Felsökning av ETA-ansökan i Storbritannien: Åtgärda de vanligaste felen

Every week, thousands of travellers encounter ETA troubleshooting errors when applying for UK entry authorisation. Furthermore, the rate of rejected submissions climbed by 11 per cent in the first quarter of 2026 as new nationalities entered the scheme. However, most of the errors are minor, technical or caused by data mismatches that applicants can resolve quickly. Indeed, the Home Office’s own dashboard shows that 84 per cent of applicants pass at the first attempt when they prepare correctly. Consequently, this guide explains the top ETA troubleshooting errors seen in 2026 and the exact fix for each.

Why ETA troubleshooting errors spike during busy periods

Demand peaks around school holidays, large conferences and major sports fixtures. Moreover, the Home Office adds new eligible nationalities gradually, so first-time applicants unfamiliar with the system feed the error rate. Therefore, understanding common mistakes in advance helps travellers avoid wasted fees and delayed boarding. Additionally, the UK ETA mobile app pushes frequent updates, and each release changes a few screens, which confuses returning applicants. See our UK ETA översiktsguide for the baseline process before you troubleshoot.

Läs även: Hur man ansöker om UK ETA online 2026

Consequently, the best strategy is preparation. Firstly, use a recent passport-style face photograph taken within the past six months. Secondly, keep the passport open at the biographic page under even lighting. Thirdly, confirm your card details with the issuing bank. Furthermore, a stable internet connection and the latest app version solve two-thirds of reported problems. Indeed, according to UK Government guidance on applying for an ETA, preparation cuts rejections dramatically.

ETA troubleshooting errors during the photo upload

Photo failures remain the single biggest category. However, each one has a clear fix. Moreover, the app runs three automated checks: face alignment, lighting balance and background uniformity. Therefore, a blurry image, glare from spectacles or a patterned wall triggers the same rejection message.

• Error “Face not detected”: ensure your eyes are open, look directly at the camera and remove sunglasses. Furthermore, remove headwear unless worn for religious reasons.
• Error “Background not acceptable”: stand one metre from a plain wall in daylight.
• Error “Image too dark”: retake in bright, indirect natural light rather than under yellow bulbs.
• Error “Photo too small”: the minimum dimensions are 600 by 800 pixels. Moreover, upload a JPEG under 6 MB.

Additionally, the app’s built-in camera is usually more reliable than a stored image, because it enforces the correct crop. Consequently, retake the photo directly within the app if you face repeated rejections.

ETA troubleshooting errors with passport scans

The NFC passport scan fails on older Android devices that lack a reader behind the camera. Therefore, the app falls back to a manual photograph of the biographic page. However, some applicants still get “Passport not recognised” messages because the MRZ line is blurred or partly covered. Moreover, laminated covers reflect light and disrupt OCR. Consequently, remove any cover, open the passport flat and use a matte surface underneath.

Additionally, the passport expiry rule matters. The Home Office rejects submissions from holders whose passport will expire within six months of the intended arrival date for some nationalities. Indeed, see our dedicated UK visa refusal reasons guide for wider context. Furthermore, damaged pages, tears or handwritten corrections void the MRZ and trigger a manual review that delays the outcome by several working days.

Payment-related ETA troubleshooting errors

Payment problems account for roughly one in five support tickets. Moreover, the UK ETA portal rejects cards that lack 3-D Secure authentication, several prepaid travel cards and any card denominated outside sterling with a very low spending limit. Therefore, use a mainstream debit or credit card with a verified mobile number on file. Consequently, the payment step takes only seconds when all three checks align.

Common error codes include:

• “Transaction declined”: contact your bank to approve a foreign merchant payment to Her Majesty’s Passport Office.
• “Payment timed out”: restart the app and resume from the saved draft rather than starting fresh.
• “Card not supported”: try a different network; American Express works on the web form but not always in the app.
• “Currency mismatch”: the portal bills only in GBP; contact your issuer about blocks on sterling transactions.

Additionally, never pay twice. Indeed, a second tap may authorise a duplicate charge that requires 28 working days to refund. For a fuller payment walkthrough see our tourist visa application process guide.

