FAQ

I can’t remember the document number to log in to my UKVI account.  What can I do?

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

The Home Office has a website to help people recover their UKVI account - see https://update-your-details.homeoffice.gov.uk/account-recovery/help. The first part of this page is about a different situation (where you no longer have access to the phone number or email address linked to your eVisa). 
 

The second part however, is about situations where you do not know the identity document or UKVI customer number you should use to sign in.
Press the green ‘Start’ button, and you will be taken through the following steps:
 

• What do you need help with? Choose the option “I do not know the identity document or UKVI customer number I use to sign in” and press Continue.
   
• What email address do you use to sign in to your account? Enter the email address associated with the account and press Continue.
  
  If you are a helper on someone’s account, make sure you enter the status holder’s email address, not your helper email address (as helpers cannot login to view an eVisa).
  
  If you don’t have access to the email address, there’s a link provided which guides you to telephone UKVI to get further help.
   
• Check your email. A six digit security code will then be sent to your email address, which you enter in the next step.
   
• What is your date of birth? Enter your date of birth. Again if you are a helper, enter the status holder’s date of birth, not your own. Press continue.
   

Finally you should receive an email which tells you the correct document number or UKVI customer number to use to login to your account.
 

If you have more than one UKVI account connected to this email address, the email should list the document details of all the accounts.

This can happen for example when:

• You used your email address for your own UKVI account but also for someone else’s account for example a child
• You applied for pre-settled status with one document, and then you applied for settled status with another document without first linking that new document to your previous UKVI account. This results in you having more than one UKVI account.