Section A: What is TLScontact?
TLScontact is one of the Home Office’s commercial partners for visa application centre services. It supports parts of the overseas application process for UK visas in locations where it has been appointed as the local provider. Which provider applies is determined by the country and city where the applicant attends their visa application centre appointment, and this can change over time as Home Office contract changes. The most reliable way to confirm the current provider and the correct booking route for a specific location is the GOV.UK visa application centre finder.
TLScontact also operates UKVCAS service points for certain in-UK applications, which is a separate process from overseas visa application centres.
TLScontact’s role is administrative. It supports the steps that follow submission of an online visa application, such as appointment booking, biometric enrolment and, depending on the location and service model, document upload or document scanning at the appointment. TLScontact does not decide visa applications and it does not control case outcomes.
1. Role & responsibilities
TLScontact does not assess eligibility, make decisions on applications or provide immigration advice. Its role is limited to logistical and support services that help UK Visas and Immigration progress applications submitted from outside the UK. Services typically include managing appointment bookings for biometric enrolment, supporting document handling where that is part of the local process, offering optional customer services and returning passports where passport return is routed through the centre.
Applicants submit their visa application through GOV.UK. After the form is completed and the Home Office fee is paid, the applicant is directed to the commercial partner route for their location to arrange the next steps. Where TLScontact is the appointed provider, applicants create a TLScontact account, verify their email address and then use the dashboard to book their appointment and manage the post-submission process in that location. UK Visas and Immigration remains the decision-making authority and any decision is made by UKVI, not by TLScontact.
| Query type | TLScontact can help with | TLScontact cannot help with |
|---|---|---|
| Login and account access issues | Account access problems, email verification issues, password resets and portal-related technical queries | Overriding system logic, manually linking applications or correcting information submitted on GOV.UK |
| Biometric appointment booking | Appointment booking, rescheduling within local rules and appointment centre instructions | Waiving biometric requirements, bypassing missed appointments or changing UKVI requirements |
| Document upload or scanning | Technical issues with document upload and assisted scanning services at the centre where offered | Confirming whether documents are correct, sufficient or meet UKVI evidential requirements |
| Optional appointment centre services | Information about availability, pricing and delivery of optional services such as courier return or premium lounge services | Changing UKVI processing priorities or influencing the speed or outcome of the visa decision |
| Visa application progress or outcome | Administrative updates related to appointment logistics and passport movement where the portal provides them | Providing decision updates, reasons for refusal, eligibility advice or timelines for UKVI decision-making |
2. Scope of services
TLScontact services focus on the practical steps that sit around biometric enrolment and document handling. Depending on the location, the portal can allow applicants to book or reschedule appointments, self-upload supporting documents where self-upload is enabled and select optional services such as courier return, premium appointment slots, assisted scanning or printing services. Availability and pricing vary by centre and applicants should rely on what is shown within the specific country portal they are using.
TLScontact does not accept visa applications, take Home Office visa fees or issue immigration decisions. Those functions sit with UKVI and the GOV.UK application journey. TLScontact also does not provide guidance on which visa route to choose, what evidence is required or how applications are assessed. Questions about eligibility, document requirements, refusals or decision-making fall outside TLScontact’s role and sit with UK Visas and Immigration or a regulated immigration adviser.
3. Where TLScontact operates
TLScontact operates in selected overseas locations where it has been appointed by the Home Office as the visa application centre provider. Coverage is not fixed and should not be assumed based on historic arrangements. Applicants should always confirm the correct provider and portal for their location using the GOV.UK visa application centre finder.
Some locations use a different commercial partner. Applicants cannot choose between TLScontact and another provider, as the provider is assigned by location rather than preference. Attempting to use the wrong portal is a common cause of login failure and account access problems.
DavidsonMorris Strategic Insight
TLScontact is limited to the administration of visa application processing and has no influence whatsoever over visa outcomes or decision-making by UKVI. Its role is entirely administrative and it operates under a commercial contract with the Home Office, which means service arrangements can change over time.
If you are concerned about an issue with your application, to avoid unnecessary delay, make sure you’re contacting the appropriate organisation and taking effective action at the correct stage. Raising the wrong query with the wrong body is a waste of precious time.
Section B: What is a TLScontact Account?
