Uganda eVisa Application Portal
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Uganda eVisa Application Portal

Uganda eVisa Application Troubleshooting

Solutions for Common Problems, Payment Failures & Technical Errors

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Troubleshooting Your Uganda eVisa Application

Applying for a Uganda eVisa should be a straightforward process, but technical issues can occasionally arise. Whether you're experiencing payment failures, document upload errors, or system glitches, this comprehensive guide provides practical solutions to help you resolve common problems and complete your application successfully.

Understanding how to troubleshoot these issues can save you time and frustration. Most problems have simple solutions, and with the right guidance, you can overcome obstacles and secure your visa approval without unnecessary delays.

Payment Failures and Solutions

Resolving Uganda eVisa payment issues

Payment Processing Problems

Payment failures are among the most common issues applicants face when applying for a Uganda eVisa. These problems can occur due to various reasons, from bank restrictions to technical glitches.

Common Payment Error Messages

  • "Payment Declined" - Your bank may have blocked the international transaction
  • "Transaction Failed" - Connection timeout or processing error
  • "Card Not Supported" - Payment method not accepted by the system
  • "Insufficient Funds" - Account balance too low for the transaction
  • "Payment Gateway Error" - Technical issue with the payment processor

Solutions for Payment Issues

  1. Contact Your Bank - Inform them about the international payment to Uganda Immigration
  2. Try a Different Card - Use an alternative credit or debit card
  3. Check Card Limits - Ensure your daily transaction limit isn't exceeded
  4. Use a Different Browser - Switch to Chrome or Firefox for better compatibility
  5. Clear Browser Cache - Remove cookies and cached data before retrying
  6. Wait and Retry - System maintenance may cause temporary issues

Document Upload Troubleshooting

Common Document Upload Problems

Document upload errors can prevent you from completing your Uganda eVisa application. Understanding file requirements and technical limitations helps avoid these issues.

File Size and Format Issues

The Uganda eVisa system has specific requirements for uploaded documents:

  • Maximum File Size: Each document must be under 250KB
  • Accepted Formats: JPG, JPEG, PNG (PDF may not be accepted for all documents)
  • Image Quality: Must be clear and readable, not blurry or pixelated
  • Color Requirements: Color scans preferred over black and white

How to Reduce File Size

  1. Use Online Compression Tools - Websites like TinyPNG or Compress JPEG
  2. Adjust Image Resolution - Reduce DPI to 150-300 for scanned documents
  3. Crop Unnecessary Areas - Remove white space around the document
  4. Convert to JPEG - JPEG files are typically smaller than PNG
  5. Use Photo Editing Software - Programs like Paint or Photoshop for compression

Passport Photo Upload Issues

Your passport photo must meet specific requirements:

  • White Background: No patterns, colors, or shadows
  • Recent Photo: Taken within the last 6 months
  • Face Visibility: Clear view of face, no glasses or head coverings (except religious)
  • Proper Dimensions: 2x2 inches or 51x51mm minimum

Technical Errors and Browser Issues

Browser Compatibility

The Uganda eVisa portal works best with Google Chrome or Mozilla Firefox. Older browsers like Internet Explorer may cause errors.

Solution: Update your browser to the latest version or switch to a recommended browser.

Session Timeout Errors

If you take too long to complete the application, your session may expire, causing you to lose entered data.

Solution: Prepare all documents beforehand and complete the application in one sitting. Save your application ID to resume later.

Page Loading Issues

Slow internet connections or server maintenance can prevent pages from loading properly.

Solution: Check your internet connection, try a different network, or wait and retry during off-peak hours.

Application Status and Tracking Issues

Cannot Track Application Status

After submitting your application, you should receive an application ID via email. This ID is essential for tracking your application status.

Common Status Tracking Problems

  • No Confirmation Email: Check spam/junk folders
  • Invalid Application ID: Ensure you're entering the correct number
  • Status Shows "Deferred": Additional documents may be required
  • Processing Delays: Standard processing takes 2-5 business days

What to Do If Status Doesn't Update

  1. Wait for Processing Time: Allow 3-5 business days before inquiring
  2. Check Email Regularly: Immigration may request additional information
  3. Contact Support: Reach out to Uganda Immigration if status remains unchanged after 7 days
  4. Verify Payment: Ensure payment was successfully processed
Customer support for Uganda eVisa

Dealing with Application Rejections

Why Applications Get Rejected

Understanding common reasons for rejection helps you avoid common mistakes and reapply successfully.

