UK Visas and Immigration (UKVI) is part of the Home Office and is responsible for making decisions about who can come to the UK, remain in the country and under what conditions. It manages the UK’s visa, settlement and citizenship programmes and oversees asylum claims.
People search for UKVI contact details for support with a range of issues. UKVI offers several ways to get in touch, including telephone lines for callers in the UK and overseas, email and paid enquiry forms, an online live-chat service for digital status queries and dedicated helplines for sponsors and EU Settlement Scheme applicants.
However, UKVI is clear that the support it provides is limited. It cannot offer legal advice or tell individuals which immigration route to apply under. In many cases, individuals may need to seek professional advice tailored to their specific circumstances.
This guide to UKVI contact support is intended for visa applicants and their families, employers and sponsors, legal representatives and advisers, EU citizens with status under the EU Settlement Scheme and anyone using the family or work visa routes.
Section A: What is UKVI?
UKVI stands for UK Visas and Immigration. It is a directorate of the Home Office responsible for managing the UK’s visa system, permanent settlement (indefinite leave to remain), citizenship applications and asylum claims. UKVI also runs schemes that allow employers and educational institutions to sponsor foreign workers and students.
Decisions about whether to grant or refuse a visa or an extension rest with UKVI caseworkers, although biometrics and document submissions are often handled through commercial partners such as TLScontact and VFS Global.
In 2025, UKVI replaced physical proof of status, such as BRP cards, with digital eVisas; this new system is managed through an online UKVI account.
Section B: When should you contact UKVI?
People contact UKVI for a wide range of reasons. Their visa application may be taking longer than the standard processing time, they may have a problem with a BRP card or eVisa, they may be looking for clarification on eligibility or supporting documents or they may be having difficulty using the online application portal.
While many of these concerns are understandable and often time-sensitive, it is important to understand that UKVI provides only limited support through its contact channels. The Home Office clearly states that individuals should not contact UKVI for general progress updates if their application is still within the published service standard, and that UKVI staff cannot provide legal advice or comment on the likelihood of a successful outcome.
1. What UKVI can help with
UKVI can assist with certain practical issues relating to visa and immigration applications. These include:
- Reporting technical faults with the online application system or UKVI account
- Requesting help if an application is outside the standard processing time and there has been no update
- Obtaining support to access, correct or update digital immigration status, including recovering access to a UKVI account
- Receiving general guidance about processes and next steps, including contact information for visa application centres
- Directing applicants to the correct GOV.UK forms, tools and official resources
UKVI also operates specialist helplines for groups such as EU Settlement Scheme applicants, asylum seekers, and licensed sponsors. In cases where a BRP has not arrived within the stated timeframe or there is an error in an eVisa, UKVI may be able to help resolve the issue.
2. What UKVI cannot help with
There are strict limits on what UKVI staff can discuss. UKVI cannot:
- Provide immigration advice or recommend which visa or route an individual should apply for
- Offer a legal interpretation of the immigration rules or advise on how to meet specific requirements
- Confirm when a decision will be made or offer updates for applications still within standard processing times
- Intervene in or overturn a decision already made by a caseworker
- Assist with appeals, administrative reviews or judicial review processes
- Review or prioritise applications unless they meet the criteria for a formal request for expedition
For case-specific advice, especially where the application is complex, has been refused or involves multiple routes, individuals are advised to seek assistance from a regulated immigration adviser or solicitor authorised by the OISC or SRA.
The contact centre is not a substitute for legal representation, and its staff cannot provide individualised guidance. For eligibility questions, applicants should use the official Check if you need a UK visa tool, and for most routine issues, they should first consult the relevant GOV.UK guidance pages.
If a problem cannot be resolved through these resources and professional advice is not available, individuals may contact UKVI for general information, provided they have the relevant reference numbers and have ensured that their issue falls within the scope of UKVI’s public-facing services.
Section C: UKVI contact numbers
Different UKVI contact numbers are available depending on whether you are calling from inside or outside the UK, and some helplines are specific to particular schemes or groups such as asylum seekers or EU Settlement Scheme applicants.
Although phone support can answer basic questions, it is limited in what information it can provide and cannot offer updates on most ongoing applications.
