Changes to Licensing - Help and Guidance for Individuals

You are applying for a security guarding licence but our system says that you don't have the necessary qualification

We are aware of a fault with the licensing system that is currently affecting a significant number of people trying to submit applications for Security Guarding licences. The system is not recognising the correct qualification requirements so is incorrectly preventing the submission of some applications. Our supplier is looking at the issue and we aim to resolve it as soon as possible. We will be providing daily updates on the issue.

In the meantime, if you are trying to submit an application for a Security Guarding licence and encounter a qualification problem, please wait until we confirm that we have resolved the issue.

We apologise for the inconvenience that this is causing.


You want to renew a licence but can't

This may be because your previous licence has expired. You can't renew a licence unless you currently hold an active licence in that sector. If your licence has expired, you will need to apply for a new licence.

It may also be that you are trying to renew your licence too early. You can't renew a licence unless you are within 4 months of the expiry date of your current licence.


You are having problems when trying to pay for your application online

Have you been asked to go to a post office?

You can't pay online if you've been asked to visit the post office to complete your application. In this scenario your payment will be taken when you visit the post office.

Are you using a smartphone or tablet?

Our licensing site was designed to be used on desktop and laptop computers. We recommend that you use a desktop or laptop to pay, rather than trying to do it from a smartphone or tablet device.

It may be your browser settings

You may be unable to pay online if your browser is set to prevent the use of cookies. Temporarily changing your computer settings to 'allow/enable cookies' may fix the problem.

Please see the links below, which will tell you how to change this setting for some commonly used web browsers. If you are using a device that doesn't belong to you, speak to the owner or relevant support personnel before making any changes. We advise you to change your settings back immediately after you have tried to pay again.

Internet Explorer- this link opens in a new window

Firefox- this link opens in a new window

Chrome- this link opens in a new window

Safari- this link opens in a new window

If you are still having problems making an online payment then please contact us using the 'Contact the SIA' option in your online account. Please give us the following information when you contact us:

  • Name and version of the operating system you were using (e.g. Windows 10, Mac OS X 10.11, Android 6.0)
  • Name and version of the web browser you were using (e.g. Internet Explorer 11, Chrome 54.0 or Safari)
  • Type of device you were using (i.e. desktop, laptop, smartphone or tablet).
  • If you were using a smartphone or tablet then please provide the make and model (e.g. Apple iPhone 6, Samsung Galaxy S7, Amazon Fire 7).

Providing this information will help us to diagnose and fix your problem.


You're experiencing issues setting up an online account on our new licensing site

It may be due to a password issue

Your password must meet certain requirements; if it doesn't, you will not be able to complete the registration process. Check to ensure your password contains:

  • at least 8 characters
  • no more than 30 characters
  • at least 1 number
  • at least 1 special character
  • at least 1 capital letter

You want to understand the licensing process

Download a visual representation of the licence application process for new applicants, renewals and when applying for a licence in an additional sector.

New Application- this link opens in a new window (download size: 313kb)

Renewal- this link opens in a new window (download size: 313kb)

Additional sector- this link opens in a new window (download size: 313kb)


You have not received a validation email when registering or requesting a new password

If you have not received this email you should:

  • Confirm that the email address you provided during registration is correct. You can do this by trying to register again and looking to see if your email address is recognised.
  • Check your trash/spam folders for the email, in case it has been mistaken for spam.

If you have still not received the validation email, you will need to re-register. Please create a new username, but use the same existing email address.


Paying for your licence

New applications

If you do not currently hold a licence and you are applying as an individual applicant you must pay the application fee when you visit a participating UK post office to have your photograph taken and your documents checked. You can pay by cash, credit or debit card. You will not be able to pay online.

Renewals

If you already hold a licence and you are renewing your licence or applying for an additional sector, you will be prompted to pay the application fee online unless we need you to provide an up-to-date photograph. If that is the case then you will be instructed to visit a post office to have your photograph taken and pay the application fee. You can pay by cash, credit or debit card.

