Troubleshooting errors when applying for the Ugandan travel visa

Error message stating the “application already exists” or “can not apply twice with the same passport for the same visa/ permit (same passport number, same document type and same issuing country)” when you try to submit your application.

The error means that your initial application is being reviewed and a final decision is yet to be made about it. The system throws the error because technically a visa/permit is issued to an individual and each individual has unique details, on trying to submit your application, you’re basically applying for a visa with the same passport details which are indicated on your initial application. All you have to do here is wait for a decision to be made on your initial application. You’ll receive an email informing you whether your application was approved or not.

Cannot access the application website portal

To access the application portal, your computer must meet the minimum configuration requirements to run the most up to date browser. Kindly double check if your browser version is up to date. In case your computer is up to date, but you are still experiencing issues, then consider updating your browser or switching to a different browser type.

System won’t accept my passport number/ Passport number is not valid

Try re-entering it without any spaces between the numbers this time around

System won’t accept my phone number/phone number is not valid

Try re-entering it without including any special characters such as brackets, spaces or hyphens between the numbers. Only include the numbers and the + symbol.

System won’t let me go to the next page

Before the system lets you navigate to the next page, it has to make sure that every required field (marked with a *) on the current page is filled as expected. Any error encountered when filling a required field on the current page will not allow you to proceed to the next page. Kindly double check all required fields and confirm that you’ve filled them in the exact way expected by the system.

Some guidelines to keep in mind when filling your form

1. Special characters, hyphens and spaces are usually not allowed for most fields
2. Only use English letters when filling the name fields. Letters should not be punctuated
3. Enter the name as it appears in the Machine Readable Zone on your passport.This is the two lines of text with numbers and chevrons (‹‹‹) at the bottom of the personal information page with the passport bearer’s picture.
4. No special characters, spaces or hyphens when filling the passport and phone number fields. For the phone number field, only use the numbers and a + .

Website crashed during my application

During times when the website is undergoing technical maintenance, it won’t be as functional as it should be. Some services may not be available and links to certain web pages may be broken. If you are sure that this is the case, then give it time to the maintenance team to be done. This usually takes a couple days. Following this, try to apply again and if you filled everything as required, your application should have no issue going through. A temporary fix may be to use a different computer or browser just in case cookies are involved in your mess.

Common solutions to other browser related problems

1. Try enabling pop-ups before being redirected to a new window with a bank payment gateway tab.
2. When applying the attached supporting documents should be not bigger than 250Kb and not less than 5Kb. If you attach files, whether pictures/ PDFs that don’t fall in these ranges, then you might run into issues when filling your application. To resolve this, we recommend using image/ PDF compression software, compressing the files to the required size and submitting again.
3. Try refreshing the web page
4. Most applicants have stated that they rarely run into issues during their application process if they use Google chrome.
5. Check your firewall settings and make sure they are not blocking the functionality of the website
6. Clear your browser cache

Payment system not working and saying “wait” for 2 days now

• The problem is that your browser is blocking pop-up or redirect from the site. I changed the browser settings to allow pop-up/redirects and boom, I was able to make a payment.

• The problem that a lot of people are experiencing is that US cards are not registered for the 3D Secure security checking system, so they can’t be used. People have suggested trying to use either a debit card or Amex so that is worth a shot.

• Try different credit / debit card Ammex, MasterCard or Visa

• Can you call one of your credit card vendors and let them know that you are planning on doing it to make sure it’s not getting immediately declined as suspicious

• International transaction limits: Check if your credit card has a limit on international transactions, which could prevent the payment from going through.

• Incorrect card details: Double-check your card number, expiry date, and CVV code for accuracy.

Payment pending even after your bank confirms that the payment has been made

“Your transaction was unsuccessful, please check your details and try again” In case you run into a technical difficulty not listed above, consider contacting immigration via email at info@immigration.go.ug or you can call at +256 417102600. For faster responses, consider contacting them through their official twitter account.

Watch out for fraudulent websites.