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CitizenCard FAQ's

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All FAQ's (A-Z)

Are my personal details kept private once I give them to you?

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 que...

As a retailer or licensee, how do I encourage my customers to use CitizenCard?

Bar and club operators or licensees should refer to 100% Proof.   All other retailers should refer to No ID, No Sale!

Can anyone apply?

Children, teenagers, adults, senior citizens - anyone of any age, who is resident in the UK, can now obtain a CitizenCard. If you are under 16 you will need parental consent.

Can I apply for my whole family?

Yes, you can apply for your whole family but not on the same application form. Each individual will need to complete a separate form and provide a verifier. The same verifier can be used for all family members. For details of our ‘3rd and 4th...

CitizenCard videos - where can I watch them?

You can watch helpful videos that tell you all you need to know about applying for and using your CitizenCard on CitizenCard's YouTube channel (opens in new window) Why not subscribe to stay up to date with all our latest videos?

Does my card ever expire?

No. Your card is valid for as long as you wish to use it. Many cardholders, in particular children and teenagers, wish to renew their card after about two years because the photo looks out-of-date or their age bracket has changed. If you have an e...

How do I apply for a card?

If you’ve got a credit or debit card the easiest and fastest way to apply is online.  If you want to pay by postal order then download our standard application form (PDF). Printed forms are also available from many supermarkets, convenie...

How do I complain if I believe CitizenCard has failed me?

In the first instance, email your complaint to complaint@citizencard.com. We will acknowledge your complaint within one working day. We will attempt to respond fully to your complaint within 3 working days. If you remain dissatisfied with Cit...

How do I opt out of communication from CitizenCard?

If you are a cardholder, we maintain your personal details on file so that we verify your identity if you need to contact us to obtain an Upgrade or replacement card. We may also, from time to time, contact you regarding CitizenCard offers and spe...

How do I pay?

Online applications must be paid securely by using a credit or debit card - all details are on the form.  Alternatively, if you are using a printed application form you can pay by postal order or card.  If you send a postal order please make ...

How does CitizenCard verify applications?

We verify every application to check age and identity. The precise details of how we do this are confidential. We use various tools such as electoral registers, address files, and credit reference agency files. We also telephone your verifier, at ...

How long does the application take?

Please allow up to 28 working days for a Standard (£15) application and 1-2 working days for an Urgent (£30) application. Urgent applications MUST be sent by Special Delivery to CitizenCard. Please be aware that if we are unable to contact yo...

How much does a CitizenCard cost?

Using the online application form the standard cost is £15.  Urgent applications cost £30. Replacement cards cost £7 Standard online, £12 Standard by post and Urgent £26 by post.

I have a query about my application, how do I contact you?

If you wish to query an application please email your full name, date of birth and address details to contact@citizencard.com.

I haven't received my card, what do I do?

If you wish to query an application please email your full name, date of birth and address details including postcode (and reference number if available) to contact@citizencard.com. If you have applied for an urgent application and have not r...

If my application for a card is not processed, will I be eligible for a refund?

If we have been 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 verifier could not be contacted at their place of work, the ref...

What are your terms and conditions?

CitizenCard Terms & Conditions set out the contractual obligations between CitizenCard and its customers. You are advised to read them before applying for a card.

What exactly do I need to send with my application form?

To avoid any unnecessary delays in producing your card please ensure you have completed the application form in its entirety, and read and understood each section of the form carefully. Please enclose: 1. Two colour passport style photos...

What happens if my card is lost or stolen?

You should notify us immediately if your card is lost or stolen. Someone who finds your card may attempt to use it for their own purposes. We can issue you with a replacement card at a cost of £7. If your original card was issued BEFORE March 2009...

Where is CitizenCard accepted?

All UK retailers, pubs, clubs and other establishments are advised by the Police, Trading Standards and the Home Office to accept proof-of-age cards that bear the PASS (Proof of Age Standards Scheme) hologram, including CitizenCard. You can also u...

Who can be a verifier?

A verifier must not be: 1) related to the applicant by birth or marriage 2) in a personal relationship with the applicant  3) living at the same address as the applicant 4) retired or unemployed. The verifier must be at le...

Who runs CitizenCard?

CitizenCard is a not-for-profit organisation registered in England & Wales as a company limited by guarantee. The scheme's guarantors are organisations that wish to develop a comprehensive and autonomous photo-ID and proof-of-age scheme: ...

Why do I need a CitizenCard?

Many organisations need to be sure of your age or identity. Using a CitizenCard is voluntary, but it can make life much easier. Even if you have a passport or driving licence, CitizenCard means you can leave these more valuable documents...

FAQs

Top Frequently Asked Questions

 

Can I apply for my whole family?

Yes, you can apply for your whole family but not on the same application form. Each individual will need to complete a separate form and provide a verifier. The same verifier can be used for all family members. For details of our ‘3rd and 4th...

How much does a CitizenCard cost?

Using the online application form the standard cost is £15.  Urgent applications cost £30. Replacement cards cost £7 Standard online, £12 Standard by post and Urgent £26 by post.

Are my personal details kept private once I give them to you?

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 que...

What are your terms and conditions?

CitizenCard Terms & Conditions set out the contractual obligations between CitizenCard and its customers. You are advised to read them before applying for a card.

As a retailer or licensee, how do I encourage my customers to use CitizenCard?

Bar and club operators or licensees should refer to 100% Proof.   All other retailers should refer to No ID, No Sale!

How do I complain if I believe CitizenCard has failed me?

In the first instance, email your complaint to complaint@citizencard.com. We will acknowledge your complaint within one working day. We will attempt to respond fully to your complaint within 3 working days. If you remain dissatisfied with Cit...

Who runs CitizenCard?

CitizenCard is a not-for-profit organisation registered in England & Wales as a company limited by guarantee. The scheme's guarantors are organisations that wish to develop a comprehensive and autonomous photo-ID and proof-of-age scheme: ...

How do I opt out of communication from CitizenCard?

If you are a cardholder, we maintain your personal details on file so that we verify your identity if you need to contact us to obtain an Upgrade or replacement card. We may also, from time to time, contact you regarding CitizenCard offers and spe...

If my application for a card is not processed, will I be eligible for a refund?

If we have been 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 verifier could not be contacted at their place of work, the ref...

Who can be a verifier?

A verifier must not be: 1) related to the applicant by birth or marriage 2) in a personal relationship with the applicant  3) living at the same address as the applicant 4) retired or unemployed. The verifier must be at le...
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