Troubleshooting identity checks for an eVisa application

Katerina Galkina · EN · 07/10/2026

Identify the stage where the problem occurs

Scanning a document for a new application, signing into a UKVI account and correcting an existing eVisa record are different tasks. Open your application through the saved official link and note the exact stage, error message and date. Do not create another application merely because a scan failed.

The ID Check instructions ↗ explain that the app works after you start an online application and are invited to verify your identity. EUSS uses a different app, EU Exit: ID Document Check. Similar names are not a reason to choose one arbitrarily.

Check the phone and chip-reading process

Confirm that the document and device are eligible for the method offered. Android requires NFC and a supported operating system; allow camera access. Remove phone and document covers, and include the entire passport photo page and machine-readable lines in the image.

When reading the chip, slowly move the phone across the document. Once it is detected, keep the phone still until verification finishes. Chip locations vary. For the facial photograph, use even lighting and a plain light background, avoiding shadows and other people. If flashing lights cause medical difficulties, follow the alternative provided within the app.

Use the official alternative process

If the QR code cannot be scanned, the guidance allows a connection code. If the chip cannot be read, you can select another identity-verification method and obtain instructions for an appointment at a VAC or relevant UKVCAS service point. Preserve completed steps and follow the application rather than purchasing an arbitrary biometrics appointment from an intermediary.

After successful verification, return to the rest of the application. Identity verification does not mean the form has been submitted and paid for. Keep final submission confirmation, the application reference and a document checklist. If existing permission is nearing expiry, a technical support request does not itself extend your visa.

Choose the correct service for an existing eVisa

If status has already been granted but displays incorrectly, a share code fails or a technical error occurs after signing in, use Report an error with your eVisa ↗. Ordinary passport, name and contact changes use the UKVI account update service ↗. Lost account access has a separate recovery link on the official guidance page.

Prepare a passport or BRP number, GWF/UAN where appropriate, a problem description and screenshots suitable for secure submission. Do not post these in a public chat. After correction, check your name, status, expiry and ability to generate the relevant share code. Before travel, also ensure the current passport is linked to your account. A successful scan of an old document does not establish that the new passport is ready for a carrier check.