CitizenCard Reviews 1,725

Opted for fast turn around, service very quick. Only experienced issue with uploading a selfie, regardless of what I did to correct rejection issue, I could not get a totally evenly lit plain background the app required. In the end I chose the best one and uploaded that and forced the app to accept it! I expected a rejection email but I received the card in the post a couple of days later.

A poor experience as others have said.
Too complicated for my elderly Father despite family assistance.
Be wary of this outfit as they also take your money up front with no refund even if process not completed.

My son ordered a card .Never arrived, when customer service asked how long it would be very short reply and told to wait. Waited then contacted them again after no delivery. Told too late I will have to pay for replacement, asked for manager who said they won't replace free of charge, escalated to complaint again told no . Sent CEO a letter as per complaints procedure they claim it has never arrived.

Waste of time. Son just paid for driving license instead .

I had a citizencard when I was 18 back in 2002 not sure what's happened clearly not the company it was.

Case ID: NON-944-60395

I'm guessing I will just get this usual reply on here :-

Thank you for taking the time to write a review. We're always keen to hear from our customers, so if you have specific feedback you'd like to provide us with, please email contact @citizencard.com

This company is a shambles. The staff are not properly trained and they work odd hours. I have been trying to fast-track the process for days, and I am always dealing with a different staff member by email. I applied for the card nearly a month ago and now I won’t make it to my passport appointment. Avoid it at all costs — get a provisional driving licence instead. Awful service. I have a smalll baby, and the stress they have put me through was not worth it.

Had an out of date passport but was flying to london with ryanair who typically do not accept driving licence as a valid lroof of ID. Only had a few days till flight so too short to apply for passport. So citizencard was the only solution in the time frame available. Now i know easyjet and others do accept driving licence but my flight was booked on ryanair onns domestic flight. Happy i have citizencard as extra photographic ID.

Didn't want original face pictures because of supposed glare. Then it stated said phone browser was unsupported but gave no further advice as to which browser was suitable. (Chrome worked by chance) Then could not read my in date British passport.( I am British born from all British parents.) Then it decided it could with no picture change. Then there's the wonderful facial recognition part which was nightmare for two people to use let alone a single person. And you now pay £15 for the privilege of doing this all your self.

Scam my daughter applied for a citizen card and got told she couldn’t have a card an didn’t even refund her so I’ll be talking to my bank absolute scam

Update...after 3 days, I got a response to my query, re not being able to upload my birth certificate. The response was ' please send a photo of the problem'. I did that with my initial enquiry 🙄
I wrote, word for word, the error message that I repeatedly received.
After this ' help' a then received another message, asking me to rate the help.
The funniest thing about this, is that i wanted to apply for the fast track service. Absolute joke.

Not very impressed. I'm trying to apply because I don't have photo ID. So, you either need photo ID to apply, or you can go via the referee route, where you upload an image of a document, and a referee validates the document afterwards.
I must have taken 10 images so far, all of which have failed to upload with an error message saying ' image type not supported'. After fiddling with the camera settings, I Managed to get an image that actually uploaded, but then when I tried to submit, I got ' an error has occurred, please try again'. Several attempts with no luck. I signed out of my account and back into it, only for the image which previously uploaded, to get the 'image type not supported' error message again
I sent a message to Citizen Card this morning, and have yet to receive a response.
Whilst I appreciate that that checks have to be done, i'm losing the will to live.

Have had a citizen card for over 3 years and just gone through the renewal process. As someone who doesn't have a driving licence its a great way to have photo ID without needing to carry my passport. Application process was smooth and turnaround times were good.

It went smoothly and the card was delivered quickly.
It would be better if it lasted longer than 3 years but you can't have everything.

Although we didn't experience as many problems with the application process as some people, the card did take a long time to arrive. Much worse is that now it has, despite the approval of the police and Security Industry Association, it isn't accepted in quite a lot of places; my daugter's has been rejected at a club and at a Wetherspoons in the last 2 days. My advice to people needing id: don't bother, get a provisional driving licence instead, not much more expensive and it's accepted everywhere. My advice to Citizencard - promote your product a lot better in the hospitality/ entertainment sector so people get what they pay for.

Applied for the urgent CitizenCard and was told that my referee didn't meet the criteria they specified, even though he did.
Had numerous emails back and forth, all taking 24-48 hours to respond; then apparently my referee *could* be found online, but now they needed to see his company information from more than one online source (not what they initially stated) and as they couldn't find this I would need to find a new referee.

After even more back and forths, I asked for a refund, as they hadn't provided the services stated. (The people who deal with refunds respond far quicker than the urgent team do!)
I was told the referral team couldn't find any online presence for my referee (!), so no refund would be provided. I stated, again, that there were multiple online websites and companies registers with the information, again provided screenshots and links, but no reply...until my card arrived in the post today.

Absolutely joke of a company, avoid at all costs!
I ended up doing the referral teams work for them and end up with my card well over a month later. Definitely not the 'urgent' service I paid for.

Not worth the hassle - apply for a passport instead, if you can!

Also to add, I did write a review previously and had a reply from CitizenCard stating that my referee couldn't be used...oops, looks like they were wrong, again.

Utter disaster from start to finish. The whole process was a frustrating waste of time.

Have given up in the end and asked for a refund. Doesn't look as if I'll get that. So they get £18 for doing F all. Except run a picture through a computer (probably an automatic system) and reject it three times.

So not only frustrating, but also a con. Roll up, roll up and give us your money.

****After reply from Citizen card****

Just the sort of reply I expected - arrogant and officious. And I was right, I am not getting my money back. Avoid these scammers!

For me. This is the first time I've applied for the card, I haven't seen any flaws and the deadline was met as expected. Thanks.

I communicated via emails' with a Conner and colleauges'.
They were very patient with me, with excellent communication skills. I work in a customer service role myself dealing with different organisations and I can't recall dealing with a company/organisation who returns e-mails so assertively as Citizen card.
Thank you

If I could give a 0 I would wish I read this review before applying for the ID card waste of money and Time with always excuse and never received nothing despite providing them with everything they ask me and even more prove of my identification from passport to bills and prove of address ect never had any problem with other form of ID

With all the work availble online surely it's time for citizencard to work with the Government so citizencard can be used for work online please see to this

Great service

Brilliant had it back in 3 days

Beware. Expect long delays and no customer service. I ordered card in August and still waiting 3 months later. Followed all steps and had to repeat it twice. Customer Service is a bot? Standard replies 'apologies for delay, high number of applications and can't tell you how long it will take.