If your document is rejected it will include a brief explanation on the reason. More detail is provided below.
"Incorrect document"
Make sure you have uploaded the correct type of document. For example, do not upload proof of vaccine status instead of negative test results, sworn statements or other document types.
"Wrong type of test"
The test must meet performance standards of ≥97% specificity, ≥80% sensitivity at viral loads above 100,000 copies/ml. You must check with your test provider that the test meets the standards.
"Document not from a recognised country"
Countries with an approved proof of vaccination and examples of proof required can be found here.
"Document incomplete"
There is information or pages missing from your document. If your document is spread over multiple pages you may need to merge the files into a single PDF, or a photo that shows both pages together.
"Incorrect name on the document"
The name on the submitted document must match the persons name on the passenger list.
"Document not filled out correctly"
There is a general error on your document - double check the details and submit again.
"Document out of date"
Tests and documents must be completed within the correct window of time before travel. Documents completed too early, or tests taken too early are invalid for travel. Check the specific document or requirement for the precise timing required.
"Positive test result"
If you test positive for COVID-19 you will not be permitted to travel. If your test is incorrectly detected as POSITIVE please contact us as soon as possible.
"Duplicated COVID test kit reference number on PLF"
Each booked test kit reference number is unique and cannot be used multiple times for different people/PLFs.
"Document cannot be read"
The document cannot be opened or read. If uploading a photo of a document, ensure the details are all clearly visible, the photo is the correct way up, in focus and well lit.
If uploading a PDF double check you can open and view the file yourself without issue.
"The QR code is unreadable"
We were not able to automatically or manually scan the submitted QR code. If submitting a photo of a QR code, ensure it is a clear sharp and well lit image.
"The QR code is not valid"
The QR code on your document was readable, but not valid for the document you have uploaded. Ensure you have uploaded the correct document for the correct individual.
"Insufficient vaccination"
Your vaccination status is not correct for the country you are entering. Check what qualifies as "Fully Vaccinated" for entering the UK and France.
"Type of vaccine not accepted"
The vaccine on your certificate is not accepted by the country you are entering. Check what qualifies as "Fully Vaccinated" for entering the UK and France.
"Vaccination too recent"
Not enough time has passed since your vaccines being administered for you to be considered fully vaccinated. Check what qualifies as "Fully Vaccinated" for entering the UK and France.
"Document uploaded too long ago"
The document was uploaded too early, and has now expired and can no longer be used for travel. It's likely that it you will need to complete the document again before uploading so that it's valid for an upcoming booking.
"No time supplied in COVID Test"
Your test results must display the date and time at which the test was taken/submitted. Your document was rejected because the time was either not present, or not visible on the document you uploaded.