ID check help & FAQs

Why do I need an ID Check?

This is a new regulation requiring online healthcare providers to verify a patient's identity when requesting certain treatments. It's designed to keep you, the patient, safe and secure.

We need to verify that you are the person who receives that medicine. The ID check prevents anyone using someone else’s information to obtain medicines.

How does an ID check work?

ID check is currently only required if you request treatment for:

• Weight Loss
• Asthma
• Cystitis
• Contraception
• Emergency contraception

Your ID will only be checked if necessary. You only need to do it once. 

The next time you order this treatment, you will be asked at Your Basket whether you want to do your ID check online or in-pharmacy.

Address check

The name and date of birth registered with us must match your details at your current billing address.

Photo ID check

Your photo ID must be in date, and the photo must look like you.
We can only accept:

• Passport
• Driving Licence (full or provisional)
• National Identity Card
• International versions of the above

What do I need to do?

Select a treatment and complete the consultation.

Go to My Basket. ID check is built into your checkout journey.

Choose your ID check

When selecting delivery or collection, you can choose:

• Online photo ID check (complete this at checkout)
• In-pharmacy photo ID check (bring your ID in-pharmacy to be checked when you collect your order)

Address check

This happens automatically on the Delivery page.

Check that the name and date of birth in your Patient Record match the details registered at your billing address.

If you need to update your address or name, please contact Customer Services on 020 7989 9888.

1. Review your billing address. You can update it if needed
2. Select ‘Continue to Payment’ to trigger the check and go to the next page
3. Spelling mistakes will cause the check to fail. Edit your details and retry
4. Once your address has been verified, you will be taken to Payment

If your address cannot be verified online, you will be asked to do an in-pharmacy ID check and collect your order. We will take you back to Basket to select a pharmacy.

Online photo ID check

To complete online ID check you will need your valid, original, in-date photo ID.

We can only accept:

• Passport
• Driving Licence (full or provisional)
• National Identity Card

A device to take a selfie (picture of your face):

• Smartphone
• Tablet
• Webcam

Follow the instructions on the screen.

1. Select ‘Online ID Check’ in Basket
2. Use your device to take a selfie (a picture of your face)
3. Use your device to take a picture of your photo ID
4. Once both images have been accepted, you can continue to payment
5. Your ID will be checked while we process your order

Please note:

You will only receive your treatment if your ID has been verified.

You can view your ID check status in your Patient Record under Your Details. This will automatically update once the check is complete.

If your photo ID cannot be verified online, we will send you a message in your Patient Record with next steps.

In-pharmacy photo ID check

You must present your ID in person when you come to collect.

You will need your original, in-date photo ID. Copies and scans will not be accepted.

We can only accept:

• Passport
• Driving Licence (full or provisional)
• National Identity Car

You can order and check out as usual.

1. Select ‘In-pharmacy ID Check’ in Basket
2. Complete your order online
3. When you come to collect, present your photo ID
4. In-pharmacy colleagues will check your photo ID, dispense your order, and notify our system

Please note:

If your ID has expired, is a scan or is not yours, you cannot receive your treatment.

If your order cannot be dispensed for any reason, you will be fully refunded online and we will send a message via your Patient Record.

Will the ID check affect my credit score?

No. This is a ‘soft’ ID check for verification only. Your credit score will be unaffected.

Has my ID been verified?

If you have done an ID check, you can see your status in your Patient Record.

A new section will appear in Your Details with the status of the check:

• Successful – you don’t need to do anything else
• Pending – we’re waiting for a response from our system or an in-pharmacy colleague
• Unsuccessful – we will send you a message in your Patient Record with next steps

I’m not a UK citizen, can I still use the service?

If you’re over 18 and registered at a UK billing address, you can use our service.

International Passports and National Identity Cards can be used for photo ID check.

I don’t have a valid ID

Unfortunately, you will not be able to use our service to order weight loss treatment. You may still use our service for other treatments.

Your local LloydsPharmacy pharmacy, GP surgery, sexual health centre or NHS walk-in clinic may be able to help you. For urgent medical assistance, call NHS 111.

I don’t have my ID with me right now

Your basket will be saved. Simply log in again when you have your ID and follow the prompts.

Alternatively, select in-pharmacy ID check and complete your order. On collection, bring your valid photo ID to be checked.

Can I use a copy or scan of my photo ID?

No. For online ID check, you must take a picture of your original ID and upload it. Taking a picture of a copy or scan will cause your check to fail.

For in-pharmacy photo ID check, you must present the original document. A copy or scan will not be accepted.

Can I wear my religious headwear in my selfie?

As long as your face is not obscured, covering your head or hair will not affect ID verification. The system matches points on your face with points on your photo ID.

Why might my address check fail?

The system checks your name and date of birth against several address databases.

The check may fail if:

• You have entered the address incorrectly – check your spelling
• You have recently changed your name but not notified your bank or utility companies
• You have recently moved and not notified your bank or utility companies
• The name or address do not match the information in your Patient Record

If you need to update your name, date of birth or address, call Customer Services on 020 7989 9888.

Why might my online photo ID check fail?

The system checks multiple points on the photo of your face against multiple points on your photo ID. It also checks the validity of the photo ID. The check may fail if:

The photo of your face isn’t clear:

• Your face is obscured by hair, or glasses
• You have had an injury or surgery that has significantly changed the shape of your face
• You are not looking straight ahead with a neutral expression
• (Tips on-screen will guide you to take an acceptable photo)

Your photo ID is not acceptable or valid:

• The photo ID has expired
• The photo ID is deemed to be fake or fraudulent
• The photo ID is not yours and does not show a picture of you

If your ID check is unsuccessful, you’ll receive a message in your Patient Record with information and next steps.

Why might my in-pharmacy photo ID check fail?

Our pharmacy colleagues are trained in physical likeness comparison. They may not be able to verify your ID if:

• You are presenting a patient’s ID on their behalf
• It is not yours or the photo does not bear a physical likeness of you
• The original document is not presented (scans and photos are not valid)
• The photo ID has expired
• The photo ID is damaged or appears to be fraudulent

If you believe an error has occurred, please contact Customer Services 020 7989 9888.

Where will my data and images be stored?

The images of your face and photo ID will be stored on secure servers. They will not be stored for longer than 15 days. For more information, see our Privacy Notice.

Who does the ID check?

Our online ID check is powered by Onfido.

In-pharmacy, your photo ID and address will be checked by a trained pharmacy colleague.

For support with your ID check online or in-pharmacy, contact Customer Services on 020 7989 9888.