Applying online or paper Common issues and error messages

If your payment fails, you might get the error message:

'Error Performing Card Authentication. Please retry or use another payment method'.

The failed authentication error indicates that your bank is declining the payment. When you make a credit card or debit card payment through our ImmiAccount portal, it needs a 3 Domain Secure (3DS) authentication. Your bank determines how they will perform this authentication. Usually, your bank will send a code to the email address or phone number registered to you with your bank. They will authenticate the payment using this code.

The 3DS authentication is outside of Home Affairs control and is up to your bank. Contact your bank to ask why your transaction was declined.

We cannot assist with issues relating to payments declined by your bank. This is not an error in our system.

If you need to lodge the application urgently, you can use PayPal or BPAY if you are in Australia to make the payment.

You can only use this service to pay for a paper application.

If you have used this service to pay for an online application you need to request a refund via ImmiAccount.

To request a refund:

1. Log in to ImmiAccount.
2. Select 'My payments’.
3. Select 'Manage payments'.
4. Locate the payment credit.
5. Select ‘Refund request’.
6. Enter your details.
7. Select ‘Submit’.

If you submit an online student visa application without making a payment, some details in your application may be incorrect.

Check your application answers. A fee exemption is only available if:

• you are a Commonwealth funded student
• your education provider has closed or
• you couldn't complete your course due to forced COVID impacts.

If you did not pay for the application and you are not exempt, your application will be invalid. You cannot pay for your application after you have submitted it. You will not be eligible for a bridging visa if the application you made in Australia is invalidated.

You will need to start a new online student visa application. Make sure that you answer all questions in the form correctly.

Commonwealth funded student

If you receive partial or full funding under a training scheme approved by the Commonwealth Government of Australia, you must:

• provide evidence of your scholarship grant
• show that it is Australian Government funded.

To prove Australian Government/Commonwealth funding:

• check your Confirmation of Enrolment (notes) or
• get a separate letter from your education provider or sponsor.

Education Provider Closure

To be eligible for a fee exemption you must have been enrolled and held a student visa on the date your provider defaulted and apply for your next student visa no more than 12 months after the provider default date.

COVID impacted student

You may be eligible for COVID nil fee if you held a student visa on or after 1 February 2020 and could not complete your course because:

• you were unable to enter Australia due to travel restrictions
• your education provider required you to defer or reduce to a part-time study load
• you were unable to complete work-based training and/or placements.

You must provide a completed Form 1545 COVID-19 Impacted Student (229KB PDF). Your education provider should also include a detailed reason why you extended your course.

You will not be eligible for a nil fee if you:

• failed a course or a unit of study
• deferred for personal reasons
• voluntarily reduced your study load.

The cost of a subsequent entrant visa depends on the type of visa granted to the primary visa holder. There are different costs for each visa stream.

The online application form will calculate the correct fee. To check how much your application will cost, you can use the Visa pricing estimator.

Pay a concession fee

If you are eligible for a concession, you must apply by paper.

Choose your pathway to citizenship and use the step-by-step guide to access the paper application form.

Reduced fee for siblings

If siblings apply for citizenship by descent at the same time they can pay a reduced fee. They must:

• draft all application forms in the same ImmiAccount
• reach the ‘Submit’ page for each application
• go to your list of applications
• select ‘Submit applications’
• select the applications
• select ‘Submit’
• pay for all applications in one payment.

Some applications may show 'I confirm I have provided information as requested' button in ImmiAccount.

You can click this button to tell us that the application is ready for assessment.

You can only click this button once during the application process. If you later attach more documents to your application, you cannot click it again.

You do not need to contact us. Your attachments are visible to our case officers.

‘System is currently unavailable’

You might have an issue with your internet browser session.

Clear your internet browser history and try again.

Each internet browser has different options. Delete:

• temporary internet/website files
• cookies
• browsing history
• download history.

Do this a few times to be sure.

If you still get this error contact us.

‘Based on the entered passport details, applicant [name] is not eligible to apply for this visa using this online service. Ensure the passport details have been entered exactly as they appear in the applicant’s passport .The applicant will not be able to continue and should review the eligibility information on our website.’

Enter your details again. Check they are correct.

If you still get this message contact us and provide a copy of your passport.

