UK eVisa Problems and Solutions: Complete Troubleshooting Guide 2026
Table of Contents
- eVisa Problems Overview
- Passport Mismatch (Most Common)
- UKVI Account Problems
- Immigration Status Not Showing
- Share Code Not Working
- ID Check App Problems
- Denied Boarding at Airport
- Problems at UK Border Control
- Incorrect Personal Details on eVisa
- Employer and Landlord Verification Issues
- How to Contact UKVI
- How to Prevent eVisa Problems
- Frequently Asked Questions
eVisa Problems Overview
The UK's transition to a fully digital immigration system has been largely successful, but it has not been without problems. Since the eVisa system replaced physical BRP cards, thousands of people have encountered issues ranging from minor inconveniences to serious travel disruptions.
The most common eVisa problems fall into these categories:
- Passport mismatch — your eVisa is linked to a passport you no longer use (affects approximately 12% of travellers who experience boarding issues)
- Account access problems — cannot log in, duplicate accounts, locked out
- Status not displaying — immigration record not found in your UKVI account
- Share code failures — codes not accepted by airlines, employers, or landlords
- Technical issues — the ID Check app failing to scan passports, website errors
- Incorrect information — wrong name, dates, or conditions displayed
This guide addresses each problem category with step-by-step solutions. If you are currently facing an eVisa issue, find your specific problem below.
Passport Mismatch (The Most Common Problem)
A passport mismatch occurs when your eVisa is linked to a different passport than the one you are currently using. This is by far the most common eVisa problem and the primary cause of boarding denials at airports.
Why It Happens
Your eVisa was automatically created using the passport details from your last immigration application. If you have renewed your passport, changed your name, or obtained a replacement passport since that application, the system still has the old passport number on file. Airlines verify your status by scanning your current passport — if that passport number does not match what is in the system, verification fails.
How to Know If You Have This Problem
- Sign in at gov.uk/view-prove-immigration-status
- Look at the passport number shown on your status page
- Compare it to the passport number in the passport you plan to travel with
- If they are different, you have a passport mismatch
How to Fix It
Go to the Update Page
Visit gov.uk/update-uk-visas-immigration-account-details and sign in to your UKVI account.
Select Update Travel Document
Choose the option to update your travel document or passport details.
Scan Your New Passport
Use the UK Immigration: ID Check app to scan the chip in your new passport. Complete the facial recognition selfie when prompted.
Wait for Confirmation
The update typically takes 1 to 10 working days. You will receive an email or notification when the update is complete. Check your status page to confirm the new passport number is showing.
Urgent Passport Mismatch Fix
If you have travel within the next 48 hours and just discovered a passport mismatch, call UKVI immediately at 0300 790 6268 (UK) or +44 203 875 4669 (international). Explain that you have imminent travel and request an expedited passport link. In parallel, carry a printout of your current eVisa status page showing your immigration permission, even though the passport number is wrong — this can help demonstrate your status to airline staff in combination with a share code.
UKVI Account Problems
Problems with your UKVI account can prevent you from viewing your eVisa, generating share codes, or updating your details. Here are the most common account issues and how to resolve them.
Cannot Create a UKVI Account
Possible causes: Email already registered, phone number not accepted, identity verification failing.
Solution: First, try using a different email address in case you previously created an account you forgot about. If the ID Check app fails, try a different smartphone with NFC capability. As a last resort, book an appointment at a UKVCAS (UK Visa and Citizenship Application Services) centre to verify your identity in person. Find your nearest centre at gov.uk/ukvcas.
Locked Out of Your Account
Possible causes: Forgotten password, lost access to verification phone number or email.
Solution: Use the password reset function on the login page. If you no longer have access to the email or phone number linked to your account, contact UKVI at gov.uk/contact-ukvi to regain access. You will need to verify your identity again, which may require an in-person visit to a UKVCAS centre.
Duplicate Accounts
Possible causes: Created multiple accounts at different times, used both Government Gateway and GOV.UK One Login.
Solution: Contact UKVI to have your accounts merged. Do not try to delete an account yourself, as this could cause your immigration record to become disconnected. UKVI can identify which account holds your immigration data and merge everything into a single account. Phone 0300 790 6268 or use the online contact form at gov.uk/contact-ukvi.
