Individuals and Travellers

Common online error messages

Below is a list of common error messages you might see when using our online systems as well as advice on how to resolve the issue.

ImmiAccount issues

Invalid session token on request or System is currently unavailable

This error message can indicate a problem with your browser session.

If you are getting this message, clear your internet browser history and try again.

Each internet browser will have different instructions and options for doing this. You will, generally need to delete all of the following:

  • temporary internet/website files
  • cookies
  • browsing history
  • download history.

You might need to do this a number of times.

An error has occurred.
We are sorry, the expected page cannot currently be displayed. Please close this window and return to the department’s website to try again.

This error message might indicate a temporary outage of departmental systems. Please wait 1 to 2 hours before trying again.

If you continue to get this message after 24 hours, contact us.

I have forgotten my ImmiAccount username or password

Links to request your details are available on the ImmiAccount Login page. Click ‘I have forgotten my ImmiAccount username or password’ and enter the requested information. This will generate an email to be sent to the registered email address for the ImmiAccount to regain access to the account.

If you lodged an online application prior to 5 December 2013, you will need to create an ImmiAccount.

I have forgotten my ImmiAccount secret questions and answers

If you cannot remember the answers to your secret questions, you can contact the Europe, Americas or Sydney service centres to have your password reset.

Alternatively, you can create a new ImmiAccount.

My email address has changed since I registered for an ImmiAccount

You can click ‘Manage Account’ within ImmiAccount to edit your email address.

I submitted an application more than 24 hours ago and I have not received an acknowledgement letter

If you submitted and paid for a visa or citizenship application but did not receive an acknowledgement letter and the application status is ‘Submitted’ contact us as the application may have failed to lodge into our processing system. If the visa applicant is in Australia and their visa is due to expire please contact us urgently to ensure that a bridging visa is granted in time.

I am unable to proceed beyond the Attach documents page in my visa application

If a blue circle with an arrow is covering the ‘next’ button on the Attach documents page, this is a scrolling issue within  your internet browser.

Change the size of your screen to move the scroll button away from the next button, to be able to click ‘next’ and proceed with the application.

I need to update my passport and address details, but there is no Update Us link in my ImmiAccount

If you lodged a subclass 489, 189 or 190 visa online prior to 2016, you may be unable to update your passport or address details via ImmiAccount. You will need to complete and submit a Form 929 Change of address and/or passport details to a departmental office.

General application messages

Before contacting the department to report a technical issue, check that you have correctly entered your passport and biodata details into the online application form. Ensure that passport numbers are entered as shown in the Machine Readable Zone (bottom left corner) of the passport, and that all applicant names are entered exactly as shown in the passport.

An application for this service has already been lodged

You will need to contact us. You will not be able to complete this application online until we are able to resolve this particular status.

Our records indicate that this applicant already has an in progress application

Our records indicate you have already lodged an application or have an un-finalised event from a previous application. You will not be able to continue with this online application until your previous application is finalised or your client record is corrected.

If you have not recently lodged an application, you will need to contact us.

Our records indicate that you are unable to complete an application for this visa online

You will not be able to complete your application online but might be able to apply using a paper application. You will need to lodge your application at your nearest immigration office, or contact us for more information or assistance.

Our records indicate that you are in Australia

To apply, for certain visas, you must be outside Australia. Our records indicate that you are in Australia. Please check and re-enter your details. You will not be able to continue with this online application if you are in Australia. If you are outside Australia and continue to receive this error you will need to contact us.

The information you have entered has not enabled us to identify you

If you receive this message our records indicate based on the information provided, that we are unable to identify you.  Please ensure that the information you have entered into your application is correct. If you have checked and re-entered your details and you continue to receive this error, you will need to contact us.

Your application cannot be accepted online as the department has not been able to identify you

As part of submitting an online application, we attempt to identify you against our records.  If you receive this message, your details are not being recognised. Please check and re-enter your name, date of birth and passport details. If, after re-entering your details, you still receive this error you will need to contact us.

Our records indicate that you currently hold an Australian visa

If you receive this message our records indicate that you might already have a valid visa. Continuing with this new application might result in your current visa being ceased if you are granted a new visa. If you do not hold a valid visa you will need to contact us.

Our records indicate that you do not hold a valid pre-requisite visa

For certain subclasses you need to hold a valid pre-requisite visa to apply. Please check the eligibility criteria for the visa on our website. You should also check that you are in the correct location to apply and have selected the correct application based on your current location (in or outside Australia).

If you do not hold a valid pre-requisite visa you will not be able to continue. You might be able to lodge a paper application.

If you do hold a valid pre-requisite visa and have selected the correct application based on your current location, you will need to contact us.

You are in a location that means you cannot use this service

Please check the eligibility criteria for the visa on our website. You should check that you are in the correct location to apply and have selected the correct application based on your current location (in or outside Australia).

