Help Center
Deep answers across speed, approval, refund policy, documents, account, and security. For country-specific details (eligibility, government processing windows, document checklists) visit the destination page from our destinations grid.
Speed & timing
How fast we work, what the tiers mean, when to start your application, and how to upgrade later.
How quickly will my visa actually be issued?
It depends on the country and the tier you pick. Standard reviews are typically 1 to 3 business days plus the government's processing window. Rush moves you to the front of our queue with specialist review within 24 hours. Super Rush ships same-day with real-time status tracking. The government's own processing window is separate and varies by destination, every per-country page lists the current range.
What does 'same-day' on Super Rush mean exactly?
It means we will have a specialist review and submit your application to the government within the same business day you pay, provided your documents are complete when we receive them. The government then has its own processing window. Same-day refers to our submission, not the government's decision.
When should I apply if I have a tight deadline?
Start the wizard as soon as your travel dates are confirmed. Even on Super Rush we recommend at least 48 hours of buffer before your flight to account for the destination authority's own processing. Per-country pages show real government processing ranges so you can plan accurately.
Can I upgrade my tier after I started the application?
Yes. Email us with your tracking code and we will move your application to the new tier and bill the difference. This is the most common change request, especially when travel plans accelerate.
Approval & rejection
What specialist review actually does, why applications get denied, and what happens if yours does.
How does the specialist review actually work?
A trained visa specialist opens your application and checks the passport scan quality, photo specs, eligibility against the destination's current rules, accommodation declaration, and field accuracy. If anything is off, we email you with a re-upload or clarification link before the government sees the application. This single step eliminates the majority of avoidable rejections.
What are the most common reasons for rejection?
In our experience: photo specs (wrong background, glare, head size), passport validity below the minimum window, mismatch between declared accommodation and itinerary, missing or unclear scan of the bio page, and using the wrong visa subclass for the trip's purpose. The wizard surfaces these requirements and our specialists catch the ones the wizard cannot validate automatically.
Can VisitPass guarantee my visa will be approved?
No, the issuing government has the final say. What we can guarantee is the quality of your application before it reaches them: a specialist review against current rules, valid documents, and accurate fields. That is the work that minimises avoidable denials.
Can you appeal a denial on my behalf?
Most visa denials cannot be appealed in the same path, the standard remedy is to apply through a different visa class (for example, switching from ETA to a standard visitor visa at an embassy). Our specialists explain the next-best path in the denial email and offer to handle the refile when applicable.
Refund policy
Service Fee vs Government Fee, Denial Protection, and how cancellations work.
Will VisitPass refund me if my visa is denied?
Our Service Fee is refundable in most denial scenarios when the rejection was not caused by incomplete or inaccurate information you provided. The Government Fee is paid directly to the issuing authority and is non-refundable, that money never sits with us. Each per-country page explains the specifics for that destination.
What is the Denial Protection?
For supported visa types we offer Denial Protection, which also refunds the Government Fee if your visa is denied for reasons outside your control. It is optional, priced per country, and our specialists will recommend it only when it is worth the extra cost based on the wizard answers you provide.
How long does a refund take?
Refunds are processed back to the original payment method within 1 to 10 business days of approval. We notify you by email at each stage. For Denial Protection claims, the government-fee portion follows the same window once the denial reference is confirmed.
Can I cancel my application before it is submitted?
Yes. While your application is in Draft status (before specialist submission) you can cancel for a full refund. Just reply to your confirmation email, or contact us with your tracking code. Once the application is submitted to the government, only the Service Fee is refundable per our policy and the Denial Protection rules apply where relevant.
Documents
What you will need, photo specs, how we submit on your behalf, and document retention.
What documents will I need before I start?
Every destination has a different list, but the universal essentials are: a passport with at least six months validity (some destinations require more), a recent digital photo on a plain background, and your travel itinerary including accommodation. Each per-country page has a precise checklist for that destination.