A TLScontact account is required where an applicant is applying for a UK visa from outside the United Kingdom and TLScontact is the appointed visa application centre provider for the location where biometrics will be enrolled. After the visa application has been completed and paid for through GOV.UK, applicants are directed to the relevant commercial partner route for their country and city. Where TLScontact is the provider, registration of a TLScontact account is necessary to access the post-submission steps.
Without a TLScontact account, applicants cannot book their biometric appointment or access local services such as document upload, assisted scanning or courier return, where those services are available. The account links the applicant’s UKVI application reference to the specific country portal and enables the administrative steps required to progress the application locally.
1. Function of the TLScontact account
The TLScontact account provides access to the online dashboard used to manage biometric appointments and related administrative tasks. After submitting the visa application and paying the Home Office fee on GOV.UK, the applicant is routed to the relevant TLScontact portal and prompted to register an account. Registration requires basic personal details, an email address and the UKVI application reference number generated during the GOV.UK application.
Once the account is created, the applicant is required to verify their email address using a confirmation link sent by TLScontact. Until this verification step is completed, the account remains inactive and login access is blocked. After activation, the applicant can log in to book or amend appointments, upload documents where self-upload is enabled, view appointment instructions and receive system notifications.
The account remains active for the duration of the application and should be used for all interactions relating to the local visa application centre process. Services available through the dashboard vary by location and by visa category, depending on the permissions set by UK Visas and Immigration and the local service model.
2. Difference between TLScontact & GOV.UK accounts
The GOV.UK platform is used to complete and submit the UK visa application and to pay the relevant Home Office fees. It generates the UKVI application reference number and captures the information that UK Visas and Immigration uses to assess the application. This part of the process sits entirely within UKVI systems.
The TLScontact account is created after submission of the GOV.UK application and is used only to manage in-country administrative steps where TLScontact is the appointed provider. The two systems operate independently. TLScontact cannot access or amend information entered on GOV.UK, and GOV.UK does not provide access to appointment booking or visa application centre services.
The login credentials are separate. Applicants may use the same email address across both platforms if they wish, but passwords and accounts are not shared. Each system has its own registration, security checks and recovery processes.
3. Why both accounts are necessary
For overseas visa applications, the UK process is split across two stages handled by different systems. GOV.UK manages the application form, fee payment and creation of the UKVI reference. The commercial partner platform manages biometric enrolment and local handling steps that follow submission.
An applicant cannot complete the process using only one system. Without submitting and paying for the application on GOV.UK, there is no reference number to link to a TLScontact account. Without completing the TLScontact stage, biometrics cannot be enrolled and the application cannot progress to decision.
The two systems are linked through the UKVI reference number, but they do not merge into a single account. Applicants are expected to manage access to both platforms from submission through to passport return.
4. Why does TLScontact ask me to register after I have already applied?
Applicants often assume that completing the online application on GOV.UK automatically creates access to all later stages of the process. This is not the case. The TLScontact account is required because biometric enrolment and document handling are delivered through a separate system operated by the commercial partner in the country of application.
Registration on TLScontact allows the UKVI application reference to be connected to the local visa application centre. Until that connection is made and the account is verified, appointment booking and other in-country steps cannot be completed, even though the application itself has already been submitted.
DavidsonMorris Strategic Insight
Delays or errors at the TLScontact stage can prevent an otherwise valid application from moving forward, regardless of when the online form was submitted or paid for. So once you submit your visa application to the Home Office through the GOV.UK portal, you’re not yet home and dry. Your application can’t progress until a TLScontact account has been created and verified, and your biometric appointment has been booked and attended (assuming TLScontact is the appointed visa application centre provider in your country of application).
Section C: How to Access the TLScontact Login
After submitting a UK visa application and paying the relevant Home Office fee on GOV.UK, applicants applying from outside the UK need to complete further administrative steps through the appointed visa application centre provider for their location. Where TLScontact is that provider, access to the TLScontact login is required to manage biometric appointments and any post-submission services that apply in that country.
TLScontact operates separate portals for each country and, in some cases, for different cities within the same country. Login credentials work only on the portal where the account was originally registered. Using the wrong portal is one of the most common reasons applicants are unable to log in or cannot see their application after registering.
1. Locating the correct country-specific portal
Applicants are directed to the correct commercial partner route as part of the GOV.UK application journey. Where TLScontact is the appointed provider, the redirect takes the applicant to the TLScontact portal linked to the country and city selected during the visa application. That portal should be used to create the TLScontact account and to carry out all subsequent actions.
