Last Updated: June 2026
App won’t take your photo, the site keeps timing out, or your approval is stuck — and your flight’s coming up? Take a breath: this is common, it’s usually fixable in minutes, and you’ve got a fast way out if you’re running short on time. Below are the quick fixes for the problems that trip people up most — and the smooth option if you’re done fighting it and just need this sorted.
⚡ Quick Answers
| Where do I actually apply? | The official UK ETA app, or the GOV.UK web service at GOV.UK/eta. |
| App won’t load or site is down? | Usually temporary. Switch between the app and the GOV.UK web form, update the app, or wait and retry. |
| Photo or passport scan failing? | The single most common issue — fast fixes below. |
| How fast is approval? | Usually minutes, but allow up to 3 working days in case you’re flagged for review. |
| Out of time or done fighting it? | An assisted service can complete and submit it for you, with support — for a fee on top of the government fee. |
This page is part of our complete UK ETA guide — head there for who needs one, costs, and the full walkthrough. Here, we’re focused on one thing: getting you unstuck, fast.
Is the UK ETA App or Site Actually Down?
The official channels are dependable most of the time, but they do hit outages and heavy-traffic slowdowns — most recently a widely reported disruption in early June 2026. These almost always clear within hours. Before you panic, work out whether it’s a wider outage or something on your end:
- Try the other channel. If the app won’t load, open the GOV.UK web service at GOV.UK/eta. If the website is erroring, try the app. Both being down at once is rare.
- Check the basics. Switch between Wi-Fi and mobile data, update the app to the latest version, and restart your phone.
- If it’s a genuine outage, it’ll pass. Don’t submit the same application over and over, and don’t hand your details to a random “UK ETA” site that pops up in an ad — apply only through the official app, GOV.UK/eta, or an established assisted service.
Fast Fixes for the Most Common App Problems
Most “app not working” reports come down to a handful of issues. Here’s how to clear each one quickly.
1. The app keeps rejecting your photo
This is the number-one complaint, and it’s almost always the photo standards rather than a bug. Use a plain, light-coloured background, face the camera straight on with a neutral expression, remove glasses and any hat, and make sure the lighting is even with no shadows across your face. Retaking it near a window in daylight fixes the large majority of rejections. If it still won’t accept your photo after several tries, switch to the GOV.UK web service, which lets you upload a photo instead.
2. It won’t scan your passport chip
Remove your phone case, lay the passport flat on a hard surface, and hold the top of your phone against the photo page of the passport — that’s where the chip and your phone’s NFC reader are. Stay still until it reads. Older or damaged chips sometimes won’t scan at all; if that’s you, use the GOV.UK web form and enter your details manually instead.
3. The app crashes or won’t open
Update to the latest version first, then restart your device. If it still won’t run, try a different phone, or simply use the GOV.UK web service — it does the same job from any browser. If the app is failing for everyone (an outage), waiting an hour and retrying usually does it.
4. Payment keeps failing
Try a different card, make sure international and online payments are enabled on it, and check your bank hasn’t blocked the transaction. If the app’s payment screen keeps erroring, the GOV.UK web service is a reliable alternative.
5. You’re stuck on “pending” and not approved in minutes
Most ETAs come back within minutes, but a minority are flagged for manual review, which can take up to three working days. This is normal and doesn’t mean you’ve done anything wrong. Do not submit a second application to try to speed it up — duplicates can complicate the review and delay you further. Wait it out.
6. You didn’t get a confirmation email
Check your spam and junk folders first, and confirm you entered the correct email address. Decisions can take a little time if you’ve been flagged. Your ETA is linked to your passport digitally, so there’s nothing to print — but if three working days pass with no decision at all, contact UK Visas and Immigration.
Short on time and over it? If your flight’s close and you’d rather not lose another evening to this, iVisa can take the application off your hands and get it submitted for you. Get it sorted with iVisa →
App, Website, or Hand It Off — Which Route?
