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What is Mitek?
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Mitek, formerly HooYu is our trusted online identification partner

What is Mitek?

On this page

Confirming your identity with Mitek Open in new window

Step by step instructions Open in new window

Valid documents Open in new window

Another way to open an account Open in new window

Frequently asked questions Open in new window

Confirming your identity with Mitek

As part of your application, we have to confirm your identity. We do this through our security partner Mitek. Mitek can quickly and safely verify people from all over the world using digital footprints, ID document authentication and facial biometrics. It’s not only safer, it also speeds up the application process meaning your account is opened faster. Mitek use a TLS encrypted connection to keep your data secure and deletes all copies of your documents as soon as the identity check is done.

We'll probably ask for:

Photo ID, such as: driving licence, passport or EU ID card
A short video or selfie to compare with your photo ID
We might also need to see a proof of address, such as: a driving licence, utility bill, bank statement or tax document

Step by step instructions

Step 1 – Lights, Camera, Action

To begin you’ll be asked to take a passport-style photo so please have your smartphone or webcam ready. To get the best quality photo first time we recommend taking the photo in a well-lit space, with a neutral background. Please remove any non-religious headwear, glasses or face coverings so that your face is in clear focus.

Information Message

Step 2 – Have your Photo ID card to hand

You’ll need to take a photo of your valid photo ID such as: Driving Licence, Passport or EU Identity Card. Please place your document on a plain background and ensure your full document is in focus. This photo needs to be a high quality, colour photo so that all your details are in focus.

Refer to 'Valid documents' below for a full list of accepted identity and address verification documents.

Information Message

Step 3 – Proof of Address

Finally, you need to provide a recent document which matches details of the address you’ve provided in your application. The document you provide must be the original document, screenshots or low quality images will not be accepted. The preferred document examples are bank statements, tax documents or utility bill.

Information Message

Please make sure the documents you use exactly match the information you enter in your application. If you don’t have these with you, you can still submit your application now and upload the documents later. Once you’ve finished your application, we’ll send you an email and a text with instructions for completing your ID check through Mitek.

Valid documents

See the full list of valid verification documents and the requirements below.

Proof of identity

UK passport, biometric residence permit, foreign passport & visa

To be accepted, the following criteria must be met:

Be the original document
Match the exact name and date of birth used when applying
Be valid/in date
Have at least 6 months left to run on visa/BRP (if visa/BRP is required) for all non-EU applicants presenting a foreign passport
EU nationals include Switzerland, Norway, Iceland, Lichtenstein, Romania and Bulgaria

UK driving licence

To be accepted, the following criteria must be met:

Be a full or provisional photocard licence (the paper counterpart is no longer valid as legal ID), issued in the UK
Match the exact name, address and date of birth used when applying
Be valid/in date

If the address on your UK full or provisional driving licence matches your application, you can use this one document for both proof of identity and proof of address.

EU/EEA driving licence

To be accepted, the following criteria must be met:

Be a full photocard licence (the paper counterpart is no longer valid as legal ID), issued in EU member countries, or in Iceland, Norway, Switzerland or Liechtenstein - Match the date of birth used when applying
Match the exact name and address used when applying
Be valid/in date

This document can only be used as either proof of identity or proof of address, not both.

EU/EEA national identity card

To be accepted, the following criteria must be met:

Be photographic and clearly state the country of issue
Match the exact name and date of birth used when applying
Be valid/in date

Please note, from 1st April 2019 we no longer accept Romanian ID cards.

Northern Ireland voters card

To be accepted, the following criteria must be met:

Match the exact name, address and date of birth used when applying
Be valid/in date

Armed forces/Military ID card

To be accepted, the following criteria must be met:

Match the exact name and date of birth used when applying
Be valid/in date
The card must contain your staff serial number

HMRC tax notification & correspondence

The documents we can accept are:

A notice of tax coding or
A National Insurance confirmation letter

The document must:

Be specific to the individual
Include either NI number or date of birth
Match the exact name and address used when applying
Be issued in the last 12 months

These documents can only be used as either proof of identity or proof of address, not both.