If the redirect step is missed or the applicant returns later, the most reliable way to locate the correct portal is to use the GOV.UK visa application centre finder at https://www.gov.uk/find-a-visa-application-centre. This routes applicants to the correct provider and booking page based on location. Searching for TLScontact directly online can lead to a different country’s portal, which will not recognise the account.
Accounts cannot be transferred between country portals. An account created for one location cannot be used to manage an application submitted for a different country, even where the applicant’s personal details are the same.
2. Connection between GOV.UK submission and TLScontact login access
Once the visa application is submitted on GOV.UK, the system generates a UKVI application reference number, commonly beginning with “GWF” for overseas applications. That reference is used to link the application to the post-submission steps handled by the commercial partner.
When registering a TLScontact account, applicants need to enter details that match the information submitted on GOV.UK, including full name, date of birth and the application reference number. Any discrepancy can prevent the application from being linked correctly, which may block appointment booking or access to other services.
Email verification is a mandatory step in the registration process. Until the verification link sent by TLScontact is activated, the account remains inactive and login access is not available. If the verification email is not received, applicants should check spam or junk folders and use the option to resend the link where available.
a. Why does TLScontact say it cannot find my application?
TLScontact will display an “application not found” message where it cannot link the visa application to the account being used. This most commonly happens when the applicant is logged into the wrong country portal or where the personal details entered during TLScontact registration do not match the information submitted on GOV.UK.
Differences in name order, date of birth format or use of a different email address can prevent the system from recognising the UKVI application reference. The application itself usually still exists on GOV.UK, but TLScontact will not display it unless the records align correctly. Creating a new account rarely resolves this issue and often introduces further delay.
b. Does each country use a different TLScontact login?
Yes. TLScontact operates separate systems for each country and, in some cases, for different cities. An account created for one country portal will not be recognised on another portal, even if the same email address and password are used.
This structure is designed to keep applications within the correct jurisdiction but is a frequent cause of login confusion. Applicants who search for TLScontact online rather than using the link provided after submitting their application often land on the wrong portal. Using the GOV.UK visa application centre finder reduces this risk.
3. New account access & returning users
Applicants using TLScontact for the first time in a particular country need to register a new account through that country’s portal and complete the email verification process. Once verified, they can log in and access the dashboard to manage appointments and other services.
Applicants who have previously applied from the same country may already have an existing TLScontact account. In that case, the same account can usually be reused, but the new UKVI application reference number needs to be added so that the new application appears in the dashboard. Reuse is possible only where the account was originally created on the same country portal.
Creating multiple accounts using the same personal details or email address can lead to system errors, missing applications or account lockout. Where login access fails, applicants should use the password recovery tools rather than registering again with the same email address.
DavidsonMorris Strategic Insight
Users are generally unfamiliar with these systems, so mistakes are common. TLScontact login problems are mostly down to the same issues: usually, people trying to login into the wrong portal for their country or inputting mismatched data in the different systems (preventing the application reference being linked correctly).
If you’re struggling to login, be systematic: don’t panic, take a step back, confirm the correct portal via GOV.UK and then cross-reference all the data you’re inputting against the gov.uk data you’ve already submitted in the original application.
What you want to avoid is setting up multiple accounts. TLScontact systems are not designed to handle or decipher duplicate accounts and can just mean further access issues and delays.
Section D: TLS Login Instructions
TLScontact login access is enabled only after GOV.UK has generated a UKVI application reference number and routed the application to the appointed commercial partner for the selected location.
After a UK visa application has been submitted and paid for through GOV.UK, applicants applying from outside the UK need to log in to the TLScontact portal linked to their country of application to complete the required in-country steps. These steps usually include booking a biometric appointment and, depending on the location, uploading supporting documents or selecting local services.
Login access is specific to the country portal where the account was created. Credentials will not work on a different TLScontact portal, even where the email address and password are correct. Attempting to log in through the wrong portal is one of the most common causes of access failure.
1. How to log in to a TLScontact account
To log in, applicants should access the TLScontact portal for the country and city where they intend to attend their biometric appointment. The correct portal is normally reached through the link provided at the end of the GOV.UK application journey or by using the GOV.UK visa application centre finder.
From the portal homepage, select the login option and enter the email address and password used during account registration. If the details are correct and the email address has been verified, the system will open the applicant dashboard. From there, appointments can be booked or amended, documents uploaded where the service is enabled and appointment instructions reviewed.
