Question to the Home Office:

To ask the Secretary of State for the Home Department, what steps she is taking to support people having problems with E-visas.

We are conscious of the lessons learnt from Windrush and are committed to ensuring that all people, including the most vulnerable, are properly supported as we transform our immigration system.

People who need support can contact the UKVI Resolution Centre to request that an account is created for them so they can access their eVisa. They can also get help to access their eVisa from Grant Funded Organisations or Local Authorities, or through the Assisted Digital Service if they are digitally excluded.

We are continuing to listen to the views and concerns of stakeholders and users of our digital systems and aim to continually enhance the user experience wherever possible. We have also increased the number of support services available to vulnerable people and have delivered £4m of grant funding to 72 voluntary and community sector organisations across the UK.

Listening to feedback from users, we have provided information and guidance videos on GOV.UK which show all users how to access and use their UKVI account.

We are continually improving the functionality and ease of use of the UKVI account to access an eVisa. For example, we recently added the facility for a person without an identity document to create an account and we will add the ability to link a Home Office issued travel document to a UKVI account later in 2025.

Monitoring of the system since the end of December 2024 suggests that for most people the transition to eVisa has gone smoothly. By the end of April 2025 over 4.3 million people had created an online (UKVI) account to access their eVisa, with the latest statistics published on GOV.UK on 22 May 2025. Further statistics will be published in due course.