Guidance

Duplicate applications

Published 6 February 2026

Version 21.0

This guidance tells His Majesty’s Passport Office staff how to deal with duplicate passport applications that we find in the passport application system.

About: Duplicate applications

This guidance is about duplicate applications that we find in the passport application system. It tells His Majesty’s Passport Office staff, how to:

• identify duplicate passport applications

• investigate duplicate passport applications

• record alerts and case notes on duplicate passport applications

Where this guidance refers to Premium service, it means Premium service applications that are processed on DAP (Digital Application Processing).

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 the 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 the Guidance team.

Publication

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

• version 21.0

• published for Home Office staff on 21 October 2025

Changes from last version of this guidance

This guidance has been updated in section How to complete a Duplicate live applications task on DAP to contact the Customer Service Management team (CSMT) when there are duplicate applications on DAP.

Related content

• How to record decisions, case notes and passport notes

• Diplomatic and Official service: passports and observations

• Additional passports

• Passport fees

• Withdrawing passport applications

• Connected applications

Duplicate applications: what they are

This section tells His Majesty’s Passport Office staff about duplicate applications and what is considered a duplicate application.

Duplicate applications are when we receive more than 1 (live) application with the same customer details.

Customers may submit more than 1 passport application for many reasons, which can include when:

• they applied online and did not think we received their first online application (see: Duplicate applications are the same service level)

• they applied immediately after receiving an email or letter saying we have withdrawn their application, but before the withdrawal grace period has passed

• they applied again after being asked to provide more documents by the examiner because they believe a new application is needed to send in the documents requested

• they applied again after noticing an error on the first application, for example:

  • to correct a spelling error

  • because they applied to renew their passport but discover they have lost it, so reapply to replace it

• they applied using the standard service, but they need their passport quicker, so they submit another application at the counter (see: Duplicate applications are different service levels)

• they originally completed a Digital Fast Track application but needed to change their appointment within 48 hours so made a Premium service application as well (the original application must be withdrawn and the customer must submit a new application

• both parents apply for their child’s passport at the same time

• 2 third parties have completed applications for the customer

• a post office clerk completes a second Post Office Ltd (POL) tablet application because they believe the first one failed to upload

• they are applying for additional passports

• they apply for a Diplomatic or Official passport at the same time as a standard passport

• they are dual British nationals applying for more than 1 passport

• they are intentionally trying to obtain more than one passport when they are not entitled to an additional passport

This list is not exhaustive, and customers may submit more than 1 application for other reasons.

Duplicate applications: how the system identifies duplicate applications

This section tells His Majesty’s Passport Office staff how the Digital Application Processing system identifies duplicate passport applications.

DAP (Digital Application Processing) automatically complete duplicate application searches, on all application types at multiple stages of the passport application process. For example:

• when the supplier scans a paper application on the system

• at data verification stage (if the supplier identifies any errors after scanning the paper application and saves their changes)

• when you, the examiner, make and save changes to the intended passport holder’s personal details

• when DAP runs automated checks (these happen at different stages during processing)

The passport systems do automatic searches using an intended passport holder’s:

• forename

• surname

• previous surname

• date of birth

DAP does an automatic search on live applications using an intended passport holder’s:

• forename, and

• surname or previous surname, and

• date of birth

Duplicate applications: how the system tells you about them

If a duplicate application is found on DAP, a task is created for an examiner to action.

This is the same for applications the customer submitted using different service levels for example, a standard service application and a Digital Fast Track service application.

Duplicate applications: when we may process both applications

This section tells His Majesty’s Passport Office staff when we may process more than one application for an intended passport holder

There are some scenarios when we may process both duplicate applications, once we have confirmed identity, nationality, and entitlement, and we have no vulnerability concerns. If you get a duplicate application task and it does not fit one of the 3 the application types below, you must transfer the application to the Staging team.

Duplicate applications: additional passports

You must follow the additional passport guidance if your investigation identifies the customer is applying for more than 1 passport.

Duplicate applications: customer has more than 1 British nationality

You must refer to Multiple British passports and nationality statuses if the customer submits more than 1 application because they have more than 1 British nationality. For example, they may be a British citizen and a British overseas territories citizen.