Biographic data ETA troubleshooting errors

Applicants often skip a middle name, swap surname order or enter an old spelling of a married name. Consequently, the Home Office reads the passport MRZ line and compares it with the form. Any mismatch triggers the error “Details do not match passport”. Therefore, copy names exactly as they appear on the passport, including hyphens and accents. Moreover, date-of-birth fields default to the US month-day-year order on some devices, so double-check before submission.

Additionally, past travel history fields require a precise country list for the past ten years. However, travellers on many trips sometimes list only destinations and not transit stops, which the system treats as a contradiction. Indeed, include significant transits, then write N/A where a field does not apply. For support on family applications read our guide för barns visum och UK ETA och våra Översikt över UK familjetillstånd.

Connection and device ETA troubleshooting errors

A flaky connection causes the two most frustrating screens: a blank confirmation page and the “session expired” prompt. However, both have a simple remedy. Firstly, switch to Wi-Fi rather than mobile data before submission. Secondly, keep the phone plugged in; a low battery sometimes triggers background throttling that interrupts the upload. Thirdly, install the latest version of the app before applying. Furthermore, iOS 17 and Android 13 are the minimum supported platforms in April 2026.

Consequently, if you cannot use the app, fall back to the web portal at the official UK ETA service on gov.uk. Moreover, desktop browsers rarely experience the photo-crop issues that affect mobile devices. Additionally, pair the web application with a smartphone scan only for the passport step to combine the best of both routes.

After submission: ETA troubleshooting errors during review

Most applicants receive a decision within 72 hours, often within minutes. Therefore, a delay does not automatically mean a rejection. Moreover, status messages like “Your application is under review” indicate that a human officer is checking a flagged item such as a previous visa refusal, unusual travel pattern or name match on a public watch list. Consequently, patience is the only correct response; contacting the helpline before the seventh working day rarely speeds things up.

Additionally, our UK visa processing times overview shows realistic target ranges for every route. Indeed, transparent timelines reduce applicant anxiety and travel-plan changes.

When to start again versus when to wait

Submitting a duplicate application costs another £20 and does not speed up the first. Therefore, wait until you receive a formal decision before restarting. However, if the application was never confirmed with a reference number, the payment did not clear and you may safely apply again. Moreover, keep screenshots of any error screens for evidence.

Consequently, travellers booked on early-morning flights should apply at least three working days in advance and keep a backup plan. Additionally, see our appeal guide if you do receive a refusal, and the genomgång av standardbesökarvisum for alternative routes.

Frequently asked questions about ETA troubleshooting errors

How do I fix the “photo too dark” ETA error?

Retake the image in daylight, facing a north-facing window. Moreover, switch off overhead bulbs to remove yellow tints.

Can I change my passport number after paying?

No. Therefore, contact the helpline within 24 hours and provide the application reference along with a clear copy of the new document.

Why does my card keep declining at the ETA payment step?

Most cards fail because of 3-D Secure blocks or a single-transaction limit. Consequently, authorise the payment with your bank or switch to another card.

What does “application pending” mean for more than three days?

It means an officer is reviewing a flagged item. However, rejections come with a formal letter, so a delay alone does not signal refusal.

How many times can I retry the photo upload?

Unlimited attempts are allowed before submission. Moreover, after submission the photo is locked and only a new application can replace it.

Is there a support telephone number for urgent ETA troubleshooting errors?

Yes, +44 20 3875 4669 operates from 08:00 to 20:00 GMT, seven days a week.

Do ETA troubleshooting errors affect family applications?

Yes. Therefore, resolve one application at a time to avoid confusing parallel submissions on a shared device.

Next steps after fixing common ETA troubleshooting errors

Once your application succeeds, save the confirmation to your phone wallet and print a backup page. Moreover, enable roaming or download an offline map for your arrival airport. Additionally, read our UK säkerhet råd before landing. Consequently, preparation beyond the ETA itself saves time at the border and on your first day. Furthermore, the rest of the guidance in our platser att besöka i England resource helps you plan the rest of the trip with confidence.