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Why, when and how to verify your identity

On this page:

Why you need to verify your identity

It protects your identity and makes sure no one else can access services as you.

Verifying your identity:

  • Proves you are who you say you are
  • Make sure no one else can set up your account with your ID
  • Helps prevent identity theft

When you need to verify your identity

You need to verify your identity to:

  • Complete set up of the mobile app
    or
  • Get a BC Token - when you choose to use a username and password instead of the mobile app

You do not need verify your identity each time you log in to a service.

If you get a new smartphone, you can skip this step if you still have the app set up on your old device. You can scan a QR code from your old device to complete setup on your new device.


Options when setting up of the mobile app

Your options will depend on what ID you can provide and your age.

Option 1: Send a video

What you'll need:

  • To have accepted ID - you do not have to provide a BC Services Card
  • To be 12 years old or older

How long it takes:

  • The video you record will be about 30 seconds long
  • After you send the video, we usually will review it within 2 business days - but it can vary
  • Learn more

How to send a video

Option 2: Make a video call

What you'll need:

  • To have a BC Services Card
  • To be 12 years old or older

How long it takes:

  • Your identity will be verified during the call
  • Calls are accepted during business hours (Monday-Friday)

How to make a video call

Option 3: Go in person to Service BC

What you'll need:

  • To have a BC Services Card

How long it takes:

  • Your identity will be verified while you're there
  • You may have to wait to talk with someone - depending on how busy they are

Where to go in person


Options when setting up a username and password

Currently, there is only one way to verify your identity to set up a username and password.

You'll need to go in person to Service BC to verify your identity. You'll also pick a BC Token that you'll use with your username and password.

If you're unable to go in person and you have a mobile device, we recommend you use the mobile app. When you set up the BC Services Card app you'll have more ways to verify your identity.


How to record and send a video to verify your identity

You can record a video of yourself and send it to Service BC to verify your identity.

This option is available when you want to:

  • Complete setting up the mobile app

You will need to:

How it works:

  1. Download the BC Services Card app to your smartphone or tablet
  2. Open the app
  3. Complete steps 1 and 2 in the app
    • You'll need to provide your BC Services Card, or other government-issued ID
    • If you need help, read how to set up the app
  4. Choose to verify your identity by sending a video
    • Using the app, you'll need to take a photo of your face and record a video of yourself by following the instruction in the app.
    • The video you record will be about 30 seconds long.
    • They need to hear and see you clearly
  5. Send your video
  6. Wait for a person at Service BC review. They will:
    • They'll watch your video, compare the photo you take of your face with the photo on your ID, and send you an email when they're done
  7. Receive an email when your video has been reviewed
  8. Open the BC Services Card app and it'll be ready to use

How long it takes for us to review your video

We review requests:

  • Monday to Friday, 9 am to 5 pm
  • In the order they're received

Usually, we review requests within 2 business days.

Please note:

  • We will review requests sent on the weekend after we open on Monday
  • After you've sent your video, do not try resending it. If you do, your request will go to the end of the queue
  • Do not call the Service BC Help Desk to check the status of your request. They are not able to provide updates
  • As soon as we've reviewed your video, we'll send you an email (if you provided one). You can also check the status in the BC Services Card app
  • During busy periods, it may take up to 10 business days

How to make a video call to verify your identity

You can have a short video call with someone at Service BC to verify your identity.

This option is available when you want to:

  • Complete setting up the mobile app

You will need to:

How it works:

  1. Download the BC Services Card app to your smartphone or tablet
  2. Open the app
  3. Complete steps 1 and 2 in the app
    • You'll need to provide your BC Services Card, or other government-issued ID
    • If you need help, read how to set up the app
  4. Choose to verify your identity with a video call
    • Using the app, you'll need to take a photo of your face
  5. Start your call
    • Call us Monday to Friday between 7:30 am to 5 pm
    • We're closed on all statutory holidays
  6. Talk to a person at Service BC. On the call they will:
    • Compare the photo you take of your face with the photo on your ID
    • Make sure you're the person on your ID
    • Verify your identity during the call and the app will be ready to use

Where to go in person to verify your identity

You can go in person to verify your identity.

This option is available when you want to:

  • Complete setting up the mobile app
    or
  • Get your BC Token so you can set up a username and password

You will need to:

Where to go:

Make sure you bring:

  • Your BC Services Card
  • Photo ID, if your BC Services Card does not have a photo
  • Your smartphone or tablet, if you want to complete setup of the mobile app

Check the names on your photo ID matches the name on your BC Services Card. If they do not match, bring documentation that shows both names, like a marriage certificate. You can also call Health Insurance BC to update the name on your BC Services Card so it matches your other ID.


Use of screen readers

If you use a screen reader, you should send a video to verify your identity. The screen reader will read out what you need to do or say when recording the video.


Assistance from other people

It's ok to ask someone for a bit of help.

If someone helps you make a video call or record the video, they can:

  • Read instructions for you
  • Hold your phone
  • Navigate the app

The person helping cannot:

  • Be the only person in the video
  • Talk on your behalf

Mobility accommodations

If you have limited mobility or are unable to travel, you can send a video to verify your identity. Or, if you have a BC Services Card you can make a video call.

If you send a video, please note:

  • When you're recording the video, you may be asked to move - like to nod your head up and down
  • If you're unable to do the motion, it's ok to do something that's similar
  • You can also read out loud the motion you're asked to do - or use sign language or handwritten signs instead of speaking

Sign language and non-verbal communication options

If you use sign language or are unable to speak, you should send a video to verify your identity.

When you record your video, it's ok to:

  • Use sign language to spell out your name
  • Use handwritten signs instead of speaking
  • Hold up your BC Services Card or ID to show us your name
  • Use a communications device

Translation services

At this time, there are no translation services available in the app.

If you have a BC Services Card, please verify your identity in person.


Need more help?

You can find more help in the user guides. If you're not able to find what you're looking for and want to talk to someone, call the Service BC Help Desk.

Service BC Help Desk

Open Monday to Friday (except statutory holidays)

7:30 am to 5 pm Pacific Standard Time
8:30 am to 6 pm Mountain Time

1-888-356-2741 (Canada and USA toll free)
604-660-2355 (Within Lower Mainland or outside Canada and USA)

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