Duplicate applications: diplomatic and official passports

You must refer to Diplomatic and Official service guidance, if your checks confirm the duplicate application warning relates to a Diplomatic or Official passport.

Duplicate applications: both parents or multiple third parties have applied

This section tells His Majesty’s Passport Office staff how to deal with scenarios where more than one application is submitted for an intended passport holder by both parents or multiple third parties.

There are instances when an intended passport holder may have more than one application submitted by different people, such as both parents or 2 (or multiple) third parties who have links to the intended passport holder. For example, both parents have applied for their child using 2 different addresses or a foster parent and social worker, when a child is in the care of a local authority.

When this happens, you must not decide or suggest which application to withdraw. This decision must be made by the people who have submitted the applications.

How to deal with duplicate applications involving possible parental dispute

An application does not need to be referred to investigation if they have been submitted by 2 different people on behalf of the intended passport holder, when there is a parental dispute or both parents have completed an application at the same time, and:

• there is no information to show parental responsibility has been removed from one of the parents, or;

• there are no concerns with the people applying on behalf of the intended passport holder, for example, the child is in care and both social services and the parents have applied at the same time in error

The applications must be referred for investigation if:

• there is fraud, safeguarding (protection) or vulnerability concerns with the application

• CFT is already investigating an application linked to the application (for example, they are already investigating the duplicate)

• the customer is attempting to apply for multiple passports, or additional passports they are not entitled to, after you have asked for evidence

If the application does not meet the criteria to be referred to investigation, you must contact the customer (who completed the declaration) by phone, using the disclosure of information guidance and:

1. Tell them:

• they must check if anyone they know has submitted a passport application (for example, another parent or social worker)

• they must decide together with the person who submitted the other application which application HM Passport Office must withdraw

• we must have a signed and dated letter from the person who consented to the application they want us to withdraw, giving us permission to withdraw it

2. Ask them what documents they sent in to support the application, if you are unable to decide who owns individual documents. You must not disclose what documents have been provided to support the application.

3. Complete the form and email it to the DAP Change Release Team, asking them to add a case note to the other application to show which documents belong to your customer’s application.

After you have received a signed and dated letter from the customer which application is to continue, and which one must be withdrawn, your next action will depend on if the duplicate applications are:

• on DAP and no documents are expected for both applications

• on DAP and one application is awaiting documents

Before withdrawing any duplicate application, you must progress the application in line with Vulnerability: parental disputes guidance and check if you need to associate or disassociate any documents to an application and the handling instructions are correct. This is to make sure we have no orphan documents and the documents are returned to the person who sent them in.

Duplicate applications: evidence needed to withdraw a duplicate application

This section tells His Majesty’s Passport Office staff what evidence we need to withdraw a duplicate application.

If we have completed checks and have no concerns about the duplicate applications (for example, they were submitted in error by the same customer because they want a different service level or made an error) we can withdraw one of the applications.

Duplicate applications are the same service level

You may withdraw duplicate applications that are the same service level, without a letter from the customer asking you to withdraw them, when all the following points apply:

• the customer submitted more than 1 application of the same service level (for example, 2 standard service applications, 2 Digital Fast Track applications or 2 Premium service applications); and,

• the same person submitted all the applications; and,

• it is clear why they submitted more than 1 application, for example, the applications were submitted an hour apart or the customer has contacted us to say they completed more than one application because they did not see their original application was completed (see: How to deal with a duplicate live application task on DAP) and,

• the customer is not applying for an additional passport

When this applies, you must:

• make sure any documents sent in to support the application are associated to the remaining application (if you are working on DAP)

• add a case note to confirm:

  • the duplicate application numbers

  • which application is being withdrawn

• withdraw the application

• arrange a refund of the duplicate application for the customer

Duplicate applications are different service levels

Before you withdraw one of the duplicate applications, you must ask the customer to confirm which application must be withdrawn if they submitted more than 1 application and they are different service levels. For example, a standard service application and a Digital Fast Track service application. Their confirmation must:

• be in writing:

  • in a signed and dated letter, or;

  • in an email sent from the email address they supplied on their application, or

  • a signed statement taken at the counter

• include a reason why they want the application withdrawn (for example, the customer wants their application processed on a priority service)

We ask for confirmation from the customer because, although the system will show we have a duplicate application and the customer details on the applications are the same, they are different service levels and considered multiple applications.

