Access to UKVI Accounts

Summary of Information

Following intelligence received from stakeholders, the IMA raised a concern with the Home Office regarding a number of Grant Funded Organisations (GFOs) being unaware of the process, and as such unable to offer advice, for EUSS status holders to secure access or re-access to their UK Visas & Immigration (UKVI) accounts, especially where a third party had made the initial application for EUSS status on their behalf and had restricted access to the account. This, in turn, could result in a citizen being unable to evidence or exercise rights under the Withdrawal or Separation Agreement.

Summary of Actions and Evidence 

Following receipt of the intelligence, the IMA met with the Home Office to raise its concerns. In an exchange of correspondence, and following further clarification, the Home Office confirmed in some detail the process for unlocking accounts. The IMA considers this information to be of value to citizens, so we repeat the advice below:

• Where a person is locked out of their UKVI account, they should contact the UKVI Resolution Centre[1] and go through the account recovery process.
• The UKVI Resolution Centre will go through a series of steps to confirm that the person is the rightful holder of the account and, once this has been established, will update the sign in details on the account. This process does not require access to the original email or telephone number associated with the account.
• If the person has lost access to either their original e-mail account or telephone number, then they are able to log in to their account using the other credential and update their details through a self-service process. For example, if the person has lost access to their email, but retained access to their phone, then they can log in by receiving the One Time Passcode (OTP) to their phone and then update their email address via the account.
• If the person has lost access to both their original e-mail account or telephone number, they should contact the UKVI Resolution Centre and go through the account recovery process. The UKVI Resolution Centre will go through a series of steps to confirm that the person is the rightful holder of the account and, once this has been established, will update the sign in details on the account. This process does not require access to the email or telephone number associated to the account.
• If safeguarding or vulnerability concerns emerge during a call, further support can be made available.

In terms of the support available to GFOs, alongside other Office of the Immigration Services Commissioner (OISC) registered advisers, Local Authorities and other third sector organisations, the Home Office has confirmed that there is in place a well signposted escalation route:

• Firstly, via the UKVI Resolution Centre, through a dedicated community organisations line; and
• Secondly, via the EU Settlement Scheme (EUSS) Vulnerability Team within the Home Office.

The Home Office confirmed that the EUSS Vulnerability Team will escalate cases for organisations, including those concerning access to UKVI accounts.

In this regard, the Home Office explained that they would be happy to reiterate the available escalation routes and the process for unlocking accounts at a future meeting of the Safeguarding User Group, which the above organisations attend. In addition, the Home Office confirmed that they could also highlight the escalation routes on the GFO network communication platform called Basecamp, which is used to regularly engage with GFOs on such matters.

On the basis of the information received, and given the routes available to GFOs, it is considered that this offers a reasonable level of support to enable supported citizens to secure access to their UKVI account.

Based on the evidence received, and following discussion with the Home Office, it is proposed that this matter is concluded on the basis of an Early Case Resolution. The Home Office agreed to promote the available escalation routes and process for unlocking accounts at:

• The June 2023 Safeguarding User Group meeting; and
• Through the GFO network communication platform (Basecamp), which they use to regularly engage with GFOs on such matters.

This has now taken place, and the Home Office has also emailed the GFOs directly to ensure awareness. In addition, the IMA through its promotional duties will correspond directly with each GFO reiterating the above.

[1] Help with accessing your UK Visas and Immigration account or updating your account details – Contact UK Visas and Immigration for help – GOV.UK (www.gov.uk)

Summary of Decision

On the basis of the information available at this point in time, the IMA has determined that it does not have reasonable grounds to believe that an inquiry into this issue may identify general or systemic failings in the implementation or application of Part II of the Withdrawal Agreement.  Furthermore, the IMA does not consider that it would be proportionate and / or reasonable to continue to explore this issue further by way of an inquiry at this time.

However, should the IMA receive any further information or complaints about this or related issues, these will be considered on their merits and in line with the IMA’s internal processes, and the IMA remains able to take further action on this issue in future in accordance with its statutory functions should this be needed.