If you’ve received your eVisa or eTA approval email and noticed incorrect information on the document, don’t worry, here’s what to know and how to proceed.
🧾 Why Did This Happen?
Our system is increasingly automated and now supports passport scan validation for many destinations. When passport scans are required, our platform automatically verifies that your application details match the information on your document. If issues are flagged, such as name mismatches or unreadable images, a specialist may step in to review your application before submission.
However, some destinations don’t require a passport scan. In those cases, we rely entirely on the details you enter during the application process and submit that information directly to the government. If something was entered incorrectly, it may appear that way on your approved document.
You can learn more in our Terms & Conditions.
✅ What You Don’t Need to Worry About
Some mistakes won’t affect your ability to travel and don’t require corrections or reapplication, such as:
- Phone number
- Home address
- Accommodation details
These can typically be confirmed verbally at border control if needed.
❗What Requires a New Application
If any of the following are incorrect, you may need to submit a new application:
- Full name
- Passport number
- Passport issue or expiry dates
- Date of birth
- Arrival date
🔄 Reapply & Rejection Protection
If you purchased our Reapply & Rejection Protection add-on, you’re entitled to one free reapplication. Simply submit a request here and we’ll help you through the next steps.
What It Covers
- Sherpa will only process reapply requests up until, but not including, the day of travel specified in the initial application. For example, if your initial application specifies a travel date of July 25, you can only request a reapply up until July 24.
- Sherpa will only process reapplies if the government allows reapplication. There are some cases where governments do not allow applicants to reapply, in which case Sherpa can only offer a refund.
- Eligible refunds based on these terms will cover the value of the government application fee and Sherpa service fees. The Reapply & Rejection Protection fee is non-refundable.
- This coverage only applies to eVisa & ETA services purchased from Sherpa as part of this transaction. This coverage does not apply to other purchases made through Sherpa. This coverage does not apply to any other travel products or services, such as flights, hotels, or tours.
- In cases of a reapply, the new application must be for the same applicant as the initial application.
- Refunds are only offered in the case of an application being rejected. Reapply & Rejection Protection does not cover refunds in cases where (1) a visa is no longer required or is no longer valid due to changing government policies, (2) a trip is disrupted due to general border closures or restrictions, or (3) any other case that is not an individual rejection of an application.
🔗 Still Have Questions?
We’re here for you. Contact us here and we’ll get back to you as soon as possible.
