How can we help?

See where it’s up to, what we’re waiting for and what happens next. All you need is your reference and the email you applied with. No account or password.

Answers to the common questions: what each destination needs, what makes a good photo, how long things take, and what to do if you renew your passport mid-application.

Give us your reference and tell us what went wrong. What we can refund depends on how far your application has got, and the refund policy explains exactly how.

Email us at [email protected] and a person will get back to you. Have your reference ready.

Where’s my approval?

It’ll arrive by email as soon as the authority releases it, and the tracker shows every update before then. If the tracker says we’ve filed it, it’s now with the authority. Before you get in touch, check your junk folder for your reference. That’s where most “missing” emails turn up.

I’ve spotted a mistake in my details.

Don’t start a new application. Send us your reference and the correction. If we haven’t filed it yet, we’ll fix it for free before it goes. If it’s already with the authority, it’s up to them what can be changed, and we’ll tell you your options.

My photo keeps getting rejected.

It’s usually the background, a shadow on your face, or the passport page cropped at an angle. The photo step has a QR code that opens your phone’s camera on the right page, and retaking it there sorts most problems in under a minute. Still not passing? Send us your reference and a person will look at it.

I need it sooner than the speed I chose.

Get in touch with your reference straight away. If we haven’t filed it yet, we can usually switch you to a faster speed and just charge the difference. If it’s already with the authority, nobody can move it up their queue, and we won’t charge you to try.

Can you tell me if I’ll be approved?

No, and nobody outside the authority can. We make sure your application is complete, consistent and meets the published rules, which rules out the avoidable refusals. The decision is the government’s, and we’re not immigration advisers.

I want my data deleted.

Ask us, with your reference. We’ll delete everything we’re not legally required to keep, and tell you what we have to hold on to and for how long. Our privacy policy lists each retention period and the legal basis for it.

Contacting us

When you get in touch, have two things ready so we can find your file straight away: your six-character reference and the email address you applied with. Both are in the confirmation email we sent when you paid.

Please don’t email us passport numbers, card details or photos of documents. We’ll never ask for them that way. Anything we need can be uploaded in your application, where it’s encrypted and only visible to the people working on it.

The tracker works now. It shows where your application is up to and what we’re waiting for, but you can’t send us messages through it.

Electronic Travel Authorisation

Home Office