How to deal with a duplicate live application task on DAP

This section tells His Majesty’s Passport Office staff how to deal with a Duplicate live application task on the Digital Application Processing system.

We have a policy of 1 valid passport per person and must do duplicate application searches to prevent fraud and concerns around safeguarding (protection).

You, the examiner, must investigate any duplicate application if the applications are live. If the duplicate application is with a different examiner, you must contact the other examiner by phone to decide who will contact the customer to find out which application they want to withdraw.

If the customer sends in a passport application using the same details within 28 days of us processing their last application, Digital Application Processing (DAP) will create a different task (for example Previous application task).

DAP: Duplicate live application task

If DAP shows the Duplicate live application task, the system has found another live application with matching criteria.

If you have a Duplicate live application task, you must:

1. Use copy and paste (Ctrl+C to copy, Ctrl+V to paste) to open the duplicate passport application in a new tab in DAP.

2. Compare the intended passport holder’s details and photo, checking their identity against all current applications to see if it is the same person.

3. Check the timeline on DAP to see when both applications were received and where they were submitted, for example, the applications were completed using the Digital Customer Service (DCS) or Post Office Ltd.

4. Check to see if the applications have been submitted by the same person or different people. If the applications have been submitted by:

• 2 parents or someone else with parental responsibility (social services), you must follow Duplicate applications: both parents or multiple third parties have applied

• 2 people with the similar details (for example, same full name and date of birth but different places of birth), you have no fraud or safeguarding concerns and have checked their previous passport history to confirm they are different people with similar details, you can clear the task and case note your actions and decisions

5. Refer the application for investigation if:

• there is fraud, safeguarding (protection) or vulnerability concerns with the application

• CFT is already investigating an application linked to the application (for example, they are already investigating the duplicate)

6. If the application has not been referred for investigation, you must check to see if we need to contact the customer (who completed the declaration) by phone and ask them to send a letter or email confirming why they have completed more than one application and which application we must withdraw. We do not need a letter or email if both applications:

• were submitted by the Post Office (POL) tablet service

• are different service levels but they gave a counter examiner a signed and dated letter asking us to withdraw their standard service application

• are the same service level, submitted by the same person and it’s already clear why they sent it (for example, they told you they made another application in error or they could not make their original counter appointment for a Digital Fast Track application)

7. Check if you need to associate or disassociate any documents to an application and the handling instructions are correct (this is to make sure we have no orphan documents).

8. After deciding which application is to continue, and which one is being withdrawn, your actions depend on if the duplicate applications are:

• on DAP and no documents are expected for both applications

• on DAP and one application is awaiting documents

Duplicate live applications on DAP: no documents are expected

You may have a scenario when all the customer’s applications are on DAP, and no supporting documents are expected to be sent in. For example, the customer has applied:

• for a first-time passport but then made a second (duplicate) application to replace their passport

• more than once to replace their passport

You, the examiner, must:

1. Contact your local Customer Service Management team (CSMT), by email and ask them to select Withdraw - Requested by applicant on the application to be withdrawn.

• if CSMT are unable to select this option, complete the form and email it to the DAPchangereleaseteam@hmpo.gov.uk, requesting the application is released into the examination queue into a withdrawal state.

2. Put the application assigned to you on hold to wait for confirmation from CSMT or the DAP Change Release team, the other application has come into the examination queue.

3. After you have received confirmation the application that is going to be withdrawn is in the examiner queue, you must:

• keep a child or vulnerable adult’s application on hold, and wait for the other application to be withdrawn, before progressing the application you are dealing with

• progress an adult application, if the application to be withdrawn shows Withdraw - Requested by applicant

Duplicate live applications on DAP: one application is awaiting documents

If the duplicate applications are on DAP, and one application is awaiting documents, you must associate the documents to both applications. This will move the application that was awaiting documents into the examination queue.

