Identity-verification reconciliation

Start with the outcome that did not work

A stalled check, a missing Personal Code and an uncompleted company filing need different responses. Use the result message and last completed step to identify the issue before repeating verification or changing a record.

Clear instructions, suitable evidence and Coddan’s review help make ID verification smoother. Describe what happened in ordinary language; we clarify discrepancies and explain the suitable next step. An incomplete attempt is not automatically a formal rejection or a reason to buy another check.

Identify the failed or unresolved stage

Understand what stopped progress and how Coddan can help

These distinctions help Coddan identify the work you need. Describe what happened in your own words; your personal manager can help establish the stage before further work is agreed:

If you could not begin or complete the free Companies House route

Direct official route — free and self-service. Companies House uses GOV.UK One Login. Depending on your answers and eligibility, the service offers an app, online security questions or a participating Post Office route. Follow its instructions for the evidence and method available to you; not every method is available to everyone.

Coddan’s paid, assisted route — Credas checks and professional review. You can choose a suitable published verification service online, complete the instructed personal checks and receive personal-manager assistance. Coddan reviews the results, seeks clarification where needed and submits ACSP confirmation only when satisfied. Companies House then issues the Personal Code. This is an alternative service, not a requirement following an unsuccessful official-route attempt.

For a sign-in or device problem, use the official support for that stage first where suitable. If considering Coddan, ask about your documents or access requirements before ordering when suitability is uncertain. Verification already accepted by Companies House normally does not need repeating unless Companies House tells you otherwise.

Check whether the evidence was eligible for the selected route

Evidence rules depend on the route. A document that establishes identity in one context may not be accepted by a particular digital journey or may require additional evidence under the Companies House standard.

• Confirm that the document type and country of issue are accepted for the chosen route.
• Use the original document where the route requires it.
• Check whether the document has expired, been cancelled or been replaced.
• Confirm that names, date of birth and other material particulars can be reconciled with the information supplied.
• Do not alter an image or conceal document information needed for the applicable check.

If your present evidence cannot support the selected route, different evidence or another applicable route may be appropriate. For Coddan’s service, prepare your full and former names, date of birth, home address, 12-month address history, personal email address and mobile number. Your manager explains the evidence needed for your case. For document-suitability help, describe the document type and issuing country before sending evidence through the instructed secure process.

Example: an overseas individual with conflicting personal details

An overseas director has a valid passport, but the passport contains the full legal name while the Companies House record contains a shortened version. The home address has also changed since the director was appointed.

Illustration only. The evidence and record-correction route depend on the individual case.

If the document could not be read or validated

A document-checking problem is different from a decision that the person cannot be verified. Establish what prevented the check from completing.

For glare or an unclear photograph, follow the capture instructions using eligible original evidence, with the whole document visible and information unobscured. If a Coddan check remains unsuccessful, contact your manager before another attempt or purchase. Your manager can review the reported problem and explain the appropriate next step.

If the identity or facial-matching check did not complete

A document may be readable while a separate identity or real-person check remains incomplete. Possible causes can include an unclear facial image, difficulty completing a real-person step, a mismatch between the person and the document photograph, or insufficient evidence of the identity’s activity.

If the invitation is missing, check the email or mobile number supplied and your spam or junk folder, then contact your Coddan manager. Check a doubtful invitation through your known Coddan contact; a displayed sender name alone does not establish authenticity. For an interrupted check, keep the message and ask for the correct continuation instructions rather than starting a duplicate order. Tell us about accessibility needs, difficulty using the device or completing the facial step so we can confirm what assistance or alternative route is available. Do not send identity evidence through ordinary enquiry email.

If names, dates of birth or addresses do not agree

Locate the inconsistency before changing any record

Coddan can review the information used for verification against the relevant evidence and Companies House record to help identify the discrepancy. Useful reconciliation points include:

• full legal names, former names, shortened names and transliteration;
• day, month and year of birth;
• current home address and the required address history;
• different address formats used across jurisdictions; and
• information previously supplied by an ACSP or in a company filing.

