Guidance and support
Help Centre
Find answers about eligibility, evidence, tracking and portal access.
You may submit a request if you paid for a first passport application that did not result in a passport being issued, then completed and paid for a second application that resulted in a passport being issued.
You should provide the first payment receipt, the second payment receipt, the passport bio-data page, evidence of the unsuccessful first application, evidence of the successful second application and bank account confirmation.
Sign in to your portal account to view your case status, messages, notifications and published documents. You may also use the public tracking page with your case reference and registered email address.