Account Works But Shows No Immigration Status
Possible causes: Account not linked to immigration record, details mismatch between account and immigration file.
Solution: See the next section on "Immigration Status Not Showing" for detailed troubleshooting.
Immigration Status Not Showing
One of the most alarming eVisa problems is logging into your UKVI account and finding that your immigration status is blank or shows "no immigration status found". This does not mean your visa has been cancelled — it usually means there is a technical linking issue.
Common Causes
- Details mismatch: Your account was created with slightly different details (name spelling, date of birth format) than your immigration record
- Duplicate accounts: Your immigration record is linked to a different account than the one you are using
- New application pending: If you have a pending immigration application, your status may be temporarily unavailable
- System delay: During the initial transition period, some records took weeks to appear in the digital system
- Manual records: If your original visa was issued before digital records began (pre-2015 in some cases), your record may need manual digitisation
Step-by-Step Fix
- Check your details: Verify that the name, date of birth, and nationality in your UKVI account exactly match what is on your immigration documents
- Try a different login: If you used Government Gateway, try GOV.UK One Login (and vice versa) to see if your status appears on a different account
- Contact UKVI: If neither step works, contact UKVI at gov.uk/contact-ukvi. Explain that your immigration status is not appearing in your account. Provide your full name, date of birth, nationality, passport number, and any previous immigration reference numbers you have
- Request manual linking: UKVI can manually link your immigration record to your UKVI account. This process can take 5 to 20 working days
ID Check App Problems
The UK Immigration: ID Check app is used to scan your passport during UKVI account setup and when updating your travel document. Technical problems with the app are common.
App Cannot Read Passport Chip
Solutions to try:
- Ensure NFC is enabled in your phone settings (Settings > Connections or Wireless > NFC)
- Remove your passport from any case, holder, or wallet
- Open the passport to the photo page and lay it flat on a hard surface
- Place the back of your phone flat against the photo page
- Hold completely still for 15 to 20 seconds — do not move the phone at all
- The NFC reader is in different locations on different phones — try moving the phone slowly across the passport page
- Try a different smartphone if available
- Some passport chips are damaged or weak — if no phone can read it, visit a UKVCAS centre
Facial Recognition Failing
Solutions: Ensure you are in a well-lit room with light on your face (not behind you). Remove glasses, hats, and face coverings. Hold the phone at arm's length and look directly at the camera. Ensure the background is plain and light-coloured. If it continues to fail after multiple attempts, the app should offer an alternative verification method.
App Crashing or Not Loading
Solutions: Update the app to the latest version from the App Store or Google Play. Restart your phone. Ensure you have at least 500MB of free storage space. If the app continues to crash, uninstall and reinstall it. If problems persist, use the web-based process instead at gov.uk/get-access-evisa, or visit a UKVCAS centre.
Denied Boarding at Airport
Being denied boarding is the most stressful eVisa problem you can face. Here is a step-by-step guide for handling this situation.
Immediate Steps at the Airport
Ask What the Specific Issue Is
The airline staff should tell you exactly why they cannot verify your status. Is it a passport mismatch? A system error? An unfamiliarity with the eVisa system? The specific issue determines your next step.
Generate a Fresh Share Code
On your phone, go to gov.uk/view-prove-immigration-status, sign in, and generate a new share code. Show this to the airline staff along with your date of birth. They can verify your status at gov.uk/check-immigration-status.
Show Your eVisa Status Page
Show the airline staff your immigration status on your phone screen or a printout. While this is not the official verification method, it can help demonstrate your status while the share code is being processed.
Ask to Speak to a Supervisor
If front-line staff are unfamiliar with the UK eVisa system, ask to speak to a supervisor or duty manager. They are more likely to have been briefed on the digital immigration system and the share code verification process.
Call UKVI for Real-Time Assistance
If the situation is not resolving, call UKVI at 0300 790 6268 (UK) or +44 203 875 4669 (international). Explain that you are at the airport and being denied boarding. UKVI may be able to assist the airline in verifying your status directly.
If You Cannot Board
If boarding is ultimately denied, document everything: the airline, flight number, staff names if possible, and the reason given. You may be entitled to compensation if the denial was due to airline error rather than a genuine eVisa issue. Contact the airline's customer service and, if appropriate, file a complaint.
