FAQ

I don’t have access to the email account or telephone number that were used in my application for (pre-)settled status. I can’t view (or prove) my status because I can’t get the security code that the system sends. What can I do?

This can happen for a number of reasons - for example you have changed both your email address and your telephone number and did not update your digital (UKVI) account with your new contact details.  Or someone (or some organisation) helped you apply to the EU Settlement Scheme and they used their contact details in the application, so the login security code is now sent to them instead of to you.

• If you have lost access to only one of your original e-mail account and telephone number, then you can log in to your UKVI account using your other credential and update your details through a self-service process. For example, if you have lost access to your email, but you still have access to your phone, then you can log in by receiving the One Time Passcode (OTP) (also called security code, or two-factor authentication code) to your phone and then update your email address via the account.
   
• If you have lost access to both your original e-mail account and telephone number, you 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 you are 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.
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• If you still have access to your e-mail and telephone but you find you are locked out of your UKVI account, then contact the UKVI Resolution Centre as above and go through the account recovery process.