If an ACSP could not become satisfied

An ACSP must decide whether it is satisfied that the person is who they claim to be and that the Companies House identity-verification standard has been met. An incomplete technology result, insufficient evidence and the ACSP’s final satisfaction decision are distinct matters.

After reviewing a suitable order, Coddan sets up the Credas case and sends the individual an email or SMS invitation. The individual completes the instructed document and real-person checks. Coddan then reviews the results and evidence, seeks clarification where needed and decides whether the standard is met. When satisfied, Coddan submits its ACSP confirmation to Companies House; Companies House issues the Personal Code to the individual. Completing Credas checks alone does not complete these later stages.

If Coddan or another ACSP cannot become satisfied, the individual may need to provide different or additional evidence or use another applicable route. It does not automatically establish that the individual can never be verified.

What an ACSP must record after an unsuccessful attempt

An ACSP must retain the evidence, information and records of the checks it completed, including records of failed verification attempts, for the period required by current Companies House guidance. The current standard specifies seven years.

Record retention does not convert every incomplete attempt into a public rejection or a permanent finding against the individual. If the evidence was insufficient, the individual remains responsible for obtaining evidence capable of proving their identity.

AML/KYC customer checks help a provider meet anti-money-laundering and customer-due-diligence obligations. Companies House identity verification establishes an individual’s identity to the registrar’s standard and leads to a Personal Code. Passing one does not automatically complete the other, even where some information overlaps. Coddan’s TCSP and ACSP roles relate to these distinct responsibilities; they do not imply government endorsement.

Use the instructed secure evidence process, not a general enquiry email. See Coddan’s privacy information for handling of personal information. Verification records are distinct from the verification information later shown against a role on the public register.

Regulatory information reviewed against official Companies House guidance on 20 October 2026.

Choose the appropriate next step and service

Support for smooth ID verification when a check stalls

1. Retry the same route only where a correctable capture, connection or input problem has been identified.
2. Use different evidence where the original document was unsuitable, unreadable, expired, cancelled, replaced or insufficient.
3. Choose another applicable route where route eligibility—not the person’s identity—is the obstacle.
4. Correct the responsible record where an inaccurate Companies House entry or ACSP-supplied detail prevents matching.
5. Seek support where diagnosis or reconciliation requires professional assistance.

For help with an unresolved case, email info@coddan.co.uk with your role, verification position, difficulty, available document type and issuing country, company number where relevant and any important date. An enquiry creates no obligation to order. Do not include identity documents or confidential codes. Coddan can confirm suitable work, required information and the charge before you decide; for a suitable published service, you can order directly.

If a new standard verification is needed: the published UK standard service is £40 Coddan fee + £8 VAT at 20% = £48 total for one person, per check. This is not a quotation for diagnosing an existing problem, correcting records or filing for a company. The selected verification service covers case setup, instructed checks, professional review and clarification, and ACSP confirmation when satisfied; Companies House issues the code. Personal-manager assistance is distinct from optional paid priority handling, extended consultation or continuing support.

For overseas clients, UK VAT is not charged on this ID-verification service. This does not determine the VAT treatment of separately instructed company work. Review the selected service’s inclusions and total before ordering. Further checks, additional work and separately instructed formation, role linkage or filings may carry further charges; confirm their scope and price before proceeding. Ask your manager whether another check is needed and what it would cost. If you wish to cancel or have a refund question, contact Coddan before further work and refer to the applicable order terms.

Compare published verification services and ordering options. Written service agreements, engagement letters or service schedules are available for the agreed work. At completion, Coddan explains the issue identified, work completed and any remaining customer action or relevant date. Completing reconciliation work does not necessarily mean verification or a filing has completed.

If verification succeeded but the Personal Code was not received

Successful identity verification and delivery or retrieval of the Companies House Personal Code are separate stages. Companies House issues the code; Coddan does not create or issue it.

