UKVI account rejects the addition of passport

[marsupilami]

My wife created her UKVI account using her brp and she was able to see her eVisa. She then tried to link it to her current passport, which was issued a few months ago (her spouse visa was issued two years ago). She received a rejection letter saying the following:


“ You recently requested to add a new identity document to your UK Visas and Immigration account.
We could not approve your update request because your name on your new passport is different to what is on your account. If your name has changed, you need to update your personal details first.
We have now closed your request.”


Her name has not changed, so why was it refused, why does the email claim a mismatch name? Has anyone experienced this? Do you need to link the eVisa to the passport at the time of visa issue even though it has expired since? Could anyone who experienced this kindly share how you solved the issue? We tried to contact the webchat earlier this evening (7.20pm) but it’s just a useless robot.

[manroop450]

Hi - I am having the same issue. Did you manage to link it? Thanks

[Stubborn charles]

I’m having the same issues. let us know the update please

[thilandeneth]

Hi had a similar issue. Did you manage to resolve this?

[Derrin]

I have a same issue, please let me know if any one sorted

[marsupilami]

I have created this thread months ago and shockingly, it's still not resolved. I found out that the reason is that their online ai-system, fully automated, can actually recognise only one single type of MRZ-passport field. All passports that are unlucky enough to have a MRZ structure stlightly different from what those cheap programmers have set, will see their passport systematically refused when trying to link it. It will give the "if you have hanged your name.." error even if you have not changed changed your name at all. For example if your MRZ shows FirstName<LastName with one < instead of <<, or with the name inverted instead of their program (a bit long to explain here, im just outlining the idea,there are many MRZ format, but their system recognises only a limited number due too poor programming)
At the moment, some have tried to solve the issue by posting their passport (with all the risks this entails). Has anyone managed to solve it by other means?