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uk Travel, documents & being abroad

What to do if…
your passport will not scan at an airport self-service kiosk or gate

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Stop treating the machine as the problem to solve. Ask for a staffed or manual document check now, so you do not lose the time you need for the flight or border queue.

Do not do these things

  • Don’t force the passport into the reader, bend it, scrape the photo page, or pick at the laminate.
  • Don’t keep trying different machines until boarding or connection time is close.
  • Don’t assume you have done something wrong because an eGate, kiosk, or bag-drop machine rejects the scan.
  • Don’t hand your passport to anyone except airline staff, airport staff, Border Force, police, or another clearly official person.
  • Don’t use tape, glue, heat, cleaning chemicals, or water on the passport.

What to do now

  1. Move out of the machine flow and protect your time. Keep the passport in your hand or secure bag, check your boarding or connection time, and look for the nearest staffed desk or official help point.
  2. Try one careful re-scan if there is time, then stop.
    • Remove any passport cover or wallet.
    • Open the photo page fully and place it exactly as the screen shows.
    • Keep the page still and flat without bending the passport.
    • Gently wipe dust or smudges with a dry soft cloth only.
  3. If this is a UK border eGate or passport control point, go to the staffed lane. Say: “My passport will not scan at the eGate. Can I be checked by an officer?”
  4. If this is airline check-in, bag drop, or a document-check kiosk, go to the airline desk. Say: “My passport will not scan at the self-service machine. Can you do a manual document check or tell me where document verification is?”
  5. Show visible damage calmly, without guessing the cause. Point out anything obvious, such as lifting laminate, a torn or creased photo page, water damage, deep scratches, or a page that looks altered. Ask what they can do for this journey and whether you should contact HM Passport Office afterwards.
  6. If you are abroad and the passport problem blocks travel, focus on today’s travel first.
    • Ask the airline whether they can complete a staffed document check, move you to a later flight, or tell you exactly what they cannot accept.
    • If your UK passport cannot be used and you need urgent travel, check the GOV.UK emergency travel document route.
    • Use the GOV.UK embassy, high commission, or consulate finder if you need local consular contact details.

What can wait

  • You do not need to decide at the airport whether the passport is officially “faulty” or “damaged.”
  • You do not need to start a replacement application while you are still trying to get through check-in or passport control.
  • You do not need to argue with the machine or prove the cause of the scan failure.
  • You can deal with HM Passport Office follow-up after you are through the immediate travel