New Passport Upgrade Service!

I was emailing them for ages. But I seen a different number on a Facebook group so I started calling that yesterday feeling very deflated. Anyway turns out my sons passport wasn't linked to my daughters so they were expecting my birth certificate which they were never going to get because I don't even have it back from my daughters application which I received weeks ago. Anyway after a super helpful lady sorted it out they called me around 3pm to says it's done and I could collect today. I now have it. Also if the progress team don't do there email to the upgrade apparently it will not get looked at so do make sure you speak to progress team first before firing off any emails. Best of luck to everyone

How do I speak to the progress team?

@kel85, what number did you use yesterday and what team managed to sort for you as I have a similar issue! Due to fly Saturday.

01633745709 I would 100% use this number. The majority of people are more successful than calling the 0300 number. A lot of them callers have actually admitted to me that they know what we know they have no power to transfer you to progress team they just message them saying your name and to call them back. So i assume they are there to take the pressure of the progress and upgrade team. My sons application was in Glasgow but they sent it to the liverpool team to print as that is my local office.

@carolmu1992 so my husband went to the office and waited in the Enquiries queue, they took our PEX no and went to check our case. They came back to advise they would liase with Liverpool (where our documents were sent) and came back fairly quickly and said for him to come back for 4.30pm and it would be ready for collection! 👏😊 To say I’m over the moon is an understatement, I highly recommend going to your closest office within 48hrs of travel to hopefully get assistance! The upgrade team phoned me and they’re incredibly busy and trying to work through them all. I think it’s worth hanging out until last 2 days, good luck everyone!

Sadly it’s not that easy. I work virtually everyday and I do not drive. So it’s expensive to do these sorts of things. I just have to hope they’ll call.

Does anyone know if you have to go to the office your passport is being processed at 48 hours before or if you can turn up to your closest office and have it transferred over there and then if you are traveling within 48 hours?

Hi All, I managed to speak to someone today who was super helpful using the advice line: 01633 745709. A million times better than the three times i tried on the 0300 today with refusal to transfer me to anyone. Anyway, thought I'd share what I was told as may be helpful. I appreciate everyone is getting different messages but it seemed to make sense based on my specific case. My application was submitted April 4th, with my marriage cert for change of name sent the same day. Application changed to 'processing' on the 26th April and has been stuck there ever since. I called on Friday to 'upgrade' as I travel on the 3rd June. I was asked to send proof which I did straight away, at the same time I got an automated message back saying 'upgrade logged you'll get a call within 48 hours' I was told my documents are in Durham but I also sent to Glasgow as that is my local office - blind hope more than anything. I have had no call so I called this morning as 48 hours had passed to be told that process changed yesterday and I just had to wait, got this 3 times today so called the 01633 number this afternoon. I was told a few things: - The process had indeed changed, due to the sheer volume of upgrades and they were now working by travel date not 48 hours from 'upgrade', He said to the best of his knowledge on average, but did stipulate that every office is different, they are working on travel dates of 29th May today, some offices were working faster and some were working slower - with some cases being 48 hours before travel. - He said the upgrades team will be in touch, but couldn't say how far in advance of travel and that you'd be offered a send out of the passport, or to collect from your local office but this could be as close as the day before you travel - As my application was logged prior to the 11th April, I would not be charged for the upgrade. This seems to be some sort of cut off - I didn't ask why. It may or may not be helpful, but I feel better having actually spoken to a human who managed to somewhat explain the situation to me. Whilst he couldn't give me exact details, he at least explained how they are working through applications. I know it doesn't help everyone but having the information and being able to now make a decision about when I have to potentially change travel has made me feel somewhat better.

We fly out Thursday 26th May, so in 2 days. My friend requested an upgrade almost 2 weeks ago. She got an email a week ago confirming the receipt of an upgrade. She got a call this morning at 11.30am saying she can pick her passport up at 3.30pm tomorrow at Peterborough but she has to have an interview first as it’s her 1st ever passport. They said she should get another call and an email with teams invite link for her interview, within 4 hours but they can’t guarantee that and it could be in morning. Very helpful :/ The 4 hours expired almost 2 hours ago and she’s not heard anything yet. So we’re getting closer but still the stress of waiting! :(

Thanks Clare. That’s helpful to know. I’m in a similar boat to you, travelling on 4th June. Been waiting since mid-March and waiting for my upgrade. Did anyone happen to tell you if the bank holidays are an issue? I’m curious if I need to resolve this by Wednesday or whether I’ll be able to pick up the passport on the bank holidays.

Would also love to know this information.

They didn’t say anything about bank holidays, my thought was to leave another few days and try and call again for a further update (and the new process as it seems to be changing every few days!). If the offices are still open for pickup it might be ok, but if it’s courier I’m screwed! Will hopefully be able to make a decision by Monday depending on status!

Can be any closest to you 😊

We have success, Peterborough were very helpful and we now have our sons passport ready for Thurs 26th! Don’t lose hope, if you can get to your nearest passport office within 48hrs of travel then it’s well worth it! 😊

Did you go to their offices? My passport after 6 weeks has now disappeared, cant even track it online.

Yes my husband did and stood in the enquiries queue, they took our PEX ref and then went from there!

@gremzy are you sure it can be your closest one?

I'm extremely feeling hopeful. Awaiting my daughters first time application, started application end of March, then submitted Mid April when I finally got someone to confirm identity. They received documents on 7th of May. Benn waiting since then. Decide to email the Peterborough Upgrade Team a few times, without much success apart from automated messages BUT today I decided to email 4 different upgrade teams, Belfast, Durham, Liverpool and Peterborough and Belfast have got back to me today. Apparently they want my marriage certificate, which is already in the system because I've happened to renew my passport with my married name on it at the same time and it hasn't been sent back to me yet. Anyway, I've emailed them my application reference so hopefully it turns around and wee get to go on holiday on the 8th of June My advice is, email all upgrade teams possible within 15 days of travel. Also, this sounds daft but make sure you use capital letters eg 'PeterboroughUpgradeTeam@hmpo.gov.uk' or 'BelfastUpgradeTeam@hmpo.gov.uk' I found I got a response when I used capital letters rather than all lower case. Good luck everyone!

@lilcd12 yes our documents were sent to the Liverpool Passport office and we live in Hertfordshire so we went to Peterborough office and they contacted Liverpool Upgrade team and made it was printed at their office so we could collect 😊

so did you turn up at your closest one then? sorry to ask so many questions, i fly on sunday the 5th and because of bank holiday will have to go on saturday the 4th. My clostest office is newport but have been told my application is beiing processed at durham. So i can go to newport saturday morning and be able to walk away with my passport that day? (its been in system more than 6 weeks and i do have flight confirmation)

@lilcd12 yes went to Peterborough and our application was being processed by Liverpool. Yes I’d say there is every chance you can walk away that day with you passport like we did. Go first thing and there should be an enquiries queue as well as one for appointments. Someone will assist, tell them you’re travelling the next day and they should be able to help! They’ll get in touch with Durham and if there are no issues with your application they’ll process that day and ask you to come back and collect. Go to Newport either day before bank holidays, if not too far or on the sat!

We sre due to travel tomorrow. Thursday 26th. I emailed upgrade team as first advised Thursday 19th. Heard nothing Called again Monday told to wait. Called again Tuesday told very unlikely as only 48 hours to go!! Told to email upgrade team again. Very frustrating 😡..we applied 26th March. 5 children's 1st passports. Received one with 3 weeks but not the others! I would even collect passports tomorrow on the way if only someone would call me. It is not being done in date order at all like they keep saying. Its just Just one lie after another.

Hi guys, absolutely buzzing as I’ve just for the call for the passport to collect. Travelling on Sunday, all I did was call up once and email twice. That’s literally it. However, there is one little thing I’m worried about. After he called me he left a voicemail stating I need to bring ID. I don’t drive so I don’t have have a drivers license. Also obviously I don’t have a passport… what do I do? Can I bring birth certificate or I’ve got a card that has my face and name on to prove I work somewhere, but it’s literally just plastic. Also just another thing, nothing was said to me about payment so is there no fee? I emailed upgrade team.

@stressedoutmum5 go to your local passport as soon as you can, TODAY! they will help you get it, we got ours yesterday from Peterborough and also fly tomorrow 26th! I got the call whilst my husband was there and I authorised him to pick it up

@wanokuni yes just take what Id you have, birth certificate, bank cards whatever you have. No payment was taken