1. General enquiry lines
Inside the UK you can call 0300 790 6268. An alternative number for people who cannot dial 0300 numbers is 020 3875 4669. These numbers are answered Monday–Thursday from 09:00 to 16:45 and Friday 09:00 to 16:30. When calling from outside the UK the number is +44 (0) 203 080 0010; the same alternative number (020 3875 4669) can be used. The overseas line operates Monday–Friday 08:00 to 20:00 and weekends 09:30 to 16:30. Staff on these lines cannot tell you if your application will be successful or when you will receive a decision.
2. Specialist helplines
There are dedicated numbers for certain schemes. People applying under the EU Settlement Scheme can call 0300 123 7379. Asylum seekers can contact 0808 801 0503 for support. Sponsors and education providers have a separate sponsorship, employer and education helpline on 0300 123 4699, open Monday to Friday 09:00 to 16:00. After biometric submission, applicants can obtain progress updates by calling the main Home Office number and selecting the relevant option; for out‑of‑country applications the helpline is available 24 hours Monday–Friday and charges 69p per minute plus network fees.
3. Languages and accessibility
UKVI offers phone support in several languages. The Immigration Advice Service lists scheduled language support slots: Arabic (05:00–13:00 Sunday–Thursday), Cantonese (01:00–09:00 Monday–Friday), French (09:00–17:00 Monday–Friday), Hindi (04:00–12:00 Monday–Friday), Mandarin (01:00–09:00 Monday–Friday), Russian (06:00–14:00 Monday–Friday) and Spanish (13:00–01:00 Monday–Friday). Call charges vary: inside the UK, calls to 030 numbers cost up to 10p per minute from landlines and 30–40p from mobiles; 02 numbers cost around 16p per minute from landlines and 30–65p from mobiles; 0800 and 0808 numbers are free. If you call from outside the UK you pay £0.69 per minute for the international helpline and £2.74 for each email query.
4. Information to prepare
Prepare your reference numbers, such as the Global Web Form (GWF) number, Home Office reference, passport details and date of birth before calling. The call handler will ask questions to verify your identity and cannot discuss another person’s application without consent. Phone support is for basic information; it cannot change the outcome of an application and may not assist if you have not yet passed the standard processing time. Callers should be aware that the service can be busy and waiting times may be long.
Section D: UKVI online contact forms
UKVI operates online enquiry forms for applicants outside the UK. The paid email service at ukvi.mysecurepay.co.uk allows you to submit a general enquiry and costs £2.74 per query.
To use it, select “Start”, choose “General Enquiry”, enter your details (including your GWF reference number, full name, date of birth and nationality), describe your question and pay the fee. The £2.74 charge covers follow‑up emails, and UKVI aims to respond within five working days.
If you are in the UK and need technical support with your online application or UKVI account, you can email the UKVI online support team at ApplyOnlineE‑Support@homeoffice.gov.uk. Include your name, details of the problem and, if possible, screenshots; according to the Immigration Advice Service, replies are usually sent within one working day.
The online contact forms ask for personal identifiers (GWF number, passport number or Home Office reference) to verify your identity. Do not attach supporting documents or raise complaints through these forms; complaints must be made through the dedicated procedure described later. Sending multiple enquiries about the same issue can delay the response as all messages are answered in the order received.
Section E: Other ways to get help
For users who cannot or prefer not to call, UKVI offers a range of alternative support channels, including webchat services, technical support by email and in-person biometric services through third-party application centres.
Digital tools like the UKVI account and share code generator allow individuals to view and share their immigration status online.
Sponsors and legal representatives also have access to dedicated support teams for licensing and sponsorship matters.
1. Webchat and the UKVI Resolution Centre
Applicants with an eVisa or UKVI account can ask questions through the eVisa webchat service. A digital assistant answers questions about your UKVI account, accessing or sharing your immigration status and getting help videos. The webchat opens in a separate window and you can request to speak to a UKVI adviser during opening hours. The service cannot provide updates on eVisa requests, correct errors on your eVisa or answer visa application questions. Before using the webchat you should read the eVisa guidance or watch support videos.
If the digital assistant cannot help, the adviser will usually suggest contacting the Resolution Centre.