‘Applicant [name] cannot be identified, check the provided details and correct if necessary. The applicant will not be able to continue with this application and should review the information on our website.’

Enter your details again. Check they are correct.

Tell us if your passport details have changed since we granted your visa.

If you still get this message contact us and provide a copy of your passport.

‘Our records indicate that you are in Australia’

To apply for certain visas you must be outside Australia.

If you are outside Australia and get this message contact us.

‘Our records indicate that you do not hold a valid pre-requisite visa’

To apply for certain visa subclasses you need a valid pre-requisite visa.

Check:

• the eligibility criteria for the visa
• you are in the correct location to apply
• you have selected the correct application based on your current location (in or outside Australia).

If you do not hold a valid pre-requisite visa, you cannot continue to apply. You may be able to apply for a different visa. Explore visa options that might suit your needs.

If you do hold a valid pre-requisite visa and have selected the correct application contact us.

‘You are in a location that means you cannot use this service’

You might not have chosen the correct visa application.

Check:

• the eligibility criteria for the visa you are applying
• you are in the correct location to apply
• you have selected the correct application based on your current location (in or outside Australia).

If you have chosen the correct application contact us.

‘Our records indicate that a member of the family unit cannot be included in this online application’

You may not be able to include a family member in your online application.

If you are certain you can include each family member contact us.

‘One of the following issues is preventing this application from continuing:

• The applicant does not hold an appropriate visa.
• The applicant cannot be identified.
• The applicant will not be able to continue.’

You should review the eligibility information on our website.

Enter your details again. Check they are correct.

If you still get this message contact us and provide a copy of your passport.

‘An application has already been received for this person, you cannot proceed with this application at this time’

It is likely you already lodged a Maritime Crew visa application.

You cannot apply again until we make a decision on your previous application.

If you did not lodge an application contact us.

‘An application for this service has already been lodged within the last seven days’

You cannot apply for another Maritime Crew visa if you lodged an application within the last 7 days.

After 7 days you can apply.

If you did not lodge an application in the last 7 days contact us.

‘The applicant is unable to continue this application as the related application details cannot be confirmed. The applicant might wish to review the information entered in this application prior to continuing.’

It is possible that you have not chosen the correct visa application, or that you have not entered the related application details correctly.

Check:

• the eligibility criteria for the visa you are applying
• the related Application ID or transaction reference number (TRN) is correct.

Your related Application ID or TRN will be on previous information we sent you about your application. Enter this information on page 2 of your partner visa application.

If you still get this message contact us.

‘The associated nomination details provided cannot be verified. The applicant will not be able to continue until the employer nomination has been submitted. Check the nomination details with the employer and amend if necessary. If the associated nomination has been submitted and this error is still displaying, contact the department for further advice.’

Your employer must lodge and pay for the nomination application before you complete the visa application.

Speak with your employer to check:

• the transaction reference number (TRN) is correct
• your employer has lodged the nomination application.

Check that the nomination TRN is enter correctly on page 2 of the visa application.

‘One of the following issues is preventing the application from continuing:

• The applicant is an Australian citizen and will need to use an Australian passport to travel in and out of Australia.
• The applicant does not hold an appropriate visa.
• The applicant cannot be identified.
• The applicant will not be able to continue. The applicant should review the eligibility information on our website.’

Check you are eligible for the visa.

You cannot apply online if you:

• do not hold a valid pre-requisite visa and
• have let your current visa expire.

If you are eligible to apply, enter your details again. Check your visa grant number is correct. If you do not know your visa grant number, you can leave this field blank.

If you have a new passport since you last left or entered Australia, update your passport details. Find out how you can let us know you have a new passport.

If you still get this message contact us.

‘Our records indicate that a family unit member cannot be included as a migrating or non-migrating dependant in this online application’

It is likely you cannot include a family member in your online application.

Check family members:

• are in the same location as you (in or outside Australia) and
• hold the same visa as you.

If you still get this message contact us.

‘The information you have entered has not enabled us to identify family unit member’

Enter your family member details again. Check they are correct.

If you still get this message contact us.

‘Your SkillSelect invitation has expired. Please be advised that your invitation expired on the date below and you can no longer lodge a valid visa application on the basis of this invitation.’

This error message sometimes appears on the final day of the SkillSelect invitation.

