FAQ

I don’t have access to the email account or telephone number that were used in my visa application or setting up my eVisa. I can’t view (or prove) my status because I can’t get the security code that the system sends. What can I do?

This can happen for a number of reasons - for example you have changed both your email address and your telephone number and did not update your digital (UKVI) account with your new contact details.  Or someone (or some organisation) helped you apply for status and they used their contact details in the application, so the login security code is now sent to them instead of to you.

• If you have lost access to only one of your original e-mail account and telephone number, then you can log in to your UKVI account using your other credential and update your details through a self-service process. For example, if you have lost access to your email, but you still have access to your phone, then you can log in by receiving the One Time Passcode (OTP) (also called security code, or two-factor authentication code) to your phone and then update your email address via the account.
   
• If you have lost access to both your original e-mail account and telephone number, you should use the ‘Recover Account’ service provided by the Home Office. You will need the details of your identity document, your date of birth, a photo of your face, and access to a new phone number and email address to sign into your account. The process involves a scan of your face to verify you are the rightful owner of the account - this might be easier with a smartphone camera than on a computer. This would be a similar process of proving your identity that you went through when setting up your account.