FAQ

I set myself up as a helper to create my child's UKVI account to link their eVisa. Now it won't let me view the eVisa - it says "There is a problem with this service at the moment" and "Access to this service is restricted."

A helper can help someone to apply for an UKVI account and link to their eVisa. However, once the account is set up and the eVisa is linked, a helper cannot access the 'view and prove' services, or the 'update my details' service.

When you set up a UKVI account as a helper, there will usually be two sets of email addresses and mobile telephone numbers attached to the account - one set belonging to the account holder and the other set belonging to the helper.

When trying to view (or prove) the eVisa, after entering the identity document number and date of birth of the account holder, you can choose an email address or telephone number to receive the security code (a two-factor authentication code).

If you choose the email address or telephone number belonging to the helper, you are logging as the helper, and will get an error message saying the service is restricted. This is because a helper is not designed to have access to the eVisa once the UKVI account has been set up and linked to the eVisa.

However, if you instead choose the email address or telephone number belong to the account holder, then you are logging in as the account holder. By having the security code sent to the email / telephone of the account holder, they retain control of access to the account.

The account holder can log into the 'view and prove' service to view their eVisa and generate share codes. They can also login to the 'Update my details' service, and view the sign in details associated with the account holder and helper. They can remove helper access. It is also possible to set up a 'proxy' instead of a 'helper'. A proxy is an authorised individual who can act on the account holder's behalf as though they are the account holder, for situations where the account holder is unable to act on their own behalf. A proxy may be required to provide evidence that they are authorised to act on behalf of the account holder.

See also the UKVI Account Terms and Conditions which set out what a helper can do and what a proxy can do.