Frequently asked questions about problems in our e-services
We have gathered the most common questions about our e-services. Among them you can find answers that may allow you to solve a problem yourself.
Try this at first
Many of the phone calls that come to the Swedish Migration Agency can be solved by clearing your web history and cookies and using a private network.
If an error has occurred during the use of the Migration Agency's e-services, the error may be saved in your browser. This means that errors that may no longer exist are still visible in the e-service. By clearing cookies and your web history, you reset your browser and your problems may have disappeared.
For most browsers you will find the cleaning function under settings.
Sometimes the Migration Agency's e-services do not work on public networks, different types of corporate or job networks. This is because firewalls can block the Migration Agency's e-services, and can apply even if you have your own private computer with you.
Therefore, test the Migration Agency's e-services from a private network.
If you suspect a technical error in the e-service or if the e-service becomes locked, try to reload the page by pressing F5 (PC), Command+Shift+R (Mac) or the reload button on your browser.
Questions that may come up when using the Migration Agency's e-services
If you do not receive an email from the Swedish Migration Agency, it may be that the email has gone into your junk mail folder. If the email cannot be found there, call or email us for more information.
Another reason can be that you wrote your email address incorrectly. If you are in the midst of creating an account, you need to create a new registration for yourself.
If you have already begun your application and filled out your relative’s email address incorrectly, your relative will not receive any email. In that case, you need to phone or email us.
In connection with sending in your application you will receive a popup window that confirms your application has been paid for and submitted. You will also have received an email. If you have not received an email and are not sure whether your application has been received by the Swedish Migration Agency, you can call or email us.
When you submit an application for a permit, you receive an email from us in which we confirm that your application has been received. In the same email you will find the control number for the application. On our website you can log in to My page to check if your application has been received or if you have received a decision.
When you have submitted an application for a permit, you will receive an email from us in which we confirm that your application has been received. In the same email you will find the check number for the application.
If you have received a control number, the Swedish Migration Agency has received your application.
To close your account, you need to contact the Swedish Migration Agency by phone; see the phone number on the Call us page. Press 1 and then 7 for technical support.
Please have your account details at hand during the conversation, i.e. the email address and phone number (in case you stated one) that you used to verify the account when you created it.
Questions about logging into the Migration Agency's e-services
If you no longer remember your password or if the password is no longer valid, you can receive a new password. In the email that was sent to you when you registered as a user, there is a link to you application. When you click that link, you will arrive at the page where you log into the service. On the login page, select "Forgot your password". Follow the instructions to have a new password sent to you by email.
For security reasons, we cannot retrieve your user name in the system. If you do not remember your user name, you have to start all over again, which means that you need to submit a new application.
In connection with your family member submitting their application, an email will have been sent to your email address. Even if you have not received the email, you can still fill in the questionnaire by registering as a user on our website. But in order to register and fill in the questionnaire you need the control number for the application. Contact your family member to receive the number.
No. Once you have submitted your application, you can no longer add documents or change details in the e-service. If you want to submit more documents or details, you can email or mail them to the Swedish Migration Agency.
You may receive a message stating that your social security number is incorrect if you make the wrong type of application. This may, for example, making a web application as a relative of a student when you are a relative of someone who work in Sweden. Therefore, please check that you have started the right kind of application.
If you are unsure of what application you should do, you can call us.
This may be due to a temporary disruption or that the Swedish Migration Agency's mobile operator is unable to deliver the text message for some reason.
This may be, for example, because the mobile operator responsible for the mobile number abroad does not deliver text messages from our sender MIGR. When you receive the text message it will not come from a number but will be a sender with letters, which some mobile operators may categorise as spam.
Examples of countries that we cannot send text messages to are Turkey and the Philippines.
To check why you are not receiving the SMS code, you first need to contact the operator responsible for the mobile number the code is to be sent to, to find out if they allow text messages from the sender MIGR.
If the mobile operator does not have any restrictions, you need to contact the Swedish Migration Agency's technical support for e-services in order to troubleshoot the problem. You can reach us at 0771‑235 235 between 09:00 and 15:00 Monday to Friday. Select one (1) to reach the contact center and then select seven (7) to get to web support.
To be able to log in with two-step verification, you need to be able to receive text messages. Text message traffic may stop working, temporarily or permanently, and you may need to change the phone number on your account to sign in again.
If you need to change the phone number linked to your account, the Swedish Migration Agency can do so. This change can only be made through telephone contact with us, as the Swedish Migration Agency needs to do a verbal verification.
You can reach us at 0771‑235 235 between 09:00 and 15:00 Monday to Friday. Select one (1) to reach the contact center and then select seven (7) on your phone to reach web support.
When you contact the Swedish Migration Agency, you need to have access to your email address and the new phone number (which is not already being used for another account).
Questions after you submit your application
Some characters are not accepted. The characters you can use in the e-service are:
Å Ä Ö Ü É
å ä ö ü é
. , :
This may be due to your card being connected to the 3D-Secure service. These cards are verified before the system can carry out the payment. But sometimes the communication between the issuer of the card and the bank does not work. Because of this you need to contact your bank if you cannot pay with the bank card.
For security reasons, you have 30 minutes on each page of the application before you are logged out.
If you need to log in to continue your application, you must use the link in the email you received when you started the application.
Note that in some web browsers you might be unable to open the forms and complete them. You can then save them onto your computer and open them with a PDF programme such as Acrobat Reader. You can also try to open the forms in another web browser. If you open the forms in the latest version of Acrobat Reader you can also save the completed form.