The UK is currently transitioning its immigration system to a digital model, introducing the electronic visa (eVisa) system. This eVisa replaces the physical Biometric Residence Permit (BRP) as digital proof of immigration status.
The eVisa serves as the official record of an individual's conditions of entry or stay in the UK and their immigration status. It is directly linked to the holder's current passport or travel document, allowing Border Force Officers to automatically verify immigration status without a physical residence permit. Therefore, it is crucial to keep travel document details up to date in your UK Visas and Immigration (UKVI) account.
eVisa Application Process
If you do not already have a UKVI account, you will need to create one to access your eVisa. This system is due to be fully implemented on 31 December 2024, so anyone who currently holds a BRP will need to apply for an eVisa before it expires.
The key steps to open and manage your eVisa are as follows:
One of the key advantages of an eVisa is its enhanced security. It cannot be lost, stolen, or altered, and there is no need to wait for physical documents to be delivered after the visa is granted. However, because eVisas are a relatively new development in the UK immigration system, mistakes can happen with eVisas and users may experience initial issues. Errors in personal details, visa conditions, or technical issues with accessing your eVisa record can be cause for concern, and it is important to understand the steps to take to resolve them.
eVisa error correction procedure for student visa holders
UK Visas and Immigration (UKVI) has put in place a special eVisa error correction procedure for student visa holders. This temporary arrangement will operate until a long-term solution to the entire eVisa system is finalised.
The key to this procedure is that eVisa errors are reported by the education provider, rather than the student themselves. The education provider can report errors for individual students or for multiple students at once. This is to increase the efficiency and accuracy of the error correction process.
The range of errors that can be corrected is quite wide. These include things like visa grant periods, work conditions, the education provider’s sponsorship licence number and information about dependents. This procedure applies to student visas as well as child student visas, graduate visas and their dependents.
Students should not contact UKVI directly if they discover an eVisa error. Instead, they should contact their education provider and report the error through them. This is UKVI’s policy to manage the error correction process more systematically and effectively. This process is expected to help resolve student visa issues more quickly and accurately. It will also increase transparency and reliability in the error correction process through direct communication between institutions and UKVI.
How to fix eVisa errors or mistakes during the transition from BRP
Physical documents such as Biometric Residence Permits (BRPs) and visa stickers are being replaced by electronic visas (eVisas). This means that your BRP is likely to expire on 31 December 2024 and you will therefore need to apply for an eVisa before your BRP expires. You can find more information about this in our previous newsletter on updates to the eVisa system. If you have an indefinite stay permit but do not hold a BRP, you will need to apply for a No Time Limit (NTL). For more information and advice, please see our previous newsletter on applying for an NTL.
As eVisa is a new system, errors can occur and there is no simple solution to fix them yet. UKVI therefore provide a number of ways to fix eVisa errors.
Online report for specific error types
One way is to report errors directly to UKVI using the online form. If there is an error with your name, sponsor, photo, national insurance number, visa restrictions, immigration status, expiry date, etc., you can report it using the online form.
When completing the form, you will be asked to provide your personal details exactly as they appear on your eVisa. This includes your full name, date of birth, nationality, and contact details. You will also need to provide identifying information such as your passport number, BRP number, UKVI customer number, and GWF or UAN number from your visa application.
UKVI will review the reported error and either confirm whether the error has been corrected or request further information within 10 working days. This process is intended to improve the accuracy of eVisas and to reduce inconvenience to users.
Contact the UKVI Resolution Centre by phone
UKVI also offers a telephone helpline to help resolve issues related to your eVisa. Within the UK, you can call +44 (0)300 790 6268 or if you have difficulty using the 0300 number, +44 (0) 203 875 4669.
You will need to have relevant documentation with you when you call and UKVI will review and verify any errors you raise internally. The contact hours are 8 am to 8.30 pm on weekdays and 9.30 am to 4.30 pm at weekends. The centre is closed on public holidays.
Please note that there may be long waiting times when calling and that the agent may not be able to correct the error immediately. This is due to the complexity of the eVisa system and the nature of the error correction process. It is therefore important to be patient during the call.
eVisa Support Chatbot for general inquiries
The UK Government has provided an eVisa webchat feature for the convenience of eVisa users. This is a chatbot system that provides real-time answers to a variety of questions related to eVisa.
Users can ask the chatbot a wide range of questions, from basic information about eVisa to more complex procedures. The chatbot provides immediate answers to common questions and directs users to relevant pages on the gov.uk website for more detailed information.
In addition, for complex issues that cannot be resolved through the chatbot, users are directed to appropriate additional support channels. This greatly enhances the convenience of using the eVisa system, as eVisa users can access the information or assistance they need 24 hours a day.
Formal complaint process for unresolved issues
If an error occurs in the eVisa system and other solutions have not worked, making a formal complaint to UKVI may be the last resort. This process works as follows:
First, complete the online complaint form available on the UKVI website. When selecting the type of complaint on this form, you should select ‘Something else’. Next, provide any relevant information that may assist the investigation. For example, if you applied for a visa with a family member, it is important to mention this fact.
When making a complaint, you should clearly describe all the methods you have previously tried to resolve eVisa errors. This will help UKVI understand the severity and persistence of the problem. However, you should be careful not to include sensitive personal information such as banking details.
UKVI aims to respond to complaints within 20 working days (approximately 1 month) of receiving them. This method may take longer than other resolution methods and is primarily intended to resolve service dissatisfaction, but may also help to resolve technical errors.
You can also make a complaint by post instead of using the online form. In this case, you can write to: Complaints Allocation Hub, Central Point of Receipt, 7th Floor, Lunar House, 40 Wellesley Road, Croydon, CR9 2BY.
This complaints procedure should be considered a last resort. It is recommended that you first try more direct and expedited resolution methods, if possible. This method may take longer than other resolution methods that are more appropriate for the specific eVisa error issue and is primarily intended to resolve service dissatisfaction. However, there have been cases where this process has been successful in resolving issues, so it is an option worth considering if all else fails.
If you require professional advice and assistance with your eVisa or related visa or immigration application, please contact us on 0203 865 6219 or leave a message.