If we've let you know that your ID has been declined, it doesn't mean that your application has been cancelled.
Your ID may have been declined because:
- You haven't provided the required ID for your sign-up category
- The details on the ID do not match the details on your account e.g your name
- You already have an account with us
- Your ID did not show all of the required information
We like to give further opportunity for you to provide the right ID for your application, so we'll only automatically refund your payment if we deem you to not be eligible under any of our eligible categories.
If you need further support on what ID you'll need to provide, please visit the relevant section of our Help Centre below:
Our eligible social care categories
Our eligible retired categories
Our eligible volunteer categories
We may have also emailed you with some further advice on why your ID was declined.
If you have the correct ID and want us to review it for your application, you can reupload it in the My Card section of your account.
If you have paid for your application and wish to cancel it, please submit a request here.