What photo format does VisitPass require?
We accept standard digital passport photos: face centred, plain neutral background, no glasses or hats unless religious, recent (within the last six months). Our specialists check format compliance against the destination's current rules; if your photo will not pass we email you with a fix link before submission and our specialists can adjust borderline photos as part of the included service review.
Do you upload my documents to the government on my behalf?
Yes. Once payment is confirmed and our specialist has reviewed the application, we submit it to the destination's official portal on your behalf. You receive a confirmation email with the government-side reference and tracking code so you can verify directly with the authority.
How are my documents stored after submission?
Identity fields and document scans are stored encrypted at column level with keys managed in a hardened vault. We retain documents for the duration required by the destination authority and our records-retention policy; after that they are securely deleted. Operator access is logged.
What happens if the government requests additional documents after I submit?
If the destination authority writes back asking for clarification or supplementary documents (police certificate, proof of income, accommodation confirmation, etc.) we email you immediately with a secure upload link. Our specialist reviews the new documents and resubmits the response on your behalf, there is no extra Service Fee for resubmissions. The government's own decision clock pauses while they wait for your reply, so responding quickly keeps your visa on schedule.
Account
Optional sign-in via secure single-use email link, multi-traveller applications, and profile preferences.
Do I need an account to apply?
No. VisitPass has no accounts, logins or passwords. You apply with your email address and receive a tracking code; check progress any time at the tracking page, and the secure link in your confirmation email opens your application directly. Each traveller's application has its own tracking code.
How do I open my application from the email link?
Your confirmation and receipt emails include a secure one-time link that opens your application status page directly, with no password to remember. The link is tied to your tracking code; you can also enter that code manually at the tracking page at any time. For security the link expires after a period, but your tracking code keeps working.
Can I apply for multiple travellers at once?
Each traveller needs their own application. You complete and pay for one, then start the next; your saved details are reused, so it's quick. The Service Fee is billed once per traveller and the Government Fee at the destination authority's official rate per applicant; there are no family or bulk discounts. Every application is reviewed individually by a specialist and tracked independently under its own tracking code.
What payment methods do you accept?
We accept Visa, Mastercard and American Express through our European card processor. Payments are charged in USD; your bank handles any currency conversion at its own card-FX rate. Apple Pay and Google Pay are on our roadmap. We never store full card numbers; only the last four digits appear on your payment receipt.
How do I change my email or preferred language?
Your emails are sent in the language you applied in. If you need to correct the email address on an application, or change anything else, reply to any email we have sent you or contact us with your tracking code and a specialist will update it. There is no account or profile to manage.
Security & privacy
EU hosting, GDPR, encryption at rest, data-deletion requests, and our Data Protection Officer.
Where does VisitPass host my data?
On European Union infrastructure compliant with GDPR. The platform runs on EU servers with column-level encryption on identity fields and operator access logging. We do not transfer applicant data outside the EU except where strictly required to file the application with the destination's government portal.
Will my data be sold or shared with third parties?
No. We do not sell applicant data, and we do not share it with third parties for marketing. The only external transfers are to the destination authority required to file your application, and to our specialised payment provider to process your payment. Both relationships are governed by data-processing agreements aligned with GDPR.
How do I delete my data after my visa is issued?
To request deletion, email our Data Protection Officer (the address is in the footer of every page) with your tracking code. We retain data for the period legally required by the destination authority and tax law, then delete it securely. Documents are encrypted at column level throughout the retention window and operator access is logged.
Who do I contact about data protection?
Our Data Protection Officer's email is published in the footer of every page and in our Privacy Policy. You can write to us about access requests, rectification, deletion or any other GDPR right; we verify your identity (via the email on record or your tracking code) before acting and respond within the deadlines set by EU regulation.
Still stuck?
A real specialist will reply to any email, 24/7. Include your tracking code if you have one, so the right specialist can handle it directly.