The UKVI Resolution Centre assists with UKVI account problems, helps people recover access to their online status and can verify a person’s immigration status through alternative means. The Royal College of Art notes that you can contact the Resolution Centre by calling 0300 790 6268 and selecting option 3 or via the webchat tool. The UK Council for International Student Affairs states that the Resolution Centre operates 08:00–20:00 Monday–Friday and 09:30–16:30 at weekends.
2. “View and Prove” tool and UKVI account
UKVI now issues digital immigration status records. The view and prove your immigration status service lets you view your eVisa, see your rights to work or rent and generate a share code for employers, landlords or airlines. You simply sign into your UKVI account using your passport or identity document (or an expired BRP/BRC) and your registered mobile or email. A share code lasts 90 days and can be reused. If the eVisa is wrong, for example it shows an incorrect date of birth, you can use the report an error form; if you cannot access your account, you can use the recover your UKVI account tool.
3. Visa application centres and service points
Applicants outside the UK usually provide biometrics at Visa Application Centres (VACs) managed by UKVI’s commercial partners TLScontact and VFS Global. VFS Global manages administrative tasks for UK visa applications and does not make decisions; it operates more than 3,000 centres worldwide. After submitting your online application, you book an appointment at a VAC to provide fingerprints and a digital photo; appointments must be attended in person. To find a centre and book appointments, use the search tool on the VFS or TLScontact website. Within the UK, biometrics and document submission are arranged through UKVCAS service points. There is no separate phone number for UKVCAS; if you need to speak to someone about your appointment, you must call the Home Office contact number 0300 790 6268.
4. Support for legal representatives and sponsors
Sponsors who manage a sponsor licence or sponsor management system (SMS) can contact the UKVI Business Helpdesk by telephone or email. The Home Office lists the sponsorship, employer and education helpline on 0300 123 4699 Monday–Friday 09:00–16:00 and provides a businesshelpdesk email address. The SMS is the online system through which licensed employers assign Certificates of Sponsorship, report changes and update licence details. Sponsors should use the SMS portal for routine tasks; the helpline is intended for technical issues or policy questions and does not override the licensing decisions made by UKVI.
Section F: Escalating or complaining to UKVI
Complaints should be made when you believe UKVI has provided a poor service or an official has behaved unprofessionally; they should not be used to request a general update or challenge a decision.
The Home Office complaints process requires you to submit a complaint within three months of the incident. UKVI aims to respond within 20 working days, but complex cases or allegations of serious misconduct can take up to 12 weeks.
To complain, use the online complaint form on GOV.UK and provide your reference numbers. If UKVI’s response is unsatisfactory, you can ask your Member of Parliament to raise the matter with UKVI. MPs can prompt UKVI to review a case, and if that fails, your MP can refer the matter to the Parliamentary and Health Service Ombudsman.
Judicial review remains a last resort for unlawful delays or decisions; this involves sending a pre‑action protocol letter and, if necessary, court proceedings, which can be expensive and time‑consuming.
Section G: Do I need professional help?
UKVI contact services are designed to assist with technical problems, general information and basic queries. However, they do not provide tailored immigration advice or recommendations on which visa to apply for. Caseworkers and call centre staff cannot offer legal guidance, explain refusal reasons or help you build your application.
If your circumstances are complex, you have a previous refusal, or you are unsure which route to use, it may be appropriate to seek professional immigration advice. Regulated advisers and solicitors can help interpret the immigration rules, assess your eligibility, prepare your application, and act on your behalf in dealings with UKVI. They can also advise on administrative reviews or judicial challenges where a decision is incorrect or unlawful.
While simple applications may not require legal support, those involving family reunions, long residence, sponsor compliance, or previous visa history issues often benefit from professional guidance. UKVI staff cannot intervene in legal matters or correct strategic errors once an application has been submitted.
Section H: Summary
UKVI offers several ways for individuals and organisations to get in touch, depending on the nature of the enquiry. General queries can be made by phone from both inside and outside the UK, although staff cannot provide updates on pending applications within standard processing times. There are also dedicated helplines for sponsors, asylum seekers and EU Settlement Scheme applicants.
Online support includes a paid email enquiry form for users outside the UK and a free email option for technical issues with UKVI accounts or applications submitted from within the UK. Webchat is available for users with eVisas who need help accessing or sharing their digital status. The Resolution Centre assists with account recovery and identity verification for digital immigration status holders.
