MyGovID verification stuck

The verification process turns a basic MyGovID account into a verified one. It can stall at any of three points: when you submit your PSC, when the app captures your face, or when the document upload step fails to progress.

The three places verification gets stuck

1. Stuck after submitting your PSC details

The MyGovID app or website is asking you to enter your Public Services Card number and PPS number, and the page won't progress after you submit them. Causes:

• PSC and PPS don't match the Department's records. A typo in either number, or a recently renewed PSC that hasn't been activated on your account yet.
• Phone number on the account doesn't match the one on Department records. You'll need to update one or the other.
• Recently renewed PSC. If the card was issued in the last 7 days it may not be fully active in the Department's identity system yet.

If the page is silently failing, log out and log back in fresh, then try once more carefully. If it still fails, contact MyGovID support — this case usually needs manual reconciliation.

2. Stuck during the app's identity-verification flow (no PSC needed)

The MyGovID app offers a non-PSC verification route that uses your phone's camera to read an identity document and capture a selfie. It can stall at the document capture, the liveness selfie, or the final review step.

• Document capture failing: place the document on a plain dark surface in good light. Avoid glossy or laminated overlays. Hold the phone steady about 15 cm above. The capture is automatic — don't tap the shutter manually.
• Selfie / liveness failing: good front lighting, no glasses, no hat. Face the camera directly. Follow the on-screen prompts (look left, look right, etc.).
• "Submitting for review" forever: this is normal for the first hour. If it stays in this state for more than 24 hours, the verification has likely been flagged for manual review by Department staff.

3. "Verification declined" with no explanation

MyGovID will sometimes decline a verification without giving a detailed reason. Common causes:

• Photo quality not sufficient for facial-match.
• Document recognised but data fields couldn't be read.
• Identity data on the document doesn't match what the Department holds for your PPS number (often a difference in name format).

You're entitled to try again. If you're declined twice the next step is usually to verify in person at an Intreo Centre.

Verifying in person at an Intreo Centre

Bring:

• Your PPS number.
• A valid government ID (passport, driving licence, or for non-Irish/UK EU citizens, a national ID card).
• A recent utility bill or bank statement showing your address.
• If you're an Irish citizen born in Northern Ireland or the UK, you'll need additional documents — check the latest list before going.

Find your nearest centre via the Get a PSC page.