We do not accept cheques, postal orders or any other form of payment.

Alternatively, if your employer is using one of our new services: Licence Pay Only, Licence Assist or Licence Management, they will be able to pay the application fee on your behalf through their online business account.


Your licence has been granted, but you haven't received your licence card

If you are waiting to receive your licence from us you can still work lawfully, providing your licence has been 'granted'.

Once your licence has been granted your name will appear on our register of licence holders. You can print out your entry on our register of licence holders and carry it with you along with some form of photographic Identification. This will enable you to prove that you are licensed if you are asked to do so by an SIA investigator or one of our enforcement partners (for example, a police officer or a local authority licensing officer).

Go to the register of licence holders


You've sent us documents and you want them back

We cannot return your documents to you until we have examined them to confirm their authenticity and cross-check the information you provided in your application. We will return your documents as soon as possible after we have completed these checks. We're working really hard to send out such documents: we know they're important to you.


You are trying to use our licensing site on a mobile device like a smartphone or a tablet

Our licensing site is optimised for users on desktops and laptops. While it will usually work on mobile devices, we cannot guarantee this and mobile devices are not officially supported. If you are experiencing technical issues with the site and you are using a mobile device, we recommend trying again on a desktop or a laptop.


Your online account is not displaying your active licences

If your licence history is not showing in your account, this may be because your new online account has not yet been matched to your existing records.

The first time you login, we ask you if you have previously held or applied for a licence. We then request from you information such as your passport number or your driving licence number; your answers are used by us, to match up your new user account with your existing records.

The first time you log in is the only opportunity you will have to undertake this matching exercise.

If we cannot match your new user account with your previous records, you will see a message on screen that says: "We were not able to definitively match the details you provided with anyone in our records, so we have created a new user account for you. One of our Customer Support Officers will check to make sure that this is correct. If we find that you do appear in our records after all, we will move your old details over into your new account. This will happen within five working days."

Do not contact us, as we are matching accounts. You will need to wait until your records are updated before you can apply for / renew your licence.


You've set up an online account but you're having trouble logging in

If you received the message "Username / Password is incorrect", this may be because you are trying to use your login details from our old licensing site. These won't work. You will need to set up a new account with a new username and password.

When you do, our system will ask you for information that we will then use to link your new account to your existing records.


There is a problem with your qualification(s)

New / recent qualifications

Please allow up to 15 days for your qualification to be uploaded to our system by the awarding organisation.

If 15 days has passed, you will need to contact your training provider to confirm that the details of your qualification have been passed onto the awarding organisation. If they say they have done this, you should contact the awarding organisation to confirm that your details have been uploaded to our system.

Older qualifications

If you have qualifications that you know we were previously aware of but our system is telling you that the qualification does not exist, this may be because your new online account has not been linked to your existing records. In effect, our system does not yet know that you are the same person as the person that the qualifications were awarded to.

The first time you login the system asks you if you've previously held or applied for a licence. It then asks for certain information, like your passport number or your driving licence number. Your answers to those questions are used by the system to match up your new user account with your existing records. The first time you log in is the only opportunity you will have to undertake this matching exercise.

If we cannot match your new user account with your previous records you will see a message on screen that says "We were not able to definitively match the details you provided with anyone in our records, so we have created a new user account for you. One of our Customer Support Officers will check to make sure that this is correct. If we find that you do appear in our records after all, we will move your old details over into your new account. This will happen within five working days."

You will need to wait until your records have been updated before you can apply for / renew your licence.


Your employer has asked you for a permission PIN so that they can submit an application for you

We don't use permission PINs anymore. Permission PINs were used by our old licensing system as a way for you to grant your employer access to your information. Permission PINs have been replaced by online accounts and something called 'linking'.

Read more about linking


Guidance Videos for Applicants

You may find it useful to view a set of videos to help you understand how to use our licensing system.

Guidance Videos for Applicants