Digital Identity Is Failing Some Users. What Needs to Change?

Digital Identity Checks Need to Work for Everyone

Proving your identity online should not be difficult just because you use a screen reader or cannot complete a facial recognition check. Yet, a form with missing labels, unclear instructions or no alternative verification method can leave someone unable to move forward.

The problem goes beyond a failed identity check. If someone cannot prove who they are, they may also lose access to the service they are trying to use.

This blog looks at the accessibility barriers people can face during digital identity verification, how these barriers affect access to services, and what organisations can do to make the process easier to complete for everyone.

Why Digital Identity Verification Can Be Difficult to Navigate

A digital identity check may look straightforward on screen, but completing it can involve several separate tasks: entering personal details, uploading identity documents, taking a photograph and following instructions to confirm who you are. A problem at any stage can prevent someone from completing the process.

For a person using a screen reader, a form field without a clear label can make it difficult to know what information to enter. Error messages that are not announced by assistive technology may leave them unsure why the form will not proceed. Small text, poor colour contrast and instructions that rely on visual cues can create further barriers.

Biometric checks bring different challenges. Facial recognition may be difficult for some users to complete, while camera positioning, lighting conditions or unclear instructions can lead to repeated attempts. People who cannot complete a biometric check need a practical alternative, rather than being left with no way forward. 

The UK Government’s Inclusion Monitoring Report 2026 found that 75% of surveyed digital verification providers reported meeting the (Web Content Accessibility Guidelines) WCAG 2.0 Level AA or higher. This is encouraging, but reported conformance alone does not establish whether every part of a verification journey works for people with different access needs.

When Verification Fails, Access to Services Can Suffer

An unsuccessful identity check can mean more than having to start again. If there is no other way to prove who you are, you may be unable to complete a task that depends on verification. A person applying for a job, accessing an account or completing an online transaction could find themselves stuck, even when they have a legitimate reason to use the service.

Things get more frustrating when the system fails to explain what went wrong. Someone who has already tried several times may end up repeating the same steps, unsure of what needs to change. They might reach out to customer support or give up altogether. For people using assistive technology, finding help can be even harder if the instructions are unclear or the support channels themselves are inaccessible.

Alternative routes matter here. The UK Government’s Inclusion Monitoring Report 2026 found that only 49% of surveyed providers using biometric technology offered an alternative for people who did not wish to provide biometric information. This does not tell us how many disabled users were unable to complete biometric checks, but it highlights a wider question: what happens when someone cannot or does not want to use the available method?

Organisations should ensure that users have a clear next step when verification fails, whether that means getting help or completing the check through another suitable method. 

What Organisations Can Do to Make Verification More Accessible

Fixing accessibility problems in identity verification takes more than making a form easier to read. Organisations need to look at what users are asked to do, what happens when something goes wrong, and whether there is another way to complete the check. A few changes to the process can make the difference between someone completing verification independently and having to ask for help.

Make Forms and Instructions Easier to Follow

Use clear, concise instructions to guide users through each stage of verification. Form fields should have descriptive labels, and error messages should explain what needs to be corrected and how to fix it. Instructions for taking photos or scanning identity documents should also be specific, with guidance on image quality, positioning and file requirements where relevant. These details help users complete each step with fewer unnecessary attempts.

Give Users Another Way to Verify Their Identity

Verification processes should account for different access needs and allow users to complete each step without unnecessary difficulty. Organisations can assess their processes with disabled users to identify where adjustments are needed and ensure the requirements are reasonable for the people expected to use them.

Help Users Move Forward When a Check Fails

A failed verification attempt should not leave someone guessing about what to do next. If an identity document is rejected, the system should explain the reason where possible and tell the user how to try again. If another attempt is unlikely to help, there should be a clear route to support or an alternative method. Without these options, users can end up repeating the same steps without getting any closer to completing the process.

Involve Disabled Users Before Making Changes

Design teams cannot always predict where someone will run into difficulty. Feedback from disabled users can bring out problems that may go unnoticed during development, from confusing instructions to steps that are difficult to complete with assistive technology. Involving users with different access needs while designing or revising a verification process gives organisations a chance to address these issues before they affect more people.

Privacy, Security and Accessibility Must Work Together

Digital identity checks can involve sharing quite a lot of personal information, from identity documents to photos of your face. People need to know what happens to that information once they submit it. If the explanation is buried in a long privacy notice, finding a clear answer can be difficult.

Security Measures Must Work Fairly for Different Users

Biometric verification can make identity checks more convenient, but it also raises questions about fairness. A 2024 FIDO Alliance consumer study found that 25% of respondents reported regularly experiencing discrimination when using automated facial biometric systems. This finding is not specific to disabled users, but it highlights the need to examine how these systems perform across different groups rather than assume they work equally well for everyone.

Make Privacy Information Clear and Accessible

People should be able to understand what information an organisation collects, why it is needed and how it will be protected. Privacy notices should use plain language and work with assistive technologies, including screen readers. Users should not have to depend on someone else to understand how their personal information will be handled.

Balance Security with Accessible Alternatives

Strong security does not have to mean a single verification method for everyone. Organisations should consider people who cannot complete a particular biometric check and explain what alternative options are available. The US Government Accountability Office has also highlighted the importance of transparency, thorough evaluation and privacy protections when biometric identification technologies are used.

The aim is to protect people’s identities without making verification unnecessarily difficult. Users need to understand the process, know how their information will be handled and have a workable way to verify their identity.

Identity Verification Must Work for Everyone

Accessible identity verification helps people access essential services without unnecessary barriers. Organisations need to consider accessibility, privacy and security throughout the verification process, rather than treating them as separate concerns.

Need help making your digital content more accessible? Explore Documenta11y’s accessibility services to identify barriers and make your digital content more inclusive.