If you have selected the correct application based on your current location but still get this error message, you will need to contact us.

Our records indicate that a member of the family unit cannot be included in this online application

Our records indicate that a member of your family unit might not be able to be included in your online application. You will need to contact us.

Our records indicate that applicant John Citizen is not able to complete an application for this visa. You will not be able to continue with this application. For further information or assistance please contact an office of this department in Australia, quoting reference 2444.

This error indicates that you have entered an incorrect visa grant number or visa label number on page five (Additional identity questions) of your application. If you save and exit the application you will not be able to continue past page four (Critical data confirmation) to fix the error. You will need to contact us.

Business Innovation and Investment visas

Subclass 132, 188, 888

Attachments cannot be provided online for Business Innovation and Investment visas

If you live in the People's Republic of China (PRC), Hong Kong (SAR), Macau (SAR) or Taiwan send your documents to the Australian Consulate General Hong Kong.

If you live elsewhere send your documents by registered post to the Adelaide office in South Australia - attention the Adelaide Business Skills Processing Centre.

Maritime Crew visas

Subclass 988

An application has already been received for this person, you cannot proceed with this application at this time

This message will appear if you have already lodged a Maritime Crew visa application. You will not be able to complete an online visa application until your previous visa application is finalised. If you have not previously lodged an application, you will need to contact us.

An application for this service has already been lodged within the last seven days

If you have applied for a Maritime Crew visa in the last seven days, you will not be able to lodge another Maritime Crew Visa. Once the seven days have passed, the online service will be available to you. If you have not lodged an application in the last seven days, you will need to contact us.

Partner visas

Subclass 300, 309/100, 820/801

The applicant is unable to continue this application as the related application details cannot be confirmed. The applicant might wish to review the information entered in this application prior to continuing.

If you are trying to complete the 'Sponsorship for a partner to migrate to Australia' form it usually means the partner visa application has not been submitted. The 'Migration to Australia by a Partner' form must be completed and submitted before the sponsorship form can be lodged.

If the message is received while trying to complete the 'Partner Visa – Information for Permanent Stage Processing' form it usually means you have entered the an incorrect Transaction Reference Number (TRN) or Application ID for the related application (your first stage partner application). Check the TRN or Application ID you have entered on page two of the application. These numbers are usually included in any correspondence you have been sent about your application.

Permanent Employer Sponsored or Nominated visas

Subclass 186, 187

The associated nomination details provided cannot be verified. The applicant will not be able to continue until the employer nomination has been submitted. Check the nomination details with the employer and amend if necessary. If the associated nomination has been submitted and this error is still displaying, contact the department for further advice.

This message appears in the visa application an incorrect Transaction Reference Number (TRN) for the associated nomination application has been entered, or the employer has not yet lodged the nomination application.

You will need to check the TRN with your employer and that the nomination application has been lodged before the visa application can be continued.

An employer nomination must always be lodged and the nomination paid for before the visa application can be completed.

Resident Return visa

Subclass 155, 157

The information you have entered has not enabled us to identify you

Our records indicate (based on the information provided), that we are unable to identify you. Please ensure that the information you have entered into your application is correct. If you have checked and re-entered your details and you continue to receive this error, you will need to contact us.

Note:

  • If you have been issued a new passport since you last left/entered Australia, you should update your passport details using the 'update us' link shown against applications in your ImmiAccount.
  • If you do not have an application, in your ImmiAccount, you can update your passport details using Form 929 Change of address and/or passport details and return it to an office of the Department.
  • If you are unsure of your visa grant number or visa label number, you can leave these fields blank. Your grant number can be found on the grant letter issued with your previous permanent visa. Your visa evidence number is 11 characters and can be found on the visa label if you have one in your passport. Do not include the V symbol or the < symbol.

You either:

  1. do not hold a valid pre-requisite visa OR
  2. this Department is unable to determine your eligibility to enable use of this service.

Our records indicate that you do not hold a valid pre-requisite visa or you are not eligible to apply. Please check the eligibility criteria for this visa on our website. If you do not hold a valid pre-requisite visa or you have let your current visa expire you will not be able to continue. You will need to lodge a paper application.

The following errors have been encountered:

  • Field Residential address State or Province is required
  • Field Residential address country is required
  • Field Residential address Australian State or Territory should not be answered.

This error message usually means you have missed completing a field of the Residential address details page.

If you currently live in Australia, you need to complete all of the following fields:

  • Address
  • Suburb/Town
  • Australian State or Territory
  • Postcode
  • Country.

If you currently live outside Australia, you need to complete all of the following fields:

  • Address
  • Suburb/Town
  • State or Province outside Australia
  • Postcode
  • Country.

Skilled Migration visas

Subclass 175, 176, 189, 190, 475, 476, 485, 487, 459 885, 886, 887

Our records indicate that a family unit member cannot be included as a migrating or non-migrating dependant in this online application

Our systems indicate that a member of your family unit might not be able to be included in your application to migrate with you. Please ensure that members of your family unit are in the same location as you (in or outside Australia) and hold the same visa as you. If you continue to receive this error you will need to contact us.

The information you have entered has not enabled us to identify family unit member

If you receive this message our records indicate (based on the information provided), that we are unable to identify members of your family unit. Please ensure that the information you have entered into your application is correct. If you have checked and re-entered their details and you continue to receive this error, you will need to contact us.

Your SkillSelect invitation has expired. Please be advised that your invitation expired on the date below and you can no longer lodge a valid visa application on the basis of this invitation.

This error message can sometimes appear on the final day of the SkillSelect invitation. An invitation is only valid for 60 days. If you receive this message, but the invitation has not yet expired, you will need to contact the SkillSelect Technical Support Helpdesk mailbox.

Temporary Activity visa

Subclass 408

Our records indicate that we already have a Temporary Activity Visa application for the person that is currently being assessed

Our records indicate that you have already lodged a Temporary Activity visa application. You will not be able to complete an online visa application until your previous visa application is finalised. If you have not lodged an application for a Temporary Activity visa you will need to contact us.

Our records indicate that you currently hold an Australian visa

Our records indicate that you might already have a valid visa. Continuing with this application might result in your current visa being ceased if granted a Temporary Activity visa. If you do not hold a valid visa, you will need to contact us.

Temporary Work (Short Stay Specialist) visa

Subclass 400

Our records indicate that one or more of the applicants is currently in Australia

This visa can only be applied for when all applicants are outside Australia. You will not be able to include a member of the family unit’s details in the application if they are in Australia. To continue, you can delete the link on the family member table in your application to remove the details from the application, however, members of the family unit could be disadvantaged if the application proceeds. Otherwise, you could contact us before proceeding with this application.

If the member of the family unit is outside Australia and you continue to receive this error you will need to contact us.

Our records indicate that the applicant John Citizen is not able to complete an application for this visa using this service. You will not be able to continue with this e-lodged application but can apply using a paper application. For further information or assistance you can contact your nearest Australian Immigration Office if outside Australia, or an office of this department in Australia, quoting reference 3173.

If you continue to receive this error, you will need to contact us.

Temporary Work (Skilled) visa

Subclass 457

Sponsorship application

Our records indicate that you are unable to complete an application online

This message indicates that there is a problem with the Business Sponsor. You will not be able to continue with this online application. If any of the following applies to the Business Sponsor you will need to contact the processing centre where the sponsoring business's head office is located.

  • Has the sponsorship application been withdrawn?
  • Has the sponsorship expired?
  • Is the Sponsorship ID entered correctly?
  • Has there previously been a Sponsorship refused?

All of these circumstances will prevent further lodgement of an online sponsorship application.

Nomination application

Please contact the department's Processing Office nominated in the Sponsorship Agreement

This message is displayed where the Business Sponsorship Agreement Number is incorrect, no longer valid or has been entered in the wrong field (ie. in the Sponsorship Application Transaction Reference Number (TRN) field instead of the Business Sponsorship Agreement Number field).

Please check and re-enter the details for the sponsorship. If you continue to get this message you will need to contact us.

Field Sponsorship Application Transaction Reference Number (TRN) is invalid

This message is displayed in the nomination application where the Sponsorship Application Transaction Reference Number (TRN) has been entered incorrectly. The format for a TRN is ten digits (letters and numbers), starting with EGO or EGN. You might be entering the Business Sponsorship Agreement Number in the TRN field.

Please check you are entering the correct number in the correct field.

Primary visa application

Our records indicate that the nomination position is already filled

You will not be able to continue with this online application and will need to contact us.

Our records indicate that this Nomination ID is unknown

This message is displayed where the Nomination ID cannot be identified by our systems. Please check and re-enter the Nomination ID. If you are still unable to use the Nomination ID you will need to contact us.

Please contact the department's Processing Office nominated in the Sponsorship Agreement

This message is displayed where the:

  • Business Sponsorship Agreement Number is incorrect, no longer valid or entered in the incorrect field or
  • Nomination Application Transaction Reference Number (TRN) is incorrect or has been entered in the wrong field.

Please check, re-enter the details for the sponsorship and / or nomination and make sure to enter the appropriate number in the correct field. If you continue to get this message you will need to contact us.

Field Nomination Application Transaction Reference Number (TRN) is invalid

This message is displayed where the Nomination Application (TRN) has been entered incorrectly. The format for a TRN is 10 digits (letters and numbers), starting with EGO or EGN. You might be entering the Nomination Approval Number in the TRN field.

Please check you are entering the correct number in the correct field.