Proof of address

UK driving licence

For your driving licence to be accepted, the following criteria must be met:

Be a full or provisional photocard licence (the paper counterpart is no longer valid as legal ID), issued in the UK
Match the exact name, address and date of birth used when applying
Be valid/in date

If the address on your UK full or provisional driving licence matches your application, you can use this one document for both proof of identity and proof of address.

EU/EEA driving licence

For your driving licence to be accepted, the following criteria must be met:

Be a full photocard licence (the paper counterpart is no longer valid as legal ID), issued in EU member countries, or in Iceland, Norway, Switzerland or Liechtenstein
Match the exact name, address and date of birth used when applying
Be valid/in date

This document can only be used as either proof of identity or proof of address, not both.

Council Tax bill/demand letter / exemption certificate issued within the last 12 months

We can accept the following documents:

Council Tax bill, including reminders
Council Tax adjustment notice letter
Current Council Tax arrears letter
Council Tax letter for Direct Debits
Council Tax exemption letter
Council Tax payment card accompanied by a letter issued by the council which confirms the Council Tax reference.
Council Tax benefit letter provided it has been sent to your current address and shows the Council Tax reference. This document can only be used as either proof of identity or proof of address, not both.

The document must:

Be less than 12 months old
Be for the property you reside at & match the exact address used when applying
Have your name in the addressee part of the document
Match the exact name used when applying

Where an e-statement/e-bill or pdf of your Council Tax is used this can only be used where one of the following has been used as identification:

UK passport, foreign passport/visa
UK driving licence
EU/EEA national identity card
Military ID card

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your Council Tax as address verification.

Bank/Building Society statement

To be accepted, the following criteria must be met:

The original, sent to your current home address
An online PDF statement
A Post Office statement

All must:

Be less than 6 months old
Match the exact name and address used when applying

Where an e-statement/e-bill or pdf of your Bank/Building Society statement is used, this can only be used where one of the following has been used as identification:

UK passport/foreign passport/visa
UK driving licence
EU/EEA national identity card
Military ID card

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your Bank/Building Society statement as address verification.

Benefits entitlement letter issued within the last 12 months

To be accepted, the following criteria must be met:

Issued by DWP, Scottish public pensions agency, local authority, UC welcome letter, pensions benefits, housing benefits, child benefits, disability and sickness benefits.
Specific to the individual about benefits currently being received
Include either NI number or date of birth
Confirm the applicant is currently in receipt of benefit
Match the exact name and address used when applying
Be valid/in date

This document can only be used as either proof of identity or proof of address, not both.

A benefits letter that is addressed to a carer, but is for the person opening the account, can also be used, but only as a last resort. The applicants name must be mentioned in the letter and the carer must reside at the same address as the applicant.

Where an e-statement/e-bill or pdf of your documentation from the Benefits Agency is used, this can only be used when one of the following has been used as identification:

UK passport, foreign passport/visa
UK driving licence
EU/EEA national identity card
Military ID card

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your documentation from the Benefits Agency as address verification.

HMRC tax notification & correspondence

The documents we can accept are:

A notice of tax coding or
A National Insurance confirmation letter

The document must:

Be specific to the individual
Include either NI number or date of birth
Match the exact name and address used when applying
Be issued in the last 12 months

These documents can only be used as either proof of identity or proof of address, not both.

Where an e-statement/e-bill or pdf of your HMRC tax notifications & correspondence is used, this can only be used where one of the following has been used as identification:

UK passport, foreign passport/visa
UK driving licence
EU/EEA national identity card
Military ID card

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your HMRC tax notifications and correspondence as address verification.