If the issue is a genuine eVisa problem (such as a passport mismatch), resolve it before attempting to travel again. See the relevant section of this guide for your specific issue.
Problems at UK Border Control
Issues at UK border control with the eVisa system are less common than at airline check-in, because Border Force officers have direct access to immigration databases. However, problems can still occur.
E-Gate Rejects You
Solution: If the automated e-gate does not let you through, go to a staffed desk. E-gate rejection can happen for many reasons beyond eVisa issues, including a passport photo that no longer matches your appearance, a damaged passport chip, or simply a technical glitch. The staffed desk officer can manually verify your status.
Border Officer Cannot Find Your Status
Solution: Provide a share code if you have one. Show your eVisa status on your phone or a printout. The officer can also search by your biometric data (fingerprints) which were collected when you originally applied for your visa. Remain calm and cooperative — this is usually resolved quickly.
Returning to UK on a New Passport Not Yet Linked
Solution: If you renewed your passport while abroad and have not yet linked it to your eVisa, UK Border Force can still identify you through biometric data and manual searches. However, this will cause delays. Carry your old passport (if you still have it) as well as your new one, plus any printouts of your eVisa status. Allow extra time at the border.
Incorrect Personal Details on eVisa
If your eVisa displays incorrect information, this needs to be corrected before you travel or use your status for any purpose.
Types of Errors
- Name errors: Misspelling, missing middle names, wrong order of names
- Date of birth errors: Wrong day, month, or year
- Nationality errors: Incorrect nationality displayed
- Visa type errors: Wrong visa category shown
- Condition errors: Incorrect work restrictions or other conditions
- Date errors: Wrong start or expiry dates for your permission
How to Report and Fix Errors
- Go to gov.uk/contact-ukvi
- Select the option to report an error with your immigration status
- Provide the incorrect information and what it should say
- Upload supporting documents if possible (passport copy, original visa grant letter, etc.)
- Wait for UKVI to process the correction (5 to 15 working days)
Employer and Landlord Verification Issues
Your eVisa is not just for travel — employers and landlords must use it to verify your right to work and right to rent. Problems in these areas can affect your livelihood.
Employer Refuses to Accept eVisa
Solution: Some employers, particularly smaller businesses, may not be familiar with the eVisa system. Direct them to gov.uk/view-right-to-work where they can enter your share code and date of birth to verify your right to work. You can also direct them to the government guidance for employers at gov.uk/check-job-applicant-right-to-work. If they continue to refuse, this may constitute discrimination and you can seek advice from ACAS (0300 123 1100) or a citizens advice service.
Landlord Insists on Physical Document
Solution: Landlords are legally required to use the online checking service for eVisa holders. They cannot insist on a physical document that no longer exists. Direct them to gov.uk/view-right-to-rent. If they refuse, contact your local council's housing department or seek advice from Shelter (0808 800 4444).
Share Code Check Shows Wrong Work Restrictions
Solution: If the online check shows incorrect work restrictions (for example, showing "no work permitted" when your visa allows work), this is a data error that needs urgent correction. Contact UKVI immediately at gov.uk/contact-ukvi and explain the situation. Ask for an expedited correction and request a reference number. Share this reference with your employer to demonstrate that you have flagged the issue.
How to Contact UKVI
For most eVisa problems, you will eventually need to contact UK Visas and Immigration. Here are all the ways to reach them:
Phone (UK)
0300 790 6268
Monday to Friday, 8am to 8pm
Saturday and Sunday, 9:30am to 4:30pm
Cost: standard local rate
Phone (International)
+44 203 875 4669
Same hours as UK line
International call rates apply
Online Enquiry
Submit a form at gov.uk/contact-ukvi
Response time: 1 to 5 working days
Include your full details and reference numbers
In Person
Visit a UKVCAS centre for identity verification and account issues
Find locations at gov.uk/ukvcas
Appointment usually required
Tips for Contacting UKVI
- Have your passport number, UKVI account email, and any immigration reference numbers ready
- Phone lines are busiest on Monday mornings — try calling mid-afternoon on a Tuesday, Wednesday, or Thursday
- For urgent travel issues, always phone rather than submitting an online enquiry
- Note down the name of anyone you speak to and any reference numbers given
- If your first call does not resolve the issue, call again — you may reach a more experienced agent
How to Prevent eVisa Problems
Most eVisa problems are preventable with proper preparation. Follow this checklist to avoid issues:
Keep Your Passport Updated
Whenever you renew your passport, immediately update your eVisa link at gov.uk/update-uk-visas-immigration-account-details. Do not wait until you need to travel.