You, the examiner, must:

1. Contact the CSMT by email and ask them to select Withdraw - Requested by applicant on the application to be withdrawn.

• if CSMT are unable to select this option, complete the form and email it to the DAPchangereleaseteam@hmpo.gov.uk, requesting the application is released into the examination queue

2. Put the application assigned to you on hold until CSMT or DAP Change Release team confirm the other application has come into the examination queue.

3. After you have received confirmation the application that is going to be withdrawn is in the examiner queue, you must:

• keep a child or vulnerable adult’s application on hold, and wait for the other application to be withdrawn, before progressing the application you are dealing with

• progress an adult application, if the application to be withdrawn shows Withdraw - Requested by applicant

Duplicate live applications on DAP: duplicate submitted using Digital Fast track or Premium service

A customer may submit a duplicate application using Digital Fast Track (DFT) or Premium service. Where this is the case, DAP will not be expecting documents to support one of the live applications.

A DFT duplicate application can happen if the customer:

• applied using the standard service, but they also submitted a DFT application because they decided they need their passport quicker

• originally completed a DFT application but they needed to change their appointment within 48 hours so made a Premium service application as well (as the original application must be withdrawn and the customer must submit a new application)

If the customer has submitted more than 1 application and:

• one is a standard service application and the other is a DFT service application, you must withdraw the:

  • DFT application so the standard application can continue, if the customer has sent documents to the Document Handling Unit (DHU) (if applicable, any documents they have brought to the appointment must be sent to the DHU to be added to the standard application)

  • standard application so the DFT application can continue, if the customer attends their counter appointment with their documents (the customer has not sent the documents to the DHU)

• both are DFT applications, you must withdraw the DFT application the customer did not attend appointment for (this will help the application the customer is attending continue)

• one is a DFT application and the other is a Premium service application, you must continue with the service level appointment the customer is attending and withdraw the other application

When there is a duplicate application, you (the counter examiner) must retain the customer’s documents and transfer the application (to be progressed) into the DAP national queue (where it will be put on hold until the other application is in a withdrawal state or withdrawn).

Duplicate applications on DAP: both applications submitted using the same service type

If both applications are submitted using the same service type (for example, both Digital Fast track or Premium service) and the application is for:

• a child or vulnerable adult, you must:

  • put the application to progress on hold until the application to be withdrawn is in a terminal state

  • continue with the application after the other application is withdrawn

• an adult, you can continue to progress their application if the option Withdraw - Requested by applicant has been selected on the application to be withdrawn (this means it is in a “withdrawal state”)

However, if there is a duplicate application for a child or vulnerable adult, because the customer was unable to rebook within 48 hours of their initial appointment. We can only continue with one of the applications if, all the following apply:

• both applications:

  • were submitted using the Digital Fast track service; and,

  • are in the same identity; and,

  • are submitted by the same person (or another person with PR, if the original person is unable to attend due to a personal or medical emergency and suitable evidence has been provided; and,

• the examiner has no safeguarding or vulnerability concerns (where the only vulnerability concern is parental dispute, this must have been fully resolved)

• there is a signed and dated letter from the person who submitted the other passport application, confirming that specific application is to be withdrawn

• no one attended the appointment for the original application, and this was to take place before the application appointment, the customer is attending

• a withdrawal request has been made on the original application

  • this is done by sending a request to CSMT to select the option Withdraw - Requested by applicant

You must scan in the signed and dated letter requesting the withdrawal and send it with the documents to the Document Handling Unit (DHU) to associate it to the duplicate application.

How to complete a Duplicate live applications task on DAP

Before you complete a Duplicate live application task, in line with current guidance, you must have confirmed:

• with the customer which application, they want to continue with

• any fraud or safeguarding concerns have been resolved

• the application to be withdrawn:

  • has had the option Withdraw - Requested by applicant selected on the application to be withdrawn, if it is an adult application

  • has been withdrawn, if the application is for a child or vulnerable adult, unless the duplicate application is there because the customer was unable to rebook within 48 hours of their initial appointment, see Duplicate applications on DAP: both Digital Fast Track applications.

