This is where you will find answers to most commonly asked questions. If you have any queries, don't hesitate to Contact Us.
Referee requirements can be found on referees validating original document(s) and referees confirming from official records pages.
CitizenCard verifies the identity of every applicant. All first time applications go through a stringent verification process to ensure the applicant's name, date of birth and appearance are checked before a Post Office PASS Card is issued.
Brief overview of the online verification process with a valid photo identification (such as a passport):
Brief overview of the verification process with a referee:
If the applicant has no documents confirming their identity, certain professions such as nurse, solicitor or social worker, can be asked to declare that the details in the application match their official workplace records.
We also have access to information such as electoral registers, address files and credit reference agency files. The precise detail of CitizenCard’s verification process is confidential. Our process is audited by members of the Age Check Certification Scheme on behalf of PASS to ensure that the vigorous verification protocol is followed.
CitizenCard will seek to prosecute any applicant who applies for a card fraudulently. If the police are satisfied that an offence has been committed under the terms of the UK Fraud Act 2006 then an Official Caution is issued (unless the police wish to bring a prosecution).
Children, teenagers, adults, senior citizens - anyone of any age, who is resident in the UK, can apply for a Post Office PASS Card.
If you are under 16 you will need parental consent.
Use our online application to apply for your UK proof of age and ID card - the easiest and fastest way to get a Post Office PASS Card.
No. Every application for a Post Office PASS Card must be made separately for each person.
To save time we recommend that if more than one member of the same family is applying, they should use one referee who can vouch for all the applicants e.g. GP surgery administrator.
For a paper or printed applications completed, countersigned forms and photos (and if relevant copies of countersigned official documents confirming identities) for more than one applicant can be posted to us in a single envelope.
If you apply online the age band for your Post Office PASS Card is automatically calculated based on your date of birth. If you wish to apply for a higher age band before you actually reach the age, for example if you are 17 but wish to apply for an 18+ UK proof of age and ID card, you must confirm this either:
If you apply using one of our paper or printed forms and require an 18+ photo ID but you are still 17 years old when you apply you must attach a letter to your application requesting what age band you would like i.e. 18+ or 16-17.
If your birthday falls at the weekend your 16-17 or 18+ proof of age and ID card will not be issued until the first working day after your 16th or 18th birthday, but we can issue a lower age band Post Office PASS Card before then if you request it.
A Standard application takes up to 21 days to process (subject to verification) and we send your card to you by Royal Mail 2nd class post.
An Express application takes 1-2 working days to process (subject to verification) and we post your card by Royal Mail Tracked 24 (next day delivery).
If you are 17, you will be issued with a 16-17 card if you have not requested an 18+ card to be sent to you the day before you turn 18. 18+ proof of age and ID cards will not be issued to anyone under 18.
If you are 15, you will be issued with a Under 16 card if you have not requested a 16-17 card to be sent to you the day before you turn 16. 16-17 cards will not be issued to anyone under 16.
Use our online application to apply for your Post Office PASS Card.
For a paper or printed application the process begins when we receive your completed application at our office and is subject to verification checks.
For an online application the process begins once you complete the required steps listed on your online application checklist and is subject to verification checks.
Those who are applying for a Post Office PASS Card for the first time with a referee please be aware that if we are unable to contact your referee at their place of work, it may slow down the application process, so do not use someone at your school, college or university to act as your referee during the academic holidays. You must also complete the application form in full and send all relevant documentation, failing to do this will also cause delays in processing your application.
Referee requirements can be found on referees validating original document(s) and referees confirming from official records pages.
If you wish to query your application, please email postofficepasscard@citizencard.com including your full name, date of birth and address details (and application reference number if available).
Please allow up to 48 hours for a response.
We find it best that all conversations are kept to emails so that we both have a record of any correspondence.
If we are unable to process an application because of a fault that the applicant has made then we will be unable to refund the cost of the application. Examples include where a referee could not be contacted at their place of work, the referee was not eligible to act as such or further information was required.
The cost charged to the applicant covers the processing costs of the application.
If CitizenCard is at fault then a full refund will be given.
If you wish to apply for a refund for your application, please contact our card centre by emailing postofficepasscard@citizencard.com
Please allow 48 hours for a response.
All your personal details are kept on our secure database.
We comply with the privacy and data protection laws of the United Kingdom Government, which are among the world's toughest.
We keep your details on our database so that if someone queries your Post Office PASS Card we can confirm that you are a legitimate cardholder. If your card is lost or stolen, we can also reference these details to produce a replacement card quickly.
We provide the Post Office and Yoti, a digital identity company, with the ability to confirm electronically the validity of a cardholder provided that the cardholder has given the Post Office or Yoti their consent to do this check.
When you apply online, we use Yoti Identity Verification software to power our e-IDVT (Electronic ID Validation Technology) service which enables Yoti to submit the ID documents and selfies of suspected fraudsters to law enforcement bodies to help authorities in detection and prevention of fraud.
We provide contact details you have selected (email, letter and/or SMS) using Communications Preferences in your account at postoffice.citizencard.com or on a paper application form to Yoti who may communicate with you (under licence from the Post Office) to: provide information about the Post Office PASS Card, including information about Post Office PASS Card Scheme developments, programme and initiatives, conducting market research; and any other purpose which is obvious or is communicated to you.