Check Your Status Regularly
Log in to gov.uk/view-prove-immigration-status at least once every few months to ensure your status displays correctly. Catching errors early gives you time to fix them.
Pre-Generate Share Codes
Generate a share code 48 hours before any flight. Also generate one before any job interview or property viewing where your status may need to be verified.
Keep Printouts Ready
Print a copy of your eVisa status page and carry it when travelling. Digital systems can fail, and a printout provides a useful backup.
Set Up the ID Check App
Install and configure the UK Immigration: ID Check app for offline access to your status. Test it before you travel.
Allow Lead Time
Any changes to your eVisa (passport updates, corrections) can take 1 to 15 working days. Never leave these to the last minute before travel.
Frequently Asked Questions
Why does my eVisa show the wrong passport number?
Your eVisa is still linked to the passport you used in your last immigration application. If you have renewed your passport since then, your eVisa will show the old passport number. You must update your travel document at gov.uk/update-uk-visas-immigration-account-details. This is the single most common eVisa problem, causing approximately 12% of boarding denials at UK airports.
How do I fix a passport mismatch on my eVisa?
Go to gov.uk/update-uk-visas-immigration-account-details and sign in to your UKVI account. Select 'Update travel document' and follow the prompts to scan your new passport using the UK Immigration: ID Check app. The update typically takes 1 to 10 working days. Do not travel internationally until the update is confirmed.
My eVisa status is not showing when I log in. What should I do?
First, ensure you are using the correct login at gov.uk/view-prove-immigration-status. If your status is blank or shows "no immigration status found", you may have created your account with different details than those on your immigration record. Contact UKVI at gov.uk/contact-ukvi to have your records matched to your account.
I was denied boarding because of my eVisa. What can I do?
Stay calm and ask the airline staff specifically what the issue is. Show them a share code, a printout of your status page, or your status on the ID Check app. If the problem is a passport mismatch, you may need to rebook and update your passport link first. Contact UKVI at 0300 790 6268 for immediate assistance.
Can I contact UKVI about eVisa problems?
Yes. Contact UKVI through gov.uk/contact-ukvi. For UK callers, phone 0300 790 6268 (Monday to Friday, 8am to 8pm). For international callers, phone +44 203 875 4669. You can also submit an online enquiry with a 1 to 5 working day response time.
My share code is not working. How do I fix it?
Share codes are case-sensitive and expire after 90 days. Check that the code is being entered exactly as displayed, including capital letters. Verify that your date of birth is being entered correctly. If the code has expired, generate a new one at gov.uk/view-prove-immigration-status.
I have two UKVI accounts. What should I do?
Duplicate accounts can cause your immigration status to not appear correctly. Contact UKVI at gov.uk/contact-ukvi and explain that you have two accounts. They can merge your accounts and ensure your immigration record is linked to the correct one. Do not try to close an account yourself.
My eVisa shows incorrect personal details. How do I correct them?
Report the error immediately through gov.uk/contact-ukvi. Do not travel until the correction is made. Corrections typically take 5 to 15 working days. For urgent corrections related to imminent travel, call UKVI and explain the urgency.
The UK Immigration ID Check app will not scan my passport. What should I do?
Ensure your phone has NFC enabled. Remove your passport from any case. Hold the phone flat against the passport photo page for 15 to 20 seconds. Try different positions. If it still fails, visit a UKVCAS centre in person as an alternative.
What should I do if I am at the airport and my eVisa is not working?
Try generating a new share code and present it to the airline. Show any printout of your status. Use the ID Check app offline mode. Explain to staff that the UK uses a digital system. As a last resort, call UKVI at 0300 790 6268 (UK) or +44 203 875 4669 (international).