To complete the task, you must:

1. Select an option in the task:

• Clear this task – if you can continue to process the application

• Ask for further information – send the customer an email using the Comms Builder

• Ask for a referee – to confirm the customer’s identity

• Withdraw the application – to withdraw the application

• Delay decision on this task – if you are contacting the customer on another task to ask for information or documents that will enable you to process this task

• Refer for investigation

2. Add a case note to record:

• the original and duplicate application numbers

• what decision you have made for each application, for example, can you process both applications or have you decided to withdraw one (or both) of the applications

• what evidence you have seen (for example, a signed and dated withdrawal letter), if required

• confirm what action you are taking with the passport fee

3. Complete the task.

Duplicate live applications task on DAP: withdraw application

To withdraw a duplicate application, you must:

• have confirmed with the customer which application will continue

• have received a letter confirming which application is to be withdrawn (if this is required)

• be able to continue to process the other application (even if you are still waiting for documents or information to do so)

If the DAP option Withdraw application – Requested by applicant has been selected, the application to be withdrawn is put into the examination queue. DAP will show the examiner any relevant tasks relating to withdrawing the application. The application will be waiting on information to be sent in by a customer, for example, a withdrawal letter. If the customer does not send the letter, the application will be automatically withdrawn.

When manually withdrawing a duplicate application, you must:

1. Send the Withdraw application letter to the customer using the Comms Builder.

2. Add a case note to explain why you are withdrawing the application.

3. Withdraw the duplicate application using the Withdraw option.

Duplicate live applications task on DAP: refer for investigation

If you have fraud or safeguarding concerns, for example, any signs of safeguarding concerns for a child or vulnerable adult, you must:

1. Complete additional checks.

2. Select Refer for investigation.

3. Add a case note to show why you are referring the application for investigation.

4. Select Save.

DAP will refer the application to your OTL (operational team leader) to review and refer to the Counter Fraud team for investigation.

Duplicate applications on DAP: refunding passport fees

If a customer contacts us about a refund, you must tell them they must contact the Customer Service Management team (CSMT) for a refund for a withdrawn duplicate application.

Duplicate applications sent from Post Office Ltd tablet service

This section tells His Majesty’s Passport Office staff what they must do if duplicate applications are received from the Post Office Ltd (POL) tablet service.

If there are duplicate applications sent using the Post Office Ltd (POL) tablet service, the action you, the HM Passport Office member of staff, must take is determined by the length of time between applications. You must:

1. Check which application the customer’s documents are attached to.

2. Check the date and time the applications were submitted.

The timings can be found in the automated Digital Application Processing (DAP) case note sending the initial acknowledgement to the customer.

Both POL applications sent within an hour of each other

If both POL applications were sent within an hour of each other, this is a Post Office clerk error.

If both POL applications were sent within an hour of each other the customer will only have paid for one application and no refund is due. You, the HM Passport Office member of staff must:

1. Email the Financial Reporting Team with:

• both reference numbers (highlighting which application is the duplicate)

• date and time for the application you are withdrawing

2. Add a case note on all applications confirming your actions.

This is so TFT can see if the customer has paid for both applications. You do not need to wait for a response from TFT before continuing to action the duplicate application.

If you are unsure, refer any queries to the Post Office Issues team from your team mailbox with:

• both reference numbers (highlighting which application is the duplicate)

• the date and time the applications were received

The Post Office Issues team will investigate and advise on the action to take.

Both POL applications sent over an hour apart

If both applications were made over an hour apart, you must email the Post Office Issues team from your team mailbox:

• both reference numbers (highlighting which application is the duplicate)

• the date and time the applications were received

This will allow the Post Office Issues team to investigate whether the customer has paid twice. If they have the Post Office Issues team will tell the examiner to complete a manual refund form and send it to their local finance team for action.

One POL application and one sent through another service

You may find that there is a duplicate application because the customer has submitted one application using POL and the other through another service, for example, using the Digital Customer Service channel or a Digital Fast Track service.

If they completed the second application as they believed the POL application was not completed, for example they were told the payment was unsuccessful, they will have only paid for one application, so no refund is required.

If the customer believes they have paid more than once, you must send the CSMT feedback form to the complaints team for investigation.