Recover UKVI account — step-by-step guide
Updated 27 May 2026
If you have access to email OR phone — self-service through update-your-details.homeoffice.gov.uk takes 10-15 minutes. If you lost both — call UKVI Resolution Centre (5-15 working days). Never create a second account — risk of merging someone else's data.
Three ways: (1) Self-service 10-15 min if you have email OR phone. (2) Call UKVI if you lost both — 5-15 days. (3) Set up a new account if you never registered — 5-10 min. For BRPs printed to expire 31 December 2024, the 18-month setup window ends 30 June 2026; check GOV.UK for current status.
01 Self-service — 10-15 minutes (you have email OR phone)
Go to update-your-details.homeoffice.gov.uk/account-recovery/help (available since August 2024).
Prepare:
- Passport or other identity document
- Date of birth
- New email and/or phone to attach
- Device with camera (facial scan for identity verification)
Limits:
- Children under 10 — cannot use self-service (facial scan not supported). Only by phone.
- If you have no identity document with photo — also by phone
Confirmation usually arrives within a few minutes.
02 Lost both email and phone — call UKVI
What to say when you call: «I need help recovering my UKVI account. I've lost access to my registered email and phone number.» Ask for Russian interpreter if needed.
Documents that help with verification:
- Passport number
- Expired BRP number (if you have it)
- GWF number from old visa application letter
- UAN (Unique Application Number)
- UKVI customer number (format KX...)
SLA: standard cases — 5 working days; complex (name/passport mismatch, duplicate account) — up to 15 working days.
Free alternative — webchat: ukimmigration-support-webchat.homeoffice.gov.uk/evisa (free, no waiting on line)
03 Never set up UKVI account — start from zero
Go to gov.uk/evisa/set-up-ukvi-account. Takes 5-10 minutes.
You need (one of):
- BRP card (even expired) — GOV.UK says an expired BRP can be used for 18 months after the expiry date printed on the card. For BRPs printed to expire 31 December 2024, that window ends 30 June 2026. Your status does not end on that date, but proving or linking it may become harder. Check GOV.UK before acting.
- Valid passport
- GWF number from visa application (in letter from UKVI)
- UAN (Unique Application Number)
04 Warning: duplicate accounts
Home Office says duplicate accounts «should not usually present any issues», but there is a documented case: data of a Canadian woman and data from Uzbekistan were mistakenly merged into one profile (Computer Weekly, 2026).
- If first recovery fails — do not create a second account. First call Resolution Centre.
- If you accidentally created a duplicate account — Resolution Centre can merge (5-15 days).
- A duplicate account can block both people's access to their status until resolved.
05 Who can use self-service, who must use phone
Self-service (10-15 min)
- You have access to email OR phone
- Child is 10+ years old
- You have identity document with photo
- You have device with camera for facial scan
Only by phone helpline
- You lost both email and phone
- Child under 10 years old
- No identity document with photo
- No device with camera
06 Important things to know
Important things to know
- 5-15 days — not hours
Complex cases (name mismatch, duplicate account, lost documents) — up to 15 working days. Plan ahead, especially before travel.
- 0300 is not free — PAYG can be expensive
Waiting on line 20-30 min on mobile can cost £10+. Use free webchat or call from landline.
- Duplicate = risk of data leak
Documented case of two people's data merged. Better not to create a duplicate account — first recover existing one by phone.
- Over 70 — exempt from sanctions
Sanctions for non-registration do NOT apply to people 70+. Helpers: signpost to Migrant Help 0808 801 0503.