Online Right of Abode Application - Payment Failed

[zzzzxc]

During an online right of abode application (for my mother), a credit card payment failed. However the immigration website behaved as though the payment succeeded. We had at that point 10 working days to send documents such as passports, marriage certificate.

After emailing the immigration department about website failure, they replied they'd email the payment department and would get back to us. That was the last we heard from them.

Now documents must be sent within 5 working days. We are unsure what to do or where to go for advice. Some questions we would like to answer are:

Would it be possible to restart the application? Could we just wait the 5 days and re-apply? Or should we just go ahead and send the documents?

Any help or ideas about what we might do in our situation would be very much appreciated.

[Zerubbabel]

Tricky...

If at one point when processing the application they discover that the payment wasn't made, they will just cancel it and return everything to you.

I would send the documents within the requested timeline and add a cheque and a letter explaining the payment didn't go through. But if it's not within their process, they will reject the application and you would have to apply again.