We provide retailers and other organisations with the ability to confirm that you are a legitimate cardholder at pocardverify.citizencard.com or by using the PoA Card Verify app available on the Google Play Store and the Apple App Store, provided that you have given them your consent either by sharing your card details with them, letting them scan the QR code on your card reverse or take a photo of the front of your card.
When you apply online, we use Google Cloud Vision API together with our own machine learning technology to make sure a photo you upload to support your online application complies with passport quality standards; Google does not use an anonymous photo it receives for any other purpose nor share it with third-parties and the photo is deleted right after the processing is done.
We use Google Cloud Vision API to extract full card details from photos taken by the PoA Card Verify app to verify whether the card is genuine or not; Google does not use a photo of a card it receives for any other purpose nor share it with third-parties and the photo is deleted right after the processing is done.
We share your full name and address with our delivery provider, Royal Mail, who deliver your card to you.
We may disclose your personal information to law enforcement agencies to the extent that we are required to do so by law.
If you are a Post Office PASS Card holder you can request that your data is removed from our database by emailing your name and card number to postofficepasscard@citizencard.com.
If you have a complaint, please email postofficepasscard@citizencard.com.
All emails will receive a response within 48 hours.
If you remain dissatisfied with our attempts to resolve your complaint, you can write to:
Corporate Affairs Director, Post Office PASS Card, CitizenCard, 7 Prescott Place, London SW4 6BS.
CitizenCard is legally required to comply with the terms of the trade and consumer protection laws of the United Kingdom.
If you are a cardholder, we maintain your personal details on file so that we verify your identity or if you need to contact us to Renew or Replace your Post Office PASS Card.
We may also, from time to time, contact you regarding Post Office PASS Card offers.
We offer those who provide personal contact information a means to choose how we use the information provided (for instance to enable us to communicate via email, letter and/or SMS). We recognise you may not wish to receive any information from us in which case you can email postofficepasscard@citizencard.com providing your full name, your Post Office PASS Card number and your date of birth. We will then remove you from our mailing list and will email you to confirm we have done this. You may also manage your receipt of communications by clicking on the 'unsubscribe' link located on the bottom of our emails.
Users of our services registered at postoffice.citizencard.com can manage their communication preferences in the 'Update Communication Preferences' section of their online account.
A Standard application costs £15 (takes up to 21 days to process).
An Express application costs £30 (takes 1-2 working days).
Replacement card costs £12 for standard process (takes up to 21 days) or £25 for express process (takes 1-2 working days).
Replace you Post Office PASS Card if:
You can apply and pay for your Post Office PASS card online.
If you wish to contact us, please email postofficepasscard@citizencard.com.
All emails will receive a response within 48 hours.
We have provided retailers and other organisations with the ability to verify a Post Office PASS Card as genuine.
Provided the cardholder produces their card and consents to it being authenticated online, the card can be verified at pocardverify.citizencard.com or using the free PASS Card Verify app available on the Google Play Store and the Apple App Store.
If you apply for a Post Office PASS Card and we issue you with a proof of age and ID card it remains our legal property. You have the right, as the lawful cardholder, to use the card for the purpose of proving your age and identity.
You must at all times keep the card safe and minimise the possibility of it being lost, stolen or damaged. If your card is mislaid you should endeavour to find it.
If your Post Office PASS Card is lost or stolen or damaged, then you can obtain a Replacement card at a cost of £12. Your Replacement card will be issued within 21 working days, but if you need your card urgently (within 1-2 working days) the cost is £25.
You can also replace your Post Office PASS Card if your card has expired (all cards expire 3 years after issuing) or your name has changed since your previous card was issued or if you wish to get "next" age band card, because you turned 16 or 18.
To apply for Replacement card please go to postoffice.citizencard.com/card-replacement.
All Post Office PASS Cards expire 3 years after issuing (rounded up to the end of the month card was printed on).
If you apply online, the age band for your UK proof of age and ID card is automatically calculated based on your date of birth. If you require a higher age band card this can be selected in the "Age Band" section of online application page. You must select the desired age band from the drop down menu. If you apply using one of our paper or printed forms and require an 18+ photo ID but you are still 17 years old when you apply you must attach a letter to your application requesting what age band you would like i.e. 18+ or 16-17. For all applications - a 16-17 or 18+ proof of age and ID card cannot be posted until one day before your birthday; this is subject to your application being verified.
You can also replace your existing Post Office PASS Cards if your name has legally changed since your previous card was issued (a Marriage Certificate, Court Order or Change of Name Deed will be required).
A Standard Replacement application costs £12 (card issued within 21 days).
An Express Replacement application costs £25 (card issued within 1-2 working days).
To apply for Replacement card please go to postoffice.citizencard.com/card-replacement.
UK retailers, pubs, clubs and other establishments are advised by the Police and the Home Office to accept proof of age cards that bear the PASS (Proof of Age Standards Scheme) hologram, including Post Office PASS Card.
In December 2016 the "Leave your passport at home" campaign was launched by the Home Office. The campaign encourages people to leave their passport at home and use a PASS card such as Post Office PASS Card instead for all proof of age and ID purposes.
Using a Post Office PASS Card you can access the products and services to which you are entitled.
You can use Post Office PASS Card for: