Due to a technical issue arising from a software update, 12,097 passports issued to customers by the Passport Service between 23 December 2025 and 6 January 2026 were not fully compliant with international travel standards.
Upon identification of the issue, the Passport Service contacted all affected passport holders and requested that their passports be returned for replacement. The Passport Service established a response team to support impacted customers including a dedicated phone line and email address. In addition, the public office opened to customers over the weekend of 10 and 11 January to replace affected passports.
Within 3 weeks of the initial outreach to customers, 75% of affected passports had been returned to the Passport Office for replacement. Replacement passports were issued free of charge, with no additional fee incurred by passport holders.
To date, over 96% of affected passports have been returned and replacement passports issued by the Passport Service.
Where passports remain outstanding, the Passport Service has contacted the relevant passport holders on multiple occasions by telephone, email and letter to remind them of the importance of replacing the passport and advising on the arrangements in place to facilitate same.
