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  • FAQ

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    I can’t log in to my UKVI account to see my eVisa. It says the details entered don’t match my records.  What can I do?

    If you are trying to view your eVisa or create a share code, by logging into the Home Office website at eVisas: access and use your online immigration status, and you see the error “The details entered don’t match our records”, this could be because you are using the wrong document number to log in, or you are using the right document but have entered the wrong number.

    Right document but wrong number

    Check that you haven’t made any mistakes in entering the number, for example by confusing the letter I with the number 1, or the letter O with the number 0. 

    If you have a Spanish ID card, make sure you enter the ‘Num Soport’ number rather than the DNI number.

    If you have a Portuguese National Identity card, make sure you also include the four characters that are listed between your ID number and the expiry date. 

    Wrong document

    For example, if you originally applied for EUSS status with a previous passport, and then linked a renewed passport to your account, then you can only login with that new passport number.

    Logging in with your old passport number will result in the error “The details entered don’t match our records”. 

    If you cannot remember which document you should use, the Home Office provide a useful service to help you.

    See our FAQ “I can’t remember the document number to log in to my UKVI account.  What can I do?” for a full description of how to use this service.

    If none of the above helps you, then:

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