Reasons your code may not be working

There are three steps you need to take to troubleshoot your ID code not working.

Reasons your code may not be working

If you're having trouble with entering your code via the official HM Passport Office website, try using the below steps to troubleshoot the issue.

Step 1

Follow the case sensitive guidelines. Your code should consist of three boxes (first box in lower case) idpass (second box in lower case) UK (third box) a unique 8 digit code comprised of upper case and lower case characters.

For example – idpass  UK  AsTOxR06

Step 2

Have you waited 24 - 72 hours before trying to enter your code again? During busy periods, such as before and during summer, our photo booths can experience a high number of requests - as many as 6,000 request per day. Due to the large volume of digital photos being processed at once, our servers can experience delayed function when transferring your photo to HMPO (Her Majesty's Passport Office). These delays are created by an upload queue that can take up to 72 hours to clear. We advise you to wait up to 72 hours before reporting a code does not work, trying the code intermittently within the time.

Please note: We do not investigate broken codes or offer refunds until 72 hours have elapsed since your photo was taken.

Step 3

Is your code still not working after 72 hours? We use servers to upload, store and share your photo with HMPO. This encrypted process requires consistent bandwidth, meaning the upload of your ID photo can be lost if signal at the photo booth's location is interrupted. If your code does not work after 72 hours there's a chance your photo did not upload due to a signal fault. At this point we advise you to contact us. In the meantime, try taking your ID photo again at a quieter time, such as early morning or late evening.

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