Problems with ePassport gates (eGates)
Updated 15 April 2026
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This publication is available at https://www.gov.uk/government/publications/getting-through-the-uk-border-faster/reasons-you-may-not-get-through-epassport-gates-egates
The self-service eGates allow eligible biometric passport holders to clear border controls quickly and efficiently. Most people will pass through without encountering an issue. However, some people will be referred to an officer.
In the interest of national security, Border Force may not always be able to explain in detail why you have been unable to proceed through an eGate. Common reasons why some people are unable to proceed include:
Border security
Further enquiries may be required to verify your travel document, confirm your nationality or identity, or assess your eligibility to enter the UK.
Digital permission
You may need an ETA, an eVisa or a digital exemption linked to your UKVI account, or your digital status may no longer be valid. Further guidance is available below.
eGate error
There may be a fault with the eGate itself, which prevented it from functioning correctly at the time of use.
Identification error
Your physical appearance may have changed from your passport photo, or you may not have looked directly into the screen until it turned green, removed your hat, headphones, face mask, or glasses.
Passport or microchip error
All biometric passports contain a microchip, which can be damaged if not handled correctly. Your passport may be damaged or worn so the eGate cannot read the microchip or the biodata.
Safeguarding
In some cases, further enquires may be required to establish the relationship between a child and the adult(s) with whom they are travelling.
User error
You may not hold a biometric passport, may not have removed the passport from a protective cover, inserted the correct page fully, or pressed down firmly.
Border Force staff have a responsibility to ensure the security and integrity of the UK border is maintained. Your co-operation is appreciated.
Digital permissions - further information for travellers
Do you need an Electronic Travel Authorisation (ETA)?
If you need to apply for an ETA: https://www.gov.uk/eta/apply
Do you hold historic Indefinite Leave to Remain (ILR) in an old document?
If you have Indefinite Leave to Remain (Settlement) in an older document, you can apply for No Time Limit (NTL) to access a digital status.
Apply for No Time Limit (NTL): https://www.gov.uk/evisa/get-evisa-settlement-uk
Do you have a UKVI account and a new passport not yet linked to it?
You may need to update your travel document in your UKVI account, including where you hold EU Settlement Scheme (EUSS) status.
View or update your immigration status details: Sign in to your UKVI account
Are you a British dual national?
If you hold British citizenship and another nationality, you may need to apply for or renew a British passport or certificate of entitlement to use the eGates.
Apply for or renew a British passport: https://www.gov.uk/apply-renew-passport
Apply for a certificate of entitlement: Prove you have right of abode in the UK: Apply for a certificate of entitlement - GOV.UK
Are you exempt from immigration control?
If you are exempt from immigration control, you may need to apply for a digital record of your exemption so it can be checked at the border.
Get a digital record of exemption: Get a digital record of your exemption from immigration control - GOV.UK
Need assistance: Contact UK Visas and Immigration for help - GOV.UK