There are three legitimate ways to get your ETA. Here’s the quick version so you can pick the one that fits.
| Official app | GOV.UK website | Assisted service (iVisa) | |
|---|---|---|---|
| Best for | Most people | When the app won’t work on your device | When you’re out of time, done fighting it, or have a tricky case |
| Fee | Government fee | Government fee | Government fee + service fee |
| Photo & chip | Scans chip directly, guides the photo | Manual entry and photo upload | Completed and submitted for you |
| Support | UKVI email | UKVI email | Customer support |
For most people, the official app is the quickest route — it reads your passport chip directly and walks you through the photo. The GOV.UK web service is the fallback when the app won’t cooperate with your device. And if you’re up against a deadline or simply want it off your plate, that’s exactly what an assisted service is for — which brings us to the next part.
Flight Coming Up and Still Stuck? Hand It Off
When you just need it done
When you’re days from departure and the app has rejected your photo for the fifth time, the chip won’t scan, or you’re staring at a “pending” screen with the clock ticking — the smoothest move is to stop wrestling with it. iVisa takes the whole thing off your hands: they complete your application, get the photo and passport details right, submit it for you, and give you a real person to call if anything snags. You get back to packing.
It’s the right call when:
- Your flight’s close and you can’t afford to keep losing evenings to it
- The app keeps rejecting your photo or won’t read your passport and you’re done fighting it
- You’ve had a refusal before, hold dual citizenship, or are sorting a whole family — and want it done right, once
iVisa charges a service fee in addition to the government fee.
Frequently Asked Questions
Is the UK ETA app safe and legitimate?
Yes. The official UK ETA app is published by the UK Home Office and is the government’s recommended way to apply. The risk isn’t the official app — it’s fake lookalike apps and websites that pose as the official service. Only use the app from the Apple App Store or Google Play, or apply at GOV.UK/eta.
Why does the UK ETA app keep rejecting my photo?
The app uses strict photo standards. Use a plain, light background, face the camera directly with a neutral expression, remove glasses and hats, and make sure the lighting is even with no shadows. Retaking the photo in better light fixes most rejections. If it still won’t accept it, you can apply through the GOV.UK web service instead.
The UK ETA site is down — can I just apply at the airport?
It’s risky and not recommended. While most ETAs are approved within minutes, some are flagged for manual review that can take up to three working days, and airlines check your ETA before boarding. If the app or site is down, wait and retry, switch between the app and the GOV.UK web service, or use an assisted service — but don’t leave it to the airport.
Should I use the UK ETA app or the website?
The official app is the UK government’s recommended route because it scans your passport’s chip directly and guides you through the photo. The GOV.UK web service is a reliable fallback if the app won’t work on your device. Both cost the same £20 and produce the same ETA.
I didn’t get my UK ETA confirmation email — what should I do?
First check your spam or junk folder, and confirm you entered the correct email address. Decisions usually arrive within minutes but can take up to three working days. Don’t submit a second application — if you’ve had no decision after three working days, contact UK Visas and Immigration. Your ETA is linked to your passport digitally, so you don’t need a printed copy.
Can someone apply for a UK ETA on my behalf?
Yes. You can apply for family members, including children, from one account, and an assisted service can complete and review the application for you. Whoever applies, the ETA is linked to the traveller’s own passport, and that same passport must be used to travel.
My UK ETA is stuck on “pending” — how long does it take?
Most applications are approved within minutes, but some are flagged for additional checks that can take up to three working days. Avoid submitting a duplicate application, as it can complicate the review. If three working days pass with no decision, contact UK Visas and Immigration.
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Disclaimer: This guide is for informational purposes only and does not constitute legal or immigration advice. Always apply through official UK government channels and verify requirements at GOV.UK before traveling. Some links on this page are affiliate links — we may earn a commission at no extra cost to you. Last updated: June 2026.