Common Rejection Reasons

  • Incomplete Information: Missing or incorrect personal details
  • Invalid Passport: Passport validity less than 6 months
  • Poor Quality Documents: Blurry or unreadable scans
  • Missing Yellow Fever Certificate: Vaccination proof is mandatory
  • Incorrect Photo: Photo doesn't meet specifications
  • Payment Issues: Payment not received or processed
  • Previous Visa Violations: History of overstaying or immigration issues

Steps After Rejection

  1. Read Rejection Notice Carefully: Understand the specific reason for denial
  2. Correct the Issues: Address all problems mentioned in the rejection
  3. Gather Proper Documents: Ensure all required documents meet specifications
  4. Reapply: Submit a new application with corrected information
  5. Allow Processing Time: New applications take 3-5 business days

Note: Visa fees are non-refundable, so you'll need to pay again when reapplying.

Email and Communication Problems

No Confirmation Email

Check spam/junk folders. Add visas@immigration.go.ug to your contacts. Wait 24 hours before contacting support.

Approval Letter Not Received

Check all email folders. Verify email address used in application. Contact immigration with your application ID.

Cannot Open Attachment

Ensure you have PDF reader installed. Try opening on different device. Request resend if file is corrupted.

Wrong Email Address Used

Contact Uganda Immigration immediately with your application ID and correct email address to update records.

Frequently Asked Troubleshooting Questions

This can happen due to payment gateway delays. Wait 24-48 hours for the system to update. Check your bank statement to confirm the deduction. If the issue persists, contact Uganda Immigration with your transaction reference number and application ID. Do not make another payment until the issue is resolved.

No, you cannot edit an application after submission. If you made an error, you must contact Uganda Immigration immediately with your application ID and explain the mistake. For minor errors, they may be able to correct it. For major errors, you may need to submit a new application.

Session timeouts occur after 15-20 minutes of inactivity for security reasons. To avoid this, prepare all documents before starting, complete the application in one session, and avoid leaving the page idle. Save your application ID to resume if needed.

Contact Uganda Immigration immediately with both application IDs. Explain the situation and request cancellation of the duplicate. Note that visa fees are non-refundable, so you may not receive a refund for the duplicate application.

After uploading each document, you should see a confirmation message or checkmark. The system will also show a preview of uploaded documents. If you're unsure, complete the application and check the confirmation email, which lists all submitted documents.

How to Prevent Common Issues

Issue Type Prevention Strategy Best Practice
Payment Failures Notify bank before applying Use internationally enabled cards
Document Upload Errors Compress files under 250KB Use JPG format, test uploads beforehand
Session Timeouts Prepare all documents first Complete application in one sitting
Browser Issues Use Chrome or Firefox Clear cache, disable ad blockers
Application Errors Double-check all information Follow the application guide
Missing Emails Use reliable email provider Check spam folders, whitelist sender

When to Contact Uganda Immigration Support

Situations Requiring Official Support

While many issues can be resolved independently, certain situations require direct contact with Uganda Immigration authorities.

Contact Support If:

  • Payment Discrepancies: Money deducted but application shows unpaid after 48 hours
  • Processing Delays: No status update after 7 business days
  • Application Errors: Critical mistakes in submitted application
  • Technical Glitches: Persistent system errors preventing submission
  • Missing Approval: Status shows approved but no email received after 3 days
  • Duplicate Applications: Accidentally submitted multiple applications

How to Contact Uganda Immigration

  • Email: visas@immigration.go.ug
  • Online Portal: Check status and submit inquiries through the official website
  • Include in Your Message: Application ID, full name, passport number, detailed description of issue
  • Response Time: Typically 2-3 business days

Important: Always keep your application ID and transaction reference numbers for all communications with immigration authorities.

Ready to Apply for Your Uganda eVisa?

Now that you know how to troubleshoot common issues, start your application with confidence. Follow our guides to ensure a smooth, error-free process.

Start Your Application

Need more help? Check our FAQ section or read about what to do after approval.