Study sector support

BRPs

Where an applicant has an issue with their biometric residence permits (BRP), they should visit Biometric residence permits (BRPs): What a BRP is - GOV.UK (www.gov.uk).

If an education institution needs to submit a bulk error submission, then they should submit the bulk error submission spreadsheet (MS Excel Spreadsheet, 14.1 KB) to bulkuploadcorrection@homeoffice.gov.uk

This should only be used by holders of a Student or Child Student route licence and should include the institution name and Sponsor Licence Number (SLN) in the body of the email.

We have limited individual spreadsheets to a maximum of 50 errors.

If a BRP has multiple errors, they should be entered on multiple rows.

We aim to process bulk error submissions within 5 working days.

Immigration health surcharge, immigration history, confirmation of acceptance for studies (CAS), application or cancellation related queries

Institutions that hold a Student or Child Student route licence can access the online Account Management Portal (AMP) to submit queries about:

• immigration health surcharge
• immigration history
• CAS
• application or cancellation related queries

The Account Management Portal enhances the service that you will receive from UKVI by:

• providing a secure way of communicating with two factor authentication
• the two factor authentication also allows you to view and create queries, on tablets and mobile devices
• complying with the General Data Protection Regulation (GDPR), to ensure the data of your students remains safe
• allowing your colleagues within your organisation to see the correspondence that each of you have had with UKVI
• allowing you to create reports which will show you the volume and type of queries you have raised with UKVI
• enabling you to receive regular updates from UKVI in areas that are of interest to you

If your institution does not have AMP access already then complete Account Management Portal form (MS Word Document, 151 KB) and send to ampstudysupport@homeoffice.gov.uk to set up a Super User on the Account Management Portal (AMP).

We will cross check nominated personnel with our records to ensure security and system integrity.

The Superuser will receive details of their log in and user guide.

Ensure that where required, you have ensured that the GDPR permission is provided. Enquiries should match to the subject main and subcategories.

We are unable to answer enquiries which do not meet these requirements.

Telephone contact

Where an institution with a Student or Child Student route licence has an emergency which relates to a Student or Child Student, call the engagement team.

Engagement team

0300 104 7650
Monday to Friday, 9am to 5pm (except public holidays)

The team are available to offer advice or assistance in circumstances where a student has:

• been a victim of serious crime
• died or a dependent has died
• a serious medical emergency
• been detained

We also offer a flexible telephone contact line, 0300 1047652, which will be used to respond to operational pressure, global events or wider issues facing the study sector for a defined activation period.

We will publish its deployment through the Account Management Portal as well as periods of activation.

Policy related queries

Student or Child Student route licence holders are able to submit policy related questions to our studydedicated customer services policy team at at studypolicysubmission@homeoffice.gov.uk using this Study Policy referral form (MS Word Document, 90.975.3 KB).

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All queries should be made using the submission form and all relevant sections should be completed.

Error corrections

If an applicant finds that their visa has been issued with an incorrect endorsement they can request to have it amended. The method by which the correction is undertaken depends on the type of leave and the applicant’s circumstance.

Permission to enter

Read the guide on correcting an incorrect endorsement.

Permission to Stay

Read how to ask for a visa administrative review if you’re in the UK.

eVisa correction process

eVisas were first introduced for EEA nationals using the UK Immigration: ID Check app with the launch of the new Student and Child Student routes and provides an electronic record of status instead of a physical document.

If a customer finds an error with their digital status when they come to view and prove their status and they have already created their account, they will need to contact UKVI to report this using the Report an error with your eVisa form. Sponsors can also report errors in bulk by completing eVisa bulk reporting form. The bulk reporting form is programmed with the route and error types that you can refer to us this way. The routes are:

• Student
• Child Student
• Graduate
• Dependant Partner
• Dependant Child
• Parent of a Child Student

The error types are:

• permission start date
• permission end date
• work conditions
• sponsor licence number
• dependant case type does not match main applicant

The error report forms are programmed to open an email when you click ‘submit form’ but it will not automatically attach the sheet. You will need to attach it yourself before sending.

This is a temporary measure whilst the longer-term process for all eVisa customers is finalised. In the meantime, follow these rules:

• the form must be used only by the sponsor - submission by applicants will not be processed

• this form is for routes covered by Study Services only - we will not be able to process or correspond on cases relating to other routes with eVisas

• the form will only accept UANs commencing 3434 - for any applications that receive (or expect to receive) either a vignette or a BRP, follow the correcting an incorrect endorsement process

• use one form/email per report (until the bulk form is available)

• ensure you have the consent of the student/applicant

• do not use the notes box for anything other than a description of the error, other queries submitted in this way will not be responded to

If we receive an error report but on review there is no error, we will reply to let you know.