CitizenCard Reviews 

Paid £37 for an ID, I have a disability which means no Passport or Drivers License, I am not a foreigner so no Visa but I do have a Birth Certificate, a Blue Badge, my college ID and a Bus Pass. None of them are acceptable to prove my identity. I know no one in the professions they give for references and they still list GP's as able to give references when they legally no longer can. I have told them a total of 8 times over the email as well as asking for a refund and all I am getting back is Copy and Paste template emails.

Apparently I am not eligible for a refund despite the fact they have not processed my application at all so I shall be going to Barclays with this.

I applied the 19th of September every referee that tried to help me rejected, then wouldn't accept my marriage certificate sent my birth certificate, then assistant head teachers email wasn't good enough sent a new one still not good enough they make it impossible to get a photo i.d don't waste your money.

Fast delivery happy with Application was easy to apply

My first experience with CitizenCard was fine. I needed an ID I could use to buy materials for Uni, and this service seemed like the easiest and cheapest way to get a physical one. The wait was longer than I expected, but I paid the base price for it, so I saw no reason to complain. But this review is about my second experience with them.

At the beginning of this month, I finally changed my name legally through an "unenrolled" Deed Poll. Due to this, I had to update almost all of my identification. In hindsight, it was probably not worth getting a new CitzenCard, but I had to use multiple forms of identification at once recently, and I figured I could probably use some form of id, while I'm waiting for the others to be changed, because this would probably be sent out faster.

For some context, the Deed Poll that I have was applied through Deed Poll Office, and they offer a change of both gender, alongside a change in title, both of which are on my original Deed Poll document. For further context, I identify as Non-Binary. While there are several personal reasons for changing my name, that is the factor that of why I decided to change my name to a new one, and having a change of gender and title in the Deed Poll.

I am no legal expert, nor do I know the full extent of what laws apply to this situation. But I am aware that, in this country, to change your gender, you have to apply for a "Gender Recognition Certificate." Regardless of my other inabilitys to obtain this document, my Non-Binary gender identity is not legally recognised by the UK government, nor could it be on said document. That being said, you can see why the "Change of Gender" in my Deed Poll, that states "I SHALL use and live a gender which is neither male nor female" was my only option to try and live as who I am, having a document that states this is still important, in able to get companies and organisations to recognises this.

At the beginning, I was not necessarily thinking that every organisation would take my change of gender identity seriously. I know the world I am in, but many have and some were welcoming of it. I applied to replace my CitizenCard on the 5th of October 2026. A week later, I got an email plainly stating "Thank you for your recent application for a CitizenCard. Unfortunately, we are unable to issue your card for the following reason(s):
--- We do not accept Change of Gender and Name Deed documents. You must provide a valid CHANGE OF NAME DEED alone." Due to this, I had to contact the Deed Poll Office to send me a new copy of my Deed Poll, that is exactly the same but with the exclusion of a change of gender and title, they don't even put a title and a gender on the card as far as I am aware, but they still asked me to do this. I was able to submit my new application by the 15th, and it took them over a week to look at it and verify by the 23rd, the same document, but with one less paragraph of text that they didn't like. I received my card today, with no issues on the card, 27th of October 2026.

I understand that this is their policy, but I think said policy is stupid. And I do not understand why they can't just change it. I understand the further legal-based human rights issues tied to this, but I would rather an organisation not exist, than continue to feel like they are part of the problem. I am not directly accusing them of transphobia, but I did feel dehumanised with regard to my gender identity, throughout the process.
I do not know how hearing what is essentially, we can not accept this document, due to the change of gender on it, and not feel isolated and wronged.

In conclusion, if you are under the trans umbrella, I would advise you to consider not using this service, unless you really need to.

Edit: they responded but it’s not helpful at all, basically repeating the information I already said. I am aware that the legal way of changing my gender if through a “Gender Recognition Certificate” but I identify as Non-binary and the government only allows binary options. The Citizen Card itself omits gender to respect people’s identity, yet if a have a deed poll states said identity it’s rejected due to it’s dubious legality, if that part bothers them I don’t see why they can’t just ignore it, if you don’t ask for gender anyway, why act like they don’t care about it, but also at the same time.

Service is appalling. Communication abysmal. Claimed turnround times, even paying extra for faster service, are a fiction. Verging on fraudulent, Complaints are dismissed.......eventually. I don't think humans are involved but, if not, their bots have been trained at British Leyland c1970s. Makes HMRC look a model of customer focused business. DO NOT USE UNLESS YOU CAN WAIT.

Have been trying now for 60 days plus paid extra for 2-3 day application they always fine a problem have given my birth certificate marriage certificate 2 different refferes still not good enough would not recommend and you can't speak to anyone to resolve have sent 12-15 emails completely waste of time

I paid £35 for the urgent CitizenCard service and was told my card was approved and sent last week. It still hasn’t arrived. I contacted CitizenCard repeatedly over several days, clearly explaining that nothing had been delivered.

