Transition to eVisas – identifying and solving problems in a new modern system
Transition to eVisas will mark a significant positive change in immigration documentation as we enter 2025.
Victoria Wan
The digital shift from physical documents aims to modernise immigration services with many new advantages. But Citizens Advice Epsom and Ewell clients are experiencing many challenges along the way.
Understanding the transition
Transition to eVisas and digital immigration status affects over 4 million UK visa holders*. They must now manage their status through the UK Visas and Immigration (UKVI) online portal. What is an eVisa?
Despite the 31 December 2024 deadline, nearly 1m physical biometric residence permit and card holders had not switched by mid-December*. This prompted the government to accept late applications. They extended the grace period until 31 March 2025 allowing expired permits or cards as evidence of status.
Current challenges
Based on our recent cases, clients struggled with multiple aspects of the eVisa system:
- Limited digital literacy
- System errors and navigation problems
- Difficulties with document scanning and photo uploads
- Limited awareness and uncertainty about the transition, application process and deadlines
- Confusion about login credentials (passport vs. residence card/permit).
Some clients required specialist support and multiple visits to community organisations to resolve their issues.
Improvements needed
We recommend the government:
- Enhance communication by providing multilingual guidance and promoting support services
- Invest in technical infrastructure to enhance technical support, minimize system errors and ensure compatibility across all devices and browsers
- Conduct regular system testing with diverse user groups to identify and address accessibility issues
The move to eVisas represents real progress towards a modern immigration system. It will reduce risk of fraud and loss of physical documents. Accessibility for all users is crucial.
We remain committed to supporting individuals through this transition, working to ensure no one is left behind. How to get advice.
Victoria Wan is Research & Campaigns Volunteer at CAEE.
* Home Affairs Committee, 17/12/24 Oral Evidence.