eVisa - agent FAQs
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How do I resolve common error messages?
If you receive the error message:
- 'You may be in a location that means you cannot use this service. Please contact the nearest DIAC or Australian Government Office.'
You should:
- Make sure that the answer to the question 'Are you submitting this application from outside Australia ?' is answered correctly.
- It should be consistent with the applicant's address details provided.
If you receive the error message:
- 'The information you have entered has not enabled DIAC to identify you. Please re-enter details or contact the nearest DIAC Office'
You should:
- Check the location of the applicant and ensure that if they are a new applicant that they are outside Australia.
- If they are in Australia or should be known to the Department, ensure that the personal details entered for the applicant and/or dependants are correct.
If these steps do not fix the error, please contact our nearest office.
What are the rules for passwords?
The following outlines rules for passwords that MUST be met when resetting your password for the eVisa system. Passwords must:
- be renewed every 28 days, or they will expire
- be at least six characters long and contain two or more alphabetic characters and two or more numeric characters
- not be repeated - you cannot re-use an old password.
Can agents, relatives or friends pay for another person's application using their credit card?
(i.e. credit card name doesn't match the applicant's name)
Yes. An agent, relative or friend can pay for another person's application, but this is a matter between the applicant and the credit card holder.
Are my credit card and other details safe when I apply online using eVisa?
Yes. eVisa uses the Hypertext Transfer Protocol Security (HTTPS) protocol. This protocol uses the 'Secure Sockets Layer' (SSL) which provides encryption for all messages to and from the web site.
During a session, only your Web Browser and the Web Server have the digital keys needed to decode them.
This means that the information sent between your browser and the Web Server cannot be read or tampered with by any other party.
What can I do if I make a mistake in an application?
Once an application has been submitted and the credit card payment has been processed, you cannot cancel the transaction and the payment cannot be refunded.
It is important that you are careful when entering details into an application.
If you find out later that you have made a mistake in a visa application, you can:
- contact the appropriate processing centre wher the application was lodged, or
- lodge a new visa application and pay the new required visa charge.