Despite this, the support representative Conor P kept sending dismissive replies that ignored the entire history of my messages. Even after I had already confirmed multiple times that I had not received the card, he asked again as if it was the first time I mentioned it.

For a service advertised as “urgent,” this experience has been extremely disappointing. The communication was poor, the support felt careless, and I still have no card after a full week. I would not recommend relying on their service.

I applied and was automatically confirmed with a notification. When more details were needed, I was also contacted. They are straightforward and do not delay in their service. I'm happy with the service received. I will choose them over and over. Grateful Heart-Meritcomfort.

Paid, £18 in May still waiting for the card, sent a registration letter to them 2 weeks ago still waiting for a reply. Is this company a Fraud?

Updated to a 3 stars.

I believe someone has personally stepped in to help out with my application using the laptop, due to all the difficulties. It took another 3 or so attempts, but then it seemed to work and went into a review. Today my card arrived.

I am incredibly grateful for the additional help that was provided. Many thanks.

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It took multiple attempts on my laptop to do the application. Finally, after over and hour it accepted everything... the photo I provided, then it took the photo of my passport and then it took the scan of my face.

It ACCEPTED EVERYTHING. Now today a week later I receive this....

"--- We couldn't verify your identity using the Electronic ID Validation because you have failed 3 attempts to provide a valid 3D scan of your face which confirms you are a real person.
We have reset your application back to the beginning because we couldn't verify your identity electronically."

So, I try again today and it is literally refusing to accept anything. Photo has shadows. It refuses to access my camera for the last 2 stages, even though everything is enabled.

I am utterly on the point of tears and the thought that they might keep my fee, as a 70-year old, when there is absolutely no warning about all these issues it truly immoral.

Absolutely appalled with this card, I paid for a card for my special needs son - the process is really stressful, keep failing the application, you ask for help, takes weeks for them to get back to you. They wont refund you as the service isnt disability friendly its the complete opposite - take your money and are absolutely no help. I am still trying to get this useless card sorted but getting nowhere fast - hold on to your money as its the worst £15 ive ever spent. Furious with the lack of help/service from them.
I applied September and its now 9/10/2026 and its still not resolved!!!!!!!!!!!!!!!!!!

Paid for urgent application , first they kept denying my refeeree saying that the social worker i was court ordered to be assessed by couldnt be a refeeree as she was too far away so couldnt verofy documents even though she knew who i was and had seen all the documents provided by a court so she knew who i was so i got a new one who they agreed with but theb a new problem my adoption certificate wasnt and orginal in 1999 adopters werent given the oroginal they were given an offical copy which i provided them with i provided all my deed polls but then they were saying its not the orginal which if there was a human i could talk to when i was adopted my surname was changed as i was adopted there wasnt a deed poll , the deed polls i provide where the 2 names changes aftee that which are orginals , ive spent all week emailing trying to get a response and talk to someone with no response atall , the fact they make you pay before your accept you is ridiculous the fact you cant talk to anyone is a massive problem i have severe mental health issues and this whole process has been damaging so i used all my attempts asked for a refund got no response sp just has to pay another 40 to try another route which will no doubt be not acceptable either i just needed id for my daughter birthday trip , and when i made a complaint i explained it wasnt a photocopy to be told im bo longer willing to discusd this document or refund

Absolutley awful , been trying to get a card for a week , provided all the documents requested , then they find an issue like the adoption certif8cate we werent given the orginal adoption certificate when i was adopted in 1999 the courts and social kept it , i provided all the deed polls but they keep rejecting it saying its not a orignial when it is i spent all week emailing them with no response they wouldnt accept a social work , or another professional even after they said yes she who she says she is , making you pay before youve been approved is stupid ... i have never had an issue with my birthcertificate or deed polls anywhere else , theres no one you can talk to

The online process was easy to follow and straightforward to complete, making the whole process easy.
I awarded 5 stars because things went easily, but I would have preferred more frequent and detailed updates whilst waiting for card processing, instead of your ‘inline with our’ messages.

Card's delivery issue and waiting long time for response

Avoid at all cost an absolute scam they refuse every single application and when you ask for your money back saying not there fault when it clearly is there just after your money

The application was easy with clear easy to understand instructions.

Please do not give this company your money absolute scam. My 19 yr old daughter sent in all her id by the time they faffed on for weeks with it her passport went out of date. They've then refused the 35pound refund back to us. As they claiming its not a valid reason! They take weeks and weeks todo anything and weeks to reply as cant ring has to be email Total scam please careful

Very straight forward. I chose the quick one ordered one afternoon came the next morning superb

Hello! There is no customer service at all.
The company is fully automated with no person to contact. All that automated email says is that their usual time to reply is in 2 weeks, but usually sooner.
It’s a joke, not a business oriented company. By the books the company looks legitimate, but I doubt it.
I asked to cancel my application and issue a refund, now I have to raise an issue with my bank because there is no one monitors the inbox.