An invitation is only valid for 60 days.If you get this message and the invitation is current, contact SkillSelect Technical Support.

‘The associated sponsorship cannot be validated. Check the details with the sponsor and amend if necessary. The applicant will not be able to continue and should review the eligibility information on our website.’

Speak with your sponsor to check that the:

• transaction reference number (TRN) is correct
• sponsorship application is valid and has been approved.

Enter the TRN again. Check the details are correct.

If you still get this message contact us.

‘Based on the information provided, the applicant is a current standard business sponsor. To lodge a further sponsorship a different form must be completed. The applicant will not be able to continue but can apply for a renewal using the Temporary Skill Shortage Sponsorship Renewal form.’

It is possible that you have not used the correct application form. Use the Temporary Skill Shortage Sponsorship Renewal form to apply.

If you are not a current standard business sponsor, contact us.

‘The related sponsorship details provided cannot be verified. Check the related sponsorship details and amend if necessary. The applicant will be able to continue; however the related sponsorship must be submitted before the nomination application. For further information or assistance, contact the department.’

Speak with your sponsor to check:

• the transaction reference number (TRN) is correct
• that the sponsorship has been submitted.

Enter the sponsorship TRN again. Check the details are correct.

If you still get this message contact us.

‘The associated nomination details provided cannot be verified. The applicant will not be able to continue until the employer nomination has been submitted. Check the nomination details with the employer and amend if necessary. If the associated nomination has been submitted since starting this visa application, save this form and use the 'Go to my account' button and reopen the application from the list of applications. Click through each page of the form to ensure the associated nomination can be verified. For further information or assistance, contact the department.’

Speak with your employer to check:

• the transaction reference number (TRN) is correct
• your employer has lodged the nomination application.

Enter the nomination TRN again. Check the details are correct.

If you still get this message contact us.

‘Our records indicate that you are unable to apply for a Visitor visa using this online service’

You cannot apply online.

You may apply with a paper application.

If you get this message contact us.

‘The information you have entered has not enabled us to identify you’

To apply for a Visitor visa extension you must be in Australia and known to us.

Enter your details again. Check they are correct.

If you still get this message contact us.

‘Your application cannot be accepted online as the department has not been able to identify you’

Enter your name, date of birth and passport details again. Check they are correct.

If you still get this message contact us.

‘Departmental systems indicate that you are unable to make an application for an eVisitor’

Check you are from an eligible eVisitor passport country.

If you are from an eligible country, enter your passport details again. Check they are correct.

If you still get this message contact us and provide a copy of your passport.

If you are not from an eligible country you may be able to apply for a different visa. Explore visa options available.

‘The Visa lodgement number (VLN) details provided cannot be validated, check the details and amend if necessary. Applicants may need to wait up to 4 hours from the time their Biometrics have been collected before using the VLN in a visa application. If this error message still appears after 4 hours, the applicant will not be able to continue and should review the eligibility information on our website’

You must enter your own visa lodgement number (VLN) from the Australian Visa Application Centre (AVAC) in China. Your VLN is linked to your biometric collection.

Enter again your:

• VLN
• passport number
• date of birth and

Check they are correct.

If you still get this message contact the AVAC you visited.

‘Your application cannot be accepted online as the department has not been able to identify you’

You can only apply for a second Working Holiday visa if you held a first Working Holiday visa.

If you held a first Working Holiday visa enter again your:

• name
• date of birth and
• passport details.

Check they are correct.

If you still get this message contact us.

‘The Work and Holiday (subclass 462) visa has country specific annual visa quotas. The annual visa quota for the applicant’s country has been reached and the applicant will not be able to continue at this time. More information about the annual visa quota, including when the applicant can next apply for a visa, can be found on our website.’

You cannot apply for this visa at the current time. This visa has an annual limit for specific countries. For more information, visit the Status of country caps page.

‘The Government support details provided indicate that the applicant does not have a letter of government support. To be eligible to apply for this visa, applicants must have a letter of government support. The applicant will not be able to continue and should review the eligibility information on our website.’

You must give us a letter of government support.

You must get this letter before you apply for your visa. You will not be able to submit your application until you attach the letter of government support to your application.

Check the eligibility information on the Work and Holiday (subclass 462) visa page.