SIA Contact Number & Support: When to Call and What to Say

The Security Industry Authority issues your licence, so when something goes wrong with an application it is the SIA you need, not your training provider. This page gives you the SIA's contact details, the problems people most often call about, and what to do about each one. I have put the most common one first: "my certificate is not showing on my account".

SIA contact details

Contact details are correct to the best of our knowledge at the time of writing. The SIA's own contact details on gov.uk are always the final word, and it is worth checking them before you call. The SIA's position is that licence applicants and licence holders should contact it through their online account or the contact form, because that confirms who you are and lets the SIA answer without going through data protection questions first. The phone line is best for general enquiries and for when you cannot get into your account.

Before you call, have ready: your full name as it appears on your ID, your date of birth, your SIA account email address, your application reference or licence number if you have one, and your qualification certificate (the certificate number and the awarding body, which for our courses is Highfield).

"My certificate or qualification is not showing on my SIA account"

This is the call we get most, and most of the time nothing is wrong. Here is how the chain works. You pass with us. We claim your certificate from the awarding body. The awarding body issues it and sends your qualification data to the SIA. The SIA matches that data to your account using your name and date of birth. Each step takes time, and the SIA's system only shows the qualification once the awarding body's data has arrived and matched.

Work through this in order:

1. Give it a few working days. If you passed yesterday, your certificate has not reached the SIA yet. Check again before calling anyone.
2. Check your details match exactly. The SIA matches on your name and date of birth. A middle name on your certificate that is missing on your SIA account, a different spelling, or a wrong date of birth will stop the match. Compare your certificate, your ID and your SIA account side by side.
3. Check it with us first. Message us on WhatsApp with your name and course date and we will confirm the certificate has been issued by the awarding body. If it has not, the fix is at our end and the SIA cannot help yet.
4. Then call the SIA. If the certificate has been issued, your details match and it is still not showing after a reasonable wait, call the SIA with your certificate number, the awarding body's name, your date of birth and your account email. Ask them to check the qualification data for your record.

If you need to change your name or date of birth on your SIA account to match your certificate, do that through your SIA account or ask the SIA how to correct it. Do not create a second account.

Other reasons people call the SIA

My application has been "in progress" for weeks. The SIA runs identity and criminal record checks and some take longer than others, particularly if you have lived abroad in the last five years or have a common name. Check your account messages first: the SIA often asks for something and the application waits until you respond. Call if there has been no update for a long time and there are no outstanding requests.

I need to change my address, name or contact details. Update these through your SIA account. You must keep your details current while you hold a licence.

My licence is lost, stolen or damaged. Report it to the SIA and request a replacement through your account. Keep a note of your licence number somewhere safe so you can quote it.

I want to check if a licence is genuine. Employers and the public can check a licence on the SIA's online register using the licence number.

I am renewing and not sure what training I need. Since 1 April 2025 the SIA requires the Refresher qualification to renew a door supervisor or security guard licence, with an Emergency First Aid at Work certificate that has at least 12 months left before you take it. You can apply to renew up to four months before expiry, and a licence that has expired cannot be renewed. The SIA's renewal page is the final word; for a plain-English explanation read our guides on Door Supervisor renewal and Security Guard renewal, or message us.

I cannot log in to my account. Use the password reset on the SIA login page with the email address you registered with. If you no longer have access to that email, contact the SIA; they will need to verify your identity before changing it.

What the SIA cannot help with

• Your training, exam results or certificate itself. Those come from your training provider and the awarding body. For courses with us, message us and we will sort it.
• Your e-learning logins. Highfield logins come from us; ProtectUK accounts are your own.
• Course bookings, dates and deposits. See our calendar and deposit page.

For anything to do with your course at A Security Academy, WhatsApp or call us on 07541 999 007.

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