Guidance

Book and manage your driving test: problems accessing the service

Find out what to do if you have problems accessing the services to book your driving test, change your appointment or cancel your test.

From:
Driver and Vehicle Standards Agency
Published
21 April 2023
Last updated
12 September 2023 — See all updates

Applies to England, Scotland and Wales

The Driver and Vehicle Standards Agency (DVSA) manages the services to:

The guide explains what to do if you have problems accessing the services.

Error 15 after selecting ‘Start now’

Problem

When you select the ‘Start now’ button, you see an Error 15 message and are told your request has been blocked by the security rules.

The message will tell you:

  • your internet protocol (IP) address (a series of numbers)
  • your proxy IP address (a series of numbers)
  • an incident ID number

This can happen when you:

  • search the service too often
  • access the service from outside the UK
  • access the service using a virtual private network (VPN)
  • use third-party booking sites or apps to access the service to search for appointments

Solution

You can:

  • try again later
  • avoid doing a large number of searches in a short time
  • access the services directly through GOV.UK - do not use any third-party booking sites or apps
  • clear your browser history or cache (check your browser’s help section to find out how to do this)
  • use your browser’s private mode (sometimes called ‘incognito mode’)
  • try a different browser
  • try a different device
  • try a different network (for example, connect to wifi if you’re using mobile data)
  • turn off your VPN if you’re using one

If you still have problems booking a test or managing one that’s more than 10 working days away

If all of these do not help, email DVSA with:

  • the details from the error message
  • the steps that you have already tried

You also need to include 2 of the following 3 in your email:

  • your driving licence number
  • your theory test pass certificate number
  • your driving test booking reference

DVSA driving test booking support
customerservices@dvsa.gov.uk

DVSA will investigate the problem and contact you to tell you what to do.

If you still have problems and your test is within the next 10 working days

Only call DVSA if you’re having problems and your test is within the next 10 working days. Working days are Monday to Saturday, excluding bank holidays.

DVSA driving test enquiries and booking support
Telephone: 0300 200 1122
Monday to Friday, 8am to 4pm
Find out about call charges

Page does not load after selecting ‘Start now’

Problem

The page does not load when you select the ‘Start now’ button.

Solution

You can:

  • try a different browser
  • try a different device
  • try a different network (for example, connect to wifi if you’re using mobile data)

You can also reset your browser settings. Find out how to do this for:

If you still have problems booking a test or managing one that’s more than 10 working days away

If this does not help, email these details to DVSA:

  • the type of device you’re using
  • the version number of your browser (check the browser’s help section for this)
  • the type of network connection you’re using (for example, mobile data, home wifi, business wifi or public wifi)

You also need to include 2 of the following 3 in your email:

  • your driving licence number
  • your theory test pass certificate number
  • your driving test booking reference

DVSA driving test booking support
customerservices@dvsa.gov.uk

DVSA will investigate the problem and contact you to tell you what to do.

If you still have problems and your test is within the next 10 working days

Only call DVSA if you’re having problems and your test is within the next 10 working days. Working days are Monday to Saturday, excluding bank holidays.

DVSA driving test enquiries and booking support
Telephone: 0300 200 1122
Monday to Friday, 8am to 4pm
Find out about call charges

Search limit reached

Problem

After searching for a driving test date you get a message that says ‘search limit reached’.

Solution

You’ve reached the maximum number of searches you’re allowed to do in an hour. You need to wait an hour from when you carried out your first search for a driving test date.

Published 21 April 2023
Last updated 12 September 2023 + show all updates

  1. Added information about resetting your browser.

  2. First published.

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