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Guidance

Digital customer service: how a customer tracks their application

Published 19 October 2026

© Crown copyright 2026

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This publication is available at https://www.gov.uk/government/publications/digital-customer-services-application-tracking-caseworker-guidance/digital-customer-service-how-a-customer-tracks-their-application

Version 3.0

Guidance for His Majesty’s Passport Office staff telling you how a customer tracks their application made on Digital Customer Services.

About: DCS: how a customer tracks their application

This guidance tells His Majesty’s Passport Office staff how a customer tracks their application made on DCS (Digital Customer Services).

Contacts

If you have any questions about the guidance and your line manager or senior caseworker cannot help you or you think that the guidance has factual errors then email HM Passport Office’s Guidance team.

If you notice any formatting errors in this guidance (broken links, spelling mistakes and so on) or have any comments about the layout or navigability of the guidance then you can email HM Passport Office’s Guidance team.

Publication

Below is information on when this version of the guidance was published:

  • version 3.0
  • published for Home Office staff on 11 December 2025

Changes from last version of this guidance

This guidance has been moved from Digital Customer Service application on AMS (now archived) and has minor updates to include DAP and has been updated:

  • to remove references to Application Management System (AMS)
  • with minor formatting changes

DCS: how a customer tracks their application

This section tells HM Passport Office staff how a customer tracks their application made on DCS (Digital Customer Services).

Customers can access the DCS (Digital Customer Service) DCS tracking page by entering their:

  • reference number
  • email address
  • date of birth

If a customer originally entered incorrect information (for example, the wrong date of birth) they must use the same incorrect data every time they access the DCS tracking page. If they do not use the same information, they will not be able to find their details.  

Making a change to the DCS tracking information

If you (the examiner) correct or change a customer’s date of birth or email address on DAP (Digital Application Processing), DCS will not update the tracking page. 

Customer Service Management team (CSMT) staff that deal with customer questions, will check the case notes to confirm if we have made any change to the customer’s tracking information.  For DCS tracking purposes, the examiner must write a case note explaining:

  • how the original date of birth (DOB) or email address was shown
  • what has changed
  • how we have confirmed the information (for example, changes to a DOB will need evidence to prove the change)

When a customer has problems accessing the DCS tracking page

If a customer contacts HM Passport Office because they cannot access their tracking page, CSMT will access DAP. CSMT must follow their standard guidance and confirm the caller is the person they say they are.

CSMT will tell the customer:

  • what changes we have made to their application
  • the information they need to access their tracking page

If CSMT finds the customer has an incorrect email or date of birth recorded, they will:

  • provide the customer with the information they need to access their tracking page
  • record the details by using the appropriate option on the DAP customer contact screen

The examiner will see the task (on DAP) and contact the customer to resolve any problems.

If the customer makes an error entering their email or mobile number, they may not receive application updates. The examiner or CSMT must tell the customer to use the online tracking to regularly check their application, if:

  • their email address is incorrect
  • they did not ask for SMS text notifications
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