Subsequent entrant visa application

The department has no record of the application reference number provided

This message is displayed if the Transaction Reference Number (TRN) of the subclass 457 visa holder entered does not match our system records. Make sure that the TRN entered belongs to the main (primary) 457 visa holder.

Other reasons for this error are:

  • The main (primary) 457 applicants' date of birth has been incorrectly entered
  • The main (primary) applicant has not yet been granted a 457 visa.

If, after checking and re-entering the details, you still receive this error you will need to contact us.

Your application cannot be accepted online as the department has not been able to identify the Primary Visa Holder from the details that you have entered.  

This message is displayed in the 457 Subsequent Entrant application where the Transaction Reference Number (TRN) of the subclass 457 visa holder has been entered in the wrong field. Please check that you have entered the TRN into the Visa Application Transaction Reference Number field and not the Visa Approval Number field.

If, after checking and re-entering the details, you still receive this error you will need to contact us.

Visitor visas

Subclass 600, 651 

Our records indicate that you are unable to apply for a Visitor visa using this online service

If you receive this message you will be unable to continue your online application. Please lodge your application at your nearest immigration office.

The information you have entered has not enabled us to identify you

Based on the information provided, we are unable to identify you. Please ensure that the information you have entered into your application is correct. If you have checked and re-entered your details and you continue to receive this error, you will need to contact us.

Note: This error is often received by visa applicants in Australia applying for an extension of a visitor visa. If you are applying for an extension, you must be in Australia and known to the department.

Your application cannot be accepted online as the department has not been able to identify you

As part of submitting an online application, we attempt to identify you against our records. If you receive this message, your details are not being recognised. Please check and re-enter your name, date of birth and passport details. If, after re-entering your details, you still receive this error you will need to contact us.

Departmental systems indicate that you are unable to make an application for an eVisitor

This error indicates that you might not be from an eligible eVisitor passport country or you might be entering your passport number incorrectly.

If you are not from an eligible country, you will need to submit a paper application at your nearest immigration office.

The Visa lodgement number (VLN) details provided cannot be validated, check the details and amend if necessary. Applicants may need to wait up to 4 hours from the time their Biometrics have been collected before using the VLN in a visa application. If this error message still appears after 4 hours, the applicant will not be able to continue and should review the eligibility information on our website

This error indicates that you may have entered some incorrect details. This could be the VLN number or your personal details such as passport number, date of birth or name spelling. Please check you have entered all details correctly.

You need to enter your own VLN as provided from the Australian Visa Application Centre (AVAC) in China. Check you are using your unique VLN that is linked to your biometric collection. The VLN must be entered exactly as provided.

If you continue to receive this error, you will need to contact the AVAC where you provided your biometrics.

Working Holiday visas

Subclass 417, 462

Your application cannot be accepted online as the department has not been able to identify you

As part of submitting an online application, we attempt to identify you against our records. If you receive this message, your details are not being recognised. Please check and re-enter your name, date of birth and passport details. If, after re-entering your details, you still receive this error you will need to contact us.

Note: To apply for a second Working Holiday visa you must have held a first Working Holiday visa. 

Our records indicate that you have a condition on your current visa that restricts the visas you can apply for while in Australia

You will receive this error message if you are in Australia and your current visa has a condition that prevents you making a further Working Holiday application. If you have applied for and received a waiver, allowing you to apply for a further Working Holiday visa you will still not be able to continue your application online. If you are eligible to apply, then you will need to lodge a paper application at your nearest immigration office.

Our records indicate that you have visa conditions 8510, 8511 or 8512 attached to your current visa

Visa holders who have these conditions will not be able to continue with this online application.

You are not able to proceed with this application as you have an unfinalised Working Holiday Visa application.

This message appears if our records indicate that you have lodged a previous Working Holiday visa application that is not finalised. If you receive this message you will not be able to continue your application online until your previous application is finalised. If you have not previously lodged an application, you will need to contact us.

Payment issues

Error – Declined
Error – Referred
Error – Unspecified failure

These errors can indicate a problem with your credit/debit card, including:

  • entering an invalid combination of credit card number, expiry date and Card Security Code (CSC)
  • reaching your credit limit (for example, the limit allowed for a single transaction or your daily transaction limit).

Check the card details you are entering. If you still get an error you might want to try another accepted credit card (Visa, Mastercard, American Express, Diners or JCB) or contact your bank for assistance. Your credit limit might need to be increased to pay for your application.

Note: Currently the only option of payment for most online applications is through a credit card/debit card.

Invalid Card Number : CardNum
Invalid Field : CardNum

This error indicates that the credit card number entered does not meet formatting and checks. You might have entered the credit card number incorrectly. Check the credit card number and try again.

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Payment Failed

Your card does not support this service. Please consult with your bank or make a call to 95516(1000040)

If you were paying for the application through a Union Pay card, you will need to contact your financial institution, to have issue resolved.