Review Insights · App Store
GOV.UK One Login
Government Digital Service · 2,356 ratings · ★ 4.4
4.4
★★★★★
2,356 ratings
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Top complaints - extracted from 14 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"hours"
3 negative reviews mention this · 21% of all complaints
★★★★★ "“This connection is not secure”. Basically never works on my iPhone 14 Pro with latest software - tells me there’s no internet connection when there is - I’ve given up after four hours trying to use this" - Revised Nickname
2
"system"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Gov.uk one login. For persons outside the UK, this system is very difficult to use - only 1 method is allowed to verify identity, and it repeatedly fails. It is really maddening." - TX1022
3
"difficult"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Gov.uk one login. For persons outside the UK, this system is very difficult to use - only 1 method is allowed to verify identity, and it repeatedly fails. It is really maddening." - TX1022
4
"doesn"
3 negative reviews mention this · 21% of all complaints
★★★★★ "Unusable App. Passport bio scan doesn’t work, it took multiple attempts to login, had to log out and back in. Had to delete and reinstall the app. Eventually managed to get the window to allow me to upload documents. Then it wouldn’t scan the passport.…" - Radio Active Sonic Death Panda
📋 All 14 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
“This connection is not secure”
Basically never works on my iPhone 14 Pro with latest software - tells me there’s no internet connection when there is - I’ve given up after four hours trying to use this
Gov.uk one login
For persons outside the UK, this system is very difficult to use - only 1 method is allowed to verify identity, and it repeatedly fails. It is really maddening.
Unusable App
Passport bio scan doesn’t work, it took multiple attempts to login, had to log out and back in. Had to delete and reinstall the app.
Eventually managed to get the window to allow me to upload documents.
Then it wouldn’t scan the passport. In the end I gave up altogether after wasting hours trying to verify details. And used the website and completed that way.
Eventually managed to get the window to allow me to upload documents.
Then it wouldn’t scan the passport. In the end I gave up altogether after wasting hours trying to verify details. And used the website and completed that way.
Confusing
Nowhere does the system explain that this app has to be used in conjunction with a website on another device. Nor does it say anywhere to NOT open the app until you are instructed to do so by the website otherwise the app does not function. David Graeber’s book celebrating the idiocies of bureaucracy comes to mind …
Process is awful
Unbelievably awful.
Horrible
If you are not from the UK it is horrible to use
Failure after failure
Apparently my time doesn’t matter because every time I try to use this app, it’s one failure after another.
A new low
Overly complex, inscrutable, invasive, hard to use, impossible for anyone over 60 (think directors) and had to swap between phone and PC several times and info doesn’t transfer, wouldn’t send text. I would fire everyone on the development team .
Difficult to use
If GOV.UK was a car, it would be an Edsel.
Broken on iPhone Air iOS 26.1
The app seems unable to connect to the camera, displaying just a black box. Makes the app completely useless.
Difficult
So needlessly difficult for non-UK users. Wasted
Hours of my time doing this.
Hours of my time doing this.
Invasive!
This process is far too invasive! I see a system similar to the Chinese Social Credit system on the horizon. Great Reset here we come! Is anybody awake yet??
How complicated can it be?
Incredibly complex to use
Useless
Can't scan the biometric chip, try to do it manually, can't access your security questions. Get sent back to scan biometric chip, can't do that, do it manually, can't do that. And on and on
Sentiment summary
85%
Positive (4-5★)
3%
Neutral (3★)
12%
Negative (1-2★)