If login fails, the system will display an error message. Depending on the cause, applicants may be prompted to reset their password or complete email verification if the account has not yet been activated.
2. Credentials required to log in
Logging in requires the same email address and password that were used to create the TLScontact account. The system does not allow login using a phone number, UKVI application reference number or third-party sign-in services.
Passwords are case-sensitive. Applicants should check for typing errors, additional spaces or outdated auto-filled credentials stored in their browser. Continued access to the registered email address is important, as it is used for verification links, password resets and system notifications.
3. Email verification and account activation
New TLScontact accounts remain inactive until the email verification step has been completed. After registration, a confirmation email containing a verification link is sent to the registered email address. The account cannot be accessed until that link has been activated.
If the verification email is not received, applicants should check spam or junk folders. Some portals allow the verification email to be resent if the original link has expired. Failure to complete this step is a common reason applicants are unable to log in even where the correct credentials are entered.
4. Troubleshooting login issues
Most login problems arise from incorrect credentials, incomplete account activation or use of the wrong country portal. Applicants who rely on saved passwords should confirm that the stored details match the information originally registered.
If access is blocked, the “Forgot your password?” function should be used to request a reset. The reset link is sent to the registered email address and have to be activated to create a new password. Creating a new account with the same email address should be avoided, as duplicate profiles can prevent applications from appearing correctly in the dashboard.
If the issue relates to use of the wrong portal, applicants need to return to the TLScontact site for the country of application. An account created for one country will not be recognised on another portal.
Where login issues cannot be resolved using password recovery or verification tools, applicants should contact TLScontact through the enquiry form on their country portal. Requests should include the applicant’s full name, registered email address, UKVI application reference number and a clear description of the issue encountered.
5. Should I create a new TLScontact account if login fails?
Creating a new TLScontact account is rarely the correct response to login problems. In most cases, access issues relate to verification, credentials or portal mismatch rather than the absence of an account.
Multiple accounts linked to the same personal details can cause profile conflicts and delay appointment booking or document handling. Applicants should exhaust password recovery and verification options and confirm they are using the correct country portal before registering again.
DavidsonMorris Strategic Insight
The TLScontact login process should be relatively straightforward, but avoid being complacent with it. Users are often unfamiliar with these systems, so mistakes and access issues aren’t unusual. The onus is squarely on the applicant to complete each step correctly and on time. There’s no prompts or reminders to fix errors, and customer support is limited.
Section E: TLS Services After Login
After logging in to the TLScontact portal, applicants can complete the local administrative steps required to progress their UK visa application. These steps sit outside the GOV.UK application system and relate to biometric enrolment, document handling and appointment centre services in locations where TLScontact is the appointed provider.
The services available after login depend on the country and city of application and on the service model agreed between TLScontact and the Home Office. Applicants should rely on the options shown within their own dashboard, as not all services are offered in every location.
| TLScontact action | Mandatory or optional | Impact if missed |
| Create and verify a TLScontact account | Mandatory | Account access is blocked and biometric appointments cannot be booked, preventing the application from progressing. |
| Book and attend biometric appointment | Mandatory | Biometrics are not enrolled and the visa application cannot move forward to decision. |
| Upload supporting documents where self-upload is required | Mandatory (where applicable) | Documents may not be considered by UKVI, or the appointment may not proceed as expected, causing delay. |
| Bring documents for assisted scanning where self-upload is not available | Mandatory (where applicable) | Failure to present documents can result in incomplete submission and further appointments or delay. |
| Select courier return of documents | Optional | No impact on the visa decision or processing, aside from how documents are returned. |
| Use premium lounge or convenience services | Optional | No impact on application outcome or speed, but may increase cost. |
| SMS or email status notifications | Optional | No impact on processing, as these relate only to logistics updates. |
1. Booking & managing biometric appointments
Booking a biometric appointment is the primary function of the TLScontact account. Once the account is active, applicants can view available appointment slots at the relevant visa application centre and select a date and time. Appointment confirmations and attendance instructions are issued through the portal and by email.
Applicants may be able to reschedule appointments through the dashboard, subject to local rules and availability. Some centres restrict changes within a set period before the appointment. Where an appointment is missed, applicants are usually required to rebook through the portal. Depending on the location, additional fees may apply or appointment availability may be limited.
