Driving test booking: if your online access is restricted
Find out when DVSA can restrict your access to book and manage your driving test online, and what you need to do.
Applies to England, Scotland and Wales
This guide is about the Driver and Vehicle Standards Agency (DVSA) restricting your access to online driving test booking. There is separate guidance about what to do if you have problems accessing the booking service, for example, getting an error 15 message or if the page does not load.
When DVSA can restrict your online access
DVSA can restrict your access to book and manage your driving test online in some situations.
DVSA monitors the driving test booking service to:
- keep it fair and make sure people follow the terms and conditions
- protect you from misuse and fraud
When DVSA sees activity that does not look like normal personal use, it restricts online access for that driving licence number. DVSA uses something called a ‘booking review marker’ to do this.
This is to protect you if someone is trying to misuse your driving licence number.
It means your test cannot be booked, changed or cancelled online. You will need to do this by phone with DVSA.
If you already have a test booked, it will still go ahead as planned.
How you will know DVSA has restricted your access
You will know DVSA has restricted your access if either:
- you get an email from DVSA to tell you about it
- you get one of these error messages
Booking a test: error message
You can’t book a test for this category. Please choose another type of test or contact the DVSA on 0300 200 1122 for further details.
Changing or cancelling a test: error message
You’ll need to call the DVSA on 0300 200 1122 if you want to make changes to this application.
What to do if this happens to you
There are 2 options depending on whether you want to:
- keep the booking review marker to protect your booking
- remove the booking review marker
If you want to keep the booking review marker on your driving licence
You do not need to take any action if you want to keep the booking review marker in place to protect your driving licence.
You will need to call DVSA if you want to book, change or cancel your driving test.
DVSA customer service centre
Telephone: 0300 200 1122
Monday to Friday, 8am to 5pm
Find out about call charges
If you want to remove the booking review marker on your driving licence
You need to contact DVSA so they can:
- speak to you directly
- confirm your identity
- check how your driving licence number has been used
Once DVSA has done this, they will explain the next steps.
If it’s not the first time this has happened, DVSA will decide whether to restore your ability to book and manage your test online. If DVSA does not restore your access, you will still be able to book or manage your test by phone.
DVSA customer service centre
Telephone: 0300 200 1122
Monday to Friday, 8am to 5pm
Find out about call charges
Request a review of DVSA’s decision to keep your access restricted
You can ask for a review if DVSA decides to keep a booking review marker on your driving licence to restrict your online access.
You have to follow both of these steps in order.
Step 1: ask for a review
To ask for a review, email DVSA to:
- explain why you think their decision was wrong
- give any proof you have that someone else has been misusing your driving licence (for example, if you had previously used an unofficial booking service)
You need to include your:
- full name as it appears on your driving licence
- driving licence number
- driving test booking reference number (if you have a test booked)
DVSA customer service centre
customerservices@dvsa.gov.uk
DVSA aims to review the decision within 10 working days. They will email you to tell your their decision.
The person who reviews the decision will not be the same person who originally made it.
While the review is taking place, you will still need to call DVSA if you want to change or cancel your test.
Step 2: if you still think DVSA’s decision is wrong
Email the DVSA data protection team if you still think DVSA’s decision is wrong after the first review.
You will need to:
- explain why you think DVSA’s decisions have been wrong
- give any proof you have that someone else has been misusing your driving licence (for example, if you had previously used an unofficial booking service)
You need to include your:
- full name as it appears on your driving licence
- driving licence number
- driving test booking reference number (if you have a test booked)
DVSA data protection
dataprotection@dvsa.gov.uk
DVSA aims to review the decision within one month of receiving your request. They will email you to tell your their decision.
The person who reviews the decision will not be the same person who originally made it or did the first review.
While the review is taking place, you will still need to call DVSA if you want to change or cancel your test.