Visa applicants may also interact with TLScontact or VFS Global for biometric appointments, while UKVCAS handles document uploads and biometrics inside the UK. Sponsors and legal representatives can use the SMS and Business Helpdesk for technical and policy-related support.
Complaints about poor service can be made using the official Home Office complaints process. These must be submitted within three months and may be escalated through an MP or, in some cases, through judicial review.
Applicants and sponsors should prepare relevant reference numbers before contacting UKVI and are encouraged to use GOV.UK tools and guidance as a first step before reaching out directly.
Section I: FAQs
How long does UKVI take to respond to online forms?
If you use the paid email enquiry service, UKVI aims to reply within five working days. The free online support email within the UK usually responds within one working day.
Can I call UKVI to get an update on my visa?
You can telephone the contact centre; however, staff cannot give you a decision or estimate and they will not discuss applications that are still within the published processing times. For applications lodged outside the UK, you may call the international helpline, but be aware that it costs 69p per minute.
How do I change my contact details with UKVI?
If you have an eVisa, sign in to your UKVI account to update your name, address, phone number, nationality or photograph. If you do not yet have an eVisa, you can use the change of circumstances form on GOV.UK; after you register for an eVisa the changes will show on your online status. Sponsors can update their company or representative details through the SMS portal.
What if I can’t get through on the phone?
The UKVI contact centre can be busy and you may have to wait. If you cannot get through, try calling at different times or use an alternative contact method. You can submit a paid email enquiry online, ask a question through the eVisa webchat if it relates to your UKVI account, or seek help from your local Citizens Advice service. Where there has been a significant delay beyond the service standard and repeated enquiries have failed, consider contacting your MP for assistance.
Section J: Glossary
| Term | Definition |
|---|---|
| UKVI | UK Visas and Immigration, a directorate of the Home Office responsible for visa, settlement, citizenship and asylum decisions |
| Home Office | The UK government department responsible for immigration, security and law and order |
| BRP | Biometric Residence Permit, a physical card showing immigration status, now being replaced by eVisas |
| eVisa | A digital immigration status record used instead of physical documents such as BRPs |
| GWF number | Global Web Form number assigned to a UK visa application |
| VAC | Visa Application Centre, where applicants outside the UK provide biometrics and documents |
| UKVCAS | UK Visa and Citizenship Application Services, the provider that handles in-country biometric appointments and uploads |
| SMS | Sponsor Management System used by licensed UK sponsors to manage sponsorship and report changes |
| Resolution Centre | A UKVI service team that helps users recover access to their UKVI account or verify digital status |
| Share code | A time-limited code that allows others to view a person’s immigration status using the View and Prove service |
| MP | Member of Parliament who can raise individual immigration concerns with UKVI on a constituent’s behalf |
Section K: Additional Resources and Links
| Resource | Description | Link |
|---|---|---|
| UKVI Contact Page | Official contact information for UK Visas and Immigration, including phone numbers and online forms | gov.uk/contact-ukvi |
| Check if You Need a UK Visa | Online tool to find out if you need a visa and what type to apply for | gov.uk/check-uk-visa |
| eVisa Webchat and Help | Digital assistant and live chat support for eVisa and UKVI account users | gov.uk/view-prove-immigration-status |
| Submit a Paid Enquiry | UKVI paid email enquiry form for users outside the UK | ukvi.mysecurepay.co.uk |
| Home Office Complaints Procedure | Official process for raising a complaint about UKVI service | gov.uk/…/complaints-procedure |
| Find a Visa Application Centre | Search tool for locating VACs managed by VFS Global or TLScontact | gov.uk/find-a-visa-application-centre |
| Change of Circumstances Form | Form for reporting changes if you do not yet have an eVisa | gov.uk/change-circumstances-visa-brp |
Author
Founder and Managing Director Anne Morris is a fully qualified solicitor and trusted adviser to large corporates through to SMEs, providing strategic immigration and global mobility advice to support employers with UK operations to meet their workforce needs through corporate immigration.
She is a recognised by Legal 500 and Chambers as a legal expert and delivers Board-level advice on business migration and compliance risk management as well as overseeing the firm’s development of new client propositions and delivery of cost and time efficient processing of applications.
Anne is an active public speaker, immigration commentator, and immigration policy contributor and regularly hosts training sessions for employers and HR professionals