2. Uploading or submitting supporting documents
In some locations, UK Visas and Immigration permits applicants to upload supporting documents directly through the TLScontact portal. Where self-upload is available, the option appears in the dashboard after login and may require an appointment to be booked first.
Applicants are responsible for ensuring that uploaded documents meet UKVI requirements for format, size and content. TLScontact does not review documents for accuracy or completeness and does not confirm whether the evidence provided is sufficient for the visa application.
In locations where self-upload is not enabled, applicants are required to bring their documents to the biometric appointment for scanning. Assisted scanning may be included as part of the standard service or offered as a paid option. The applicable process is confirmed during booking.
3. Optional services offered by TLScontact
Some TLScontact centres offer optional paid services intended to improve convenience or comfort during the appointment process. These may include courier return of documents, premium lounge access, assisted scanning, SMS notifications or on-site printing services.
Optional services are not required to complete the visa application and do not affect how long the application takes to be decided or the outcome of the application. Priority and super priority processing options, where available, are selected during the GOV.UK application stage and cannot be added or upgraded through TLScontact after submission.
4. Application handling & status updates
After the biometric appointment has been attended, the TLScontact dashboard may display limited status updates relating to document handling and passport movement. These updates may confirm that biometrics have been enrolled, that documents have been forwarded to UK Visas and Immigration or that a passport is ready for collection or dispatch.
The information shown through the TLScontact portal is administrative only. It does not include details of the visa decision, reasons for refusal or assessment progress. TLScontact does not receive decision content and cannot provide updates beyond the logistical stages reflected in the dashboard.
DavidsonMorris Strategic Insight
Be clear about which TLScontact services are mandatory (document upload rules or appointment steps that directly affect whether the application can progress) and which are optional. You obviously want to avoid missing the required actions that directly affect whether the application can progress, and you don’t want to be paying for any unnecessary spend.
It’s also important to understand what TLScontact status updates do and do not show. Updates displayed in the TLScontact portal don’t reflect the status or progress of the visa application itself. They only relate to logistics. The TLScontact dashboard really is only a task list. It’s not a case progress tracker. Once you have enrolled your biometrics and submitted your documents, any substantive progress will only take place within UKVI systems, which is frustratingly outside your visibility.
Section F: Common TLScontact Login Problems
Applicants sometimes encounter difficulties when attempting to access their TLScontact account. These issues are usually procedural rather than system-wide technical failures. In most cases, login problems arise because the account has not been fully activated, the wrong country portal is being used or the registered credentials are no longer accessible.
Login failures at this stage can delay biometric enrolment and, in turn, delay the overall visa application timeline. For that reason, access issues should be addressed promptly and methodically rather than by creating duplicate accounts.
| Issue shown on screen | Most common cause | What to check first |
| “Application not found” or no application visible | Logged into the wrong country portal or mismatched personal details between GOV.UK and TLScontact | Confirm the correct country portal via GOV.UK and check name, date of birth and application reference number match exactly |
| Unable to log in despite correct email and password | Email verification not completed or verification link expired | Check spam or junk folders and resend the verification email where available |
| Password reset not working | Password reset attempted on the wrong country portal | Repeat the reset on the same country portal where the account was originally created |
| Account exists but appointment booking unavailable | Application reference not linked or mandatory steps incomplete | Confirm the correct UKVI application reference has been added and all required steps are completed |
| Repeated login errors or account blocked | Multiple failed login attempts or duplicate accounts | Stop further attempts, avoid creating new accounts and contact TLScontact support with full account details |
1. Forgotten password or loss of access to the registered email
The most common login issue is a forgotten password. The TLScontact login page includes a “Forgot your password?” option, which sends a reset link to the email address used during registration. The link needs to be opened to set a new password before access is restored.
Password recovery works only through the same country portal where the account was created. Attempting to reset a password on a different country’s TLScontact site will not locate the account, even where the email address is correct.
If the applicant no longer has access to the registered email address, recovery becomes more difficult. TLScontact does not allow login or recovery using a UKVI application reference number or identity documents alone. In this situation, applicants should contact TLScontact support through the enquiry form on the relevant country portal and avoid creating a new account unless advised to do so.
2. Email verification not completed
A newly created TLScontact account remains inactive until the email verification step has been completed. Applicants who attempt to log in without activating the verification link will be blocked, even where the correct email address and password are entered.
Verification emails may be filtered into spam or junk folders. Some portals allow the verification email to be resent if the original link has expired. Until verification is completed, appointment booking and access to the dashboard are not available.
3. Using the wrong country portal
TLScontact accounts are recognised only on the country portal where they were registered. Attempting to log in through a different portal is a common cause of “account not found” or “application not visible” messages.
This issue often arises where applicants search for TLScontact online and land on a different country’s page. The correct portal should be accessed using the link provided at the end of the GOV.UK application journey or by routing through the GOV.UK visa application centre finder.
4. Should I create a new TLScontact account if login fails?
Creating a new TLScontact account is rarely the correct response to login problems. In most cases, access issues relate to incomplete verification, incorrect credentials or portal mismatch rather than the absence of an account.
Multiple accounts linked to the same personal details can create profile conflicts that prevent applications from appearing in the dashboard or delay appointment booking. Applicants should use password recovery and verification tools and confirm they are accessing the correct country portal before attempting to register again.
5. Duplicate accounts and profile conflicts
Duplicate accounts can arise where an applicant registers more than once using the same email address or personal details. These duplicates can cause system conflicts, particularly where multiple profiles attempt to link to the same UKVI application reference.
Where duplicate accounts exist, TLScontact support may need to intervene to resolve the conflict. This can take time and may delay appointment booking or document handling. Avoiding duplicate registration is therefore important.
6. When and how to contact TLScontact support
If login issues cannot be resolved using password recovery, email verification or portal checks, applicants should contact TLScontact through the enquiry or help section of the relevant country portal. Support availability and response times vary by location.
Support requests should include the applicant’s full name as registered, the email address used for the account, the UKVI application reference number and a clear description of the problem encountered. TLScontact support can assist with account access, appointments and portal-related issues but cannot advise on visa eligibility, evidence requirements or application decisions.
Note that TLScontact support cannot amend information submitted on GOV.UK or override UKVI system logic.
DavidsonMorris Strategic Insight
In a lot of cases, relying on support intervention isn’t actually the most effective way to resolve access or portal issues because TLScontact support is limited. Their customer-facing teams are operating in narrow parameters and they can’t override system logic or correct wider or structural issues within the platform.
It’s also important to understand that raising a support request won’t pause processing or protect your timeline. Application deadlines and appointment availability will continue to run regardless of where you’re TLScontact account is up to. So waiting for TLScontact to respond is probably going to lead to delays and knock-on consequences.
Section G: TLScontact or GOV.UK?
UK visa applications made from outside the United Kingdom are handled across two separate platforms that perform different functions. GOV.UK is the official Home Office platform used to submit the visa application and pay the relevant fee. TLScontact is a commercial partner appointed in certain locations to manage the local administrative steps that follow submission. Where TLScontact is the appointed provider, both platforms are required, but they are not interchangeable.
Confusion between GOV.UK and TLScontact is common and is a frequent cause of missed appointments, login failures and avoidable delays. Each platform has a defined role within the process and should be used only for the tasks it is designed to handle.
| Platform | Used for | What it cannot do |
| GOV.UK | Complete and submit the visa application, pay the Home Office fee, receive the UKVI application reference number and follow UKVI-led application steps where applicable. | Book biometric appointments overseas, manage visa application centre services, upload documents through TLScontact portals or resolve visa application centre login issues. |
| TLScontact | Book and manage biometric appointments, complete local visa application centre steps, upload documents where self-upload is enabled and select optional appointment centre services where available. | Submit or amend the visa application form, take Home Office fees, advise on eligibility or evidence requirements or provide visa decision outcomes or reasoning. |
1. Tasks completed on GOV.UK
GOV.UK is used to complete and submit the UK visa application. Applicants enter their personal details, select the visa route, answer route-specific questions and pay the Home Office application fee. Once submitted, the system generates a UKVI application reference number, typically beginning with “GWF” for overseas applications.
Any action relating to the visa application itself, such as correcting errors, withdrawing an application or responding to a refusal, sits with UK Visas and Immigration and follows Home Office procedures. GOV.UK does not provide access to biometric appointment booking or visa application centre services for overseas applicants.
2. Tasks completed through TLScontact
After the GOV.UK application has been submitted and paid for, applicants are routed to the appointed visa application centre provider for their location. Where TLScontact is that provider, applicants register a TLScontact account to complete the in-country administrative steps.
These steps include booking and attending the biometric appointment, uploading supporting documents where self-upload is enabled and selecting any local services offered at the visa application centre. TLScontact also issues appointment confirmations and administrative notifications linked to the appointment process.
TLScontact cannot be used to amend the visa application form, change the visa route selected on GOV.UK or provide information about application assessment or decision outcomes.
3. Why the platforms are not interchangeable
GOV.UK and TLScontact operate under different legal and operational frameworks. GOV.UK is the Home Office system used to collect application data and fees and to support decision-making by UK Visas and Immigration. TLScontact is a commercial service provider delivering local administrative services under contract.
An application cannot progress to decision unless both stages are completed. Submitting the application on GOV.UK without completing the TLScontact stage means biometrics are not enrolled. Attempting to manage appointments or documents through TLScontact without first submitting the GOV.UK application is not possible, as there is no application reference to link.
Each platform has its own login credentials and support channels. Information entered on one platform does not update the other, and neither system can be used to perform tasks allocated to the other.
4. Employer considerations where TLScontact access is delayed
Employers cannot intervene in TLScontact access issues and do not have visibility of the applicant’s TLScontact dashboard. However, for employers, delays at the TLScontact stage can still have direct operational and compliance consequences. Where a visa applicant cannot access the correct portal, verify their account or book a biometric appointment on time, the overall application timeline can slip, affecting planned start dates and workforce planning.
In sponsored work routes, delays at this stage can create right to work risks if employment is scheduled to begin before permission is granted.
Employers do not have access to the TLScontact account and often become aware of issues only once timelines are already under pressure. Early confirmation that applicants have successfully logged in, completed verification and booked their appointment is therefore a practical risk-management step.
Administrative delays at the commercial partner stage do not reflect a problem with the underlying visa application, but they can still impact an otherwise compliant case if not identified early.
DavidsonMorris Strategic Insight
While we talk about a UK visa application as a single process, behind the scenes, the Home Office has divided responsibilities across multiple systems and service providers. TLScontact is only part of that outsourced administrative model, handling only a defined part of the overall process.
This means that no one platform can give a complete picture or control of your application. So while GOV.UK governs the eligibility, application submission and decision-making aspects, TLScontact is responsible for determining whether the application can physically move forward. So you need to be tracking both systems, proactively, for the most holistic view.
Section H: Security & Data Protection
Applicants using the TLScontact platform are required to provide personal information as part of the visa application centre process. This includes account registration details, supporting documents uploaded through the portal and biometric information collected at the appointment. TLScontact processes this information as part of its contractual role in supporting UK visa applications in locations where it has been appointed as the commercial partner.
Data handling through TLScontact operates alongside UK Visas and Immigration systems and is governed by UK data protection law together with the specific contractual and operational arrangements in place between the Home Office and the service provider. Applicants should understand how their data is used, where responsibility sits and what safeguards apply.
1. How TLScontact handles account and application data
When a TLScontact account is created, applicants register an email address, set a password and complete email verification. Access to the account is protected by login credentials and session controls designed to prevent unauthorised access. Repeated failed login attempts may result in temporary access restrictions.
Where document upload is enabled, files are transmitted through the TLScontact platform to support the visa application process. TLScontact provides the technical infrastructure for appointment booking and document handling but does not review document content or assess whether evidence meets UKVI requirements.
Applicants remain responsible for protecting their login details. Accessing the portal from shared or public devices, saving passwords in unsecured browsers or sharing credentials with third parties increases the risk of unauthorised access and data compromise.
2. UK GDPR and privacy notices
TLScontact acts as a data processor in the context of UK visa applications and is subject to the UK General Data Protection Regulation and the Data Protection Act 2018 in respect of personal data processed on behalf of the Home Office. The specific purposes for which data is collected, how it is stored and how long it is retained are set out in the privacy notice published on each country-specific TLScontact portal.
Applicants should review the privacy notice for the portal they are using, as operational details can vary by location. The notice explains what personal data is collected, how it is used, how applicants can exercise data protection rights and how queries or complaints about data handling can be raised.
3. Importance of matching data across GOV.UK and TLScontact
Personal details entered during TLScontact registration should match the information submitted on GOV.UK, including name, date of birth and the UKVI application reference number. Accurate matching allows the two systems to link the application correctly and enables access to appointment booking and document-handling services.
Discrepancies between the data held on GOV.UK and the data entered on the TLScontact portal can prevent the application from appearing in the dashboard or block access to required services. TLScontact cannot amend information submitted through GOV.UK. Where an error has been made in the visa application, the applicant needs to follow the relevant UKVI process to address it.
