemshared.net and send your proof to us in the chat.

Screenshots and photographs

We can accept a screenshot or photograph of your proof. Please ensure the image is clear, in focus, and all text is fully legible.

When attaching the photos to your email, select ‘Medium’ size. This helps keep the image clear when we convert it into a document.

The image of the document must show your:

• Full name
• Date of birth
• A clearly visible photograph
• The document number or unique identifier is visible (if applicable)
• Expiry date