UK utility bill (gas, electricity, water, telephone landline)

To be accepted, the following criteria must be met:

Be less than 6 months old
Match the exact name and address used when applying

The documents we can accept are:

Utility bill
Utility statement
Reminder bill
A letter on headed paper from the utility company confirming direct debit payments
A utility bill for internet services that confirms the price to be paid each month

An e-statement/e-bill or pdf of your utility bill/statement can only be used when one of the following has been used as identification:

UK passport/foreign passport/visa
UK driving licence
EU/EEA national identity card
Military ID card

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your utility bill/ statement as address verification.

We cannot accept:

Mobile telephone bills
TV licences
A utility bill that is addressed to a different address to where the utility is being provided
A delivery bill for oil, coal, logs

UK/EU/EEA mortgage statement/mortgage correspondence issues within 12 months

To be accepted, this document must:

Be the original and less than 12 months old or
Be a pdf/e-bill/e-statement of your mortgage statement and be less than 12 months old
Match the exact name and address used when applying
The letter can be addressed to your previous address, however the document must relate to the purchase of the property address which is used in your application.

Where an e-statement/e-bill or pdf of your mortgage statement is used, this can only be used where one of the following has been used as identification:

UK passport/foreign passport/visa
UK driving licence
EU/EEA national identity card
Military ID card

If you haven't used one of the above as your identification, you cannot use an e-statement/e-bill or pdf of your mortgage statement as address verification

Another way to open an account

If you don’t have the documents for online verification or you’d rather talk to a member of our team, you can give us a call.

We're here to help from 9am to 5pm Monday to Friday:

UK: 0345 366 5592

Relay UK Service: 18001 0345 366 5592

+44 345 366 5592 (outside the UK)

Calls may be recorded.

For more information on accessibility visit our accessibility page.

What else do I need to know?

Completing an application over the phone requires an appointment. We’ll set this up when you call us.
This appointment can take up to an hour.
Your ID will then need to be verified by submitting your documents in branch, or by using a professional service provider. We'll let you know which documents you'll need to provide when you apply.

Frequently asked questions

Why have I not received the invite to upload my documents?

You should have received both an email and a text message from the bank with a link to Mitek. If you have not received either of these then unfortunately we won't be able to get in touch. Please re-apply with your correct details.

What do I do if I've given you the wrong email address or phone number?

Don’t worry – we'll contact you by both email and text, so if you've provided one of these options incorrectly, you should still receive a communication. If both of these details are incorrect then unfortunately we won't be able to get in touch. Please re-apply with your correct details.

Once your account is open, you can update your email address and/or mobile phone number online, over the phone or in any branch.

Can I take my documents into a branch?

If you have been invited to use Mitek to complete your application, you need to provide your documents by taking photographs of them using your device and uploading them on Mitek. However, if you are having trouble using Mitek you can get help with this in a branch. Remember to take your device and documents with you when you visit us.

How do I know what documents I'll need?

When we contact you, we’ll ask you for the specific documents we need to see – these may be photo ID documents like a valid driving licence, passport or EU/EEA ID card. We may also ask for documents to prove your address, like bank statements, utility bills or other documents if we need them.

How do I log in to Mitek?

Your Mitek link will take you straight to Mitek with no requirement to login. Your link will be sent by both text and email.

Why is my liveness check not being accepted?

Your liveness check may not be successful due to the lighting you are in, not following the on-screen instructions correctly or if you are using an image. Please ensure you are the only person in the frame when completing your liveness check - and remember the camera captures everything visible on screen including what is outside the circle. Please read the on-screen instructions within Mitek prior to completing your liveness check for further guidance.

Why have my documents not been accepted?

The most common reasons documents are not accepted are: bad lighting, out of focus, or it may only be a partial image of the document. Mitek will tell you what the issue is and how you can best resolve it, please follow the instructions provided.

Why can't my camera be accessed to complete liveness?

Unfortunately a small number of web browsers aren't compatible with Mitek. If you're having problems, try opening the link in a different browser on your device.

Have I received a genuine communication (SMS/Email) or not?

If you have received a request from Mitek and do not recognise the person sending you the request you should not proceed with the verification.

Please forward the SMS or email to us at : phishing@ulsterbank.com

Something else we can help you with?

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