DavidsonMorris Strategic Insight
I can’t stress enough the importance of double checking the information you input into both the GOV.UK and TLScontact systems. The data has to match across the systems to link up correctly. If there are mistakes, or typos or mismatched details, you’ll have problems if the systems can’t connect.
Despite how fundamental this issue is, errors usually can’t be corrected later, so the accuracy of your initial data entry is absolutely critical.
Section I: Summary
TLScontact login is part of the overseas UK visa application process in locations where TLScontact has been appointed as the visa application centre provider. It comes after submission of the visa application on GOV.UK and is used to complete key administrative steps including biometric enrolment, document handling and appointment centre services.
Access to TLScontact is location-specific. Each country operates a separate portal and accounts cannot be used across different systems. Applicants cannot log in until the GOV.UK application has been submitted and paid for and the TLScontact account email has been verified.
TLScontact does not assess visa applications or make immigration decisions, but delays at this stage can affect overall processing timelines.
Section J: Need Assistance?
Problems accessing a TLScontact account often arise at a time when visa application timelines are already tight. While many issues can be resolved by confirming the correct country portal or completing email verification, some cases can involve more complicated problems.
If you are unsure whether a login issue is purely administrative or whether it risks delaying or undermining your visa application, taking early advice can prevent a minor problem from escalating into a missed appointment or lost time. This is particularly important where employment start dates, travel plans or sponsorship arrangements depend on the application progressing without delay.
We offer fixed-fee telephone consultations for visa applicants, including advice on when to contact TLScontact, when to escalate matters through UKVI channels and when remedial action is required.
Section K: Glossary
| Term | Definition |
| GOV.UK | The official UK government website used to complete and submit a UK visa application, pay the relevant Home Office fees and receive the UKVI application reference number. |
| TLScontact | A commercial partner appointed by the Home Office in certain overseas locations to deliver visa application centre services such as biometric appointments and administrative document handling. |
| UKVI | UK Visas and Immigration, the Home Office department responsible for administering the UK immigration system and making decisions on visa applications. |
| Visa application centre | An overseas centre where visa applicants attend to enrol biometrics and complete local administrative steps required to progress a UK visa application. |
| Biometric appointment | An appointment where an applicant provides fingerprints and a digital photograph as part of the visa application process. |
| Application reference number | A unique identifier generated after a visa application is submitted on GOV.UK, commonly beginning with “GWF” for overseas applications. |
| Country portal | The TLScontact website instance linked to a specific country and, in some cases, a specific city. Accounts are recognised only on the portal where they were created. |
| Email verification | The account activation step where the applicant confirms their email address by clicking a verification link sent during TLScontact registration. |
| Self-upload | A document submission option that allows applicants to upload supporting evidence through the TLScontact portal where this service is enabled for the location and application type. |
| Assisted scanning | A service where supporting documents are scanned at the visa application centre rather than uploaded by the applicant in advance, depending on local arrangements. |
| Optional services | Paid services offered at some centres, such as courier return, premium lounge access, SMS notifications or printing, which do not affect the visa decision. |
| UK GDPR | The UK General Data Protection Regulation, which sits alongside the Data Protection Act 2018 and governs how personal data should be processed and protected in the UK. |
Section L: Additional Resources & Links
| Resource | Description | Link |
| Apply for a UK visa | Official GOV.UK portal to complete and submit a UK visa application and pay the Home Office application fee. | https://www.gov.uk/apply-to-come-to-the-uk |
| Find a visa application centre | GOV.UK tool to identify the appointed visa application centre provider and booking route based on country and city of application. | https://www.gov.uk/find-a-visa-application-centre |
| Contact UK Visas and Immigration | Official guidance on how to contact UKVI inside and outside the UK for visa-related queries. | https://www.gov.uk/contact-ukvi-inside-outside-uk |
| View and prove your immigration status | GOV.UK service for checking and sharing UK immigration status once a visa has been granted. | https://www.gov.uk/view-prove-immigration-status |
| UKVCAS (applications made inside the UK) | Biometric enrolment and document upload service for in-country visa and settlement applications, which operates separately from overseas TLScontact portals. | https://www.ukvcas.co.uk/ |
| TLScontact | Homepage for TLScontact, used to access country-specific visa application centre portals where TLScontact is the appointed provider. | https://www.tlscontact.com/ |