Personal Code or company authentication code? The Companies House Personal Code has 11 characters and belongs to the verified individual; the same code is used for their relevant roles. The company authentication code has six alphanumeric characters, belongs to the company and authorises online filings. They are not interchangeable. A missing or incorrect company authentication code is not a reason to repeat personal verification. Keep both confidential and use official company authentication-code guidance for that separate issue.

If the Personal Code cannot be connected to Companies House records

Receiving a Personal Code confirms that Companies House has issued the individual identifier following successful verification. It does not itself complete the connection to every director or PSC record.

Check separately whether:

• the 11-character code has been entered accurately;
• the date of birth matches the Companies House record;
• the information submitted by an ACSP was correct;
• the correct company and role are being addressed; and
• the appropriate director, PSC or filing service is being used.

Do not obtain a new identity verification merely because the code cannot be connected until these points have been checked.

Correct the responsible record, not every record

The correction route depends on where the incorrect information originated.

A correction to one source does not automatically amend every company appointment or PSC record. Confirm the scope of the correction before assuming the problem has been resolved everywhere.

Example: one verified person with director and PSC roles

An individual successfully verifies and receives one Personal Code. The individual is both a director and a PSC of the same company. The code works for the director-related process, but the PSC requirement still appears unresolved.

This example illustrates role separation. The applicable dates depend on the company and the individual’s circumstances.

Separate identity verification from director and PSC role linkage

Identity verification establishes the individual’s verified identity. Companies House then issues the Personal Code. The code must subsequently be used through the process applicable to the individual’s role.

A person who is both director and PSC must address the two roles separately. Failure at a role-linkage stage is not automatically a failure of identity verification.

Apply role-dependent timing without a blanket deadline

There is no single November 2026 deadline that applies uniformly to every director, PSC or company. The relevant point depends on the role and circumstances.

• Existing directors: the Personal Code is provided through the applicable confirmation statement process for each company.
• New directors: the code is provided as part of the applicable incorporation or appointment process.
• PSCs: the applicable 14-day period depends on when the PSC was registered and whether that person is also a director.
• Director and PSC: each role must be completed separately.
• Directors of overseas companies registered in the UK: the applicable UK-establishment anniversary requirement must be considered.

Requirements announced for people who file, limited partnerships, corporate directors, corporate LLP members or officers of corporate PSCs must not be treated as commenced until the applicable official requirement is brought into force.

Keep incorporation, appointment and filing as separate events

Successful identity verification does not automatically incorporate a company, appoint a director, link every role, file a confirmation statement or correct an existing company record.

After the verification and Personal Code stages, determine whether the outstanding job is:

• incorporating a company;
• appointing a director;
• providing verification details for a PSC;
• filing a confirmation statement;
• correcting a company record; or
• completing another Companies House filing.

Coddan can help arrange the separately agreed new-company formation or existing-company administration work you need. Confirm its scope, authority, customer approvals and charges. A verification purchase does not automatically include that work or complete the underlying filing.

Help with overseas documents and particular circumstances

Overseas residence does not itself prove that a verification problem is complex or that a paid route is required. The material question is whether the available evidence, personal information and selected route can satisfy the applicable requirements.

Tell Coddan about international documents, transliteration, former names, protected information or an overseas-company record where relevant. We can assess the enquiry and confirm whether the required work fits the supported service or needs a different specialist destination.

Overseas circumstances do not automatically require a more expensive package. A simple missing-code or record-entry problem should be addressed as that problem, rather than treated as a broader international service.

When nothing further may be required

Finish by checking what has already been completed

No further action may be needed where:

• identity verification completed successfully;
• the Companies House Personal Code was received or is accessible;
• every applicable director or PSC role has been connected through the correct process;
• any relevant incorporation, appointment, confirmation statement or correction has been completed; and
• no Companies House notice identifies another outstanding action.

Find the help for your remaining task

If you are unsure which next action applies, ask Coddan about the unresolved stage. Existing customers can contact their personal manager. Correct preparation, suitable evidence and targeted review help avoid unnecessary repetition and focus the work on what remains unresolved.