Ministers have provided data on those formally taking issue with the new digital system but, as paper documents expire, information is still lacking on how many are yet to register
In recent months the Home Office has received in excess of 100 complaints each month about the incoming eVisa system.
Government is in the process of replacing all physical immigration documents with electronic versions. More than nine million people – including all those that registered as part of the EU Settlement Scheme, as well as 3.1 million holders of existing biometric residence permits and cards (BRPs and BRCs) – have already completed this process.
But the plan to move to an entirely digital system remains the subject of controversy and criticism, with civil society groups warning of an environment characterised by “systemic failures and unresolved issues”. This includes security and technical complaints, as well as worries about the risks of citizens – particularly the most vulnerable – being deprived of their rights.
Home Office migration and citizenship minister Seema Malhotra revealed that, during the three and a half month period from 28 August to 15 December, “there have been 441 complaints relating to eVisas received by our customer complaints team”.
“This number refers to all complaints relating to eVisas rather than just in relation to registering for a UKVI account,” she added.
The minister’s comments were made in response to a series of written parliamentary questions from Conservative MP Greg Smith. This included an enquiry as to “what proportion of people with the right to remain in the UK have registered for an eVisa” – an question which the Home Office has previously declined to answer.
Malhotra, again, did not provide an answer to this question – nor to Smith’s request for details on those who have “failed to complete the process and experienced technical difficulties” during the registration process.
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“It is not possible to provide accurate figures on the number of people who have failed to complete the UKVI account registration process,” the minister said. “These failures can be due to a number of reasons, including the user choosing to pause the process. Similarly, it is not possible to identify the proportion of people who may have experienced technical difficulties with the eVisa system itself rather than for another reason.”
She added: “Over 3.1 million people, mostly with BRPs, have successfully made the transition to eVisas from March to November this year. There are still a proportion of customers who have not yet signed up, and we would strongly encourage them to do so.”
BRPs and BRCs were almost all due to expire at the end of 2024 – but, as part of a grace period announced a month ago, can still be used to travel until at least March.
In the meantime, all holders of the physical documents are urgged to create an online account with UK Visas and Immigration and sign up for a new digital equivalent of their existing paper document.
“There is no deadline for registering for a UKVI account to access an eVisa,” Malhotra said. “If a person has not created an account by 31 December 2024, they will still be able to do so in 2025, using their expired BRP if needed.”
She added: “The rollout of eVisas does not affect a person’s immigration status. Even where someone has not yet created a UKVI account, their eVisa is already available and employers and landlords can digitally check a person’s right to work status using the ‘Check a job applicant’s right to work’ and ‘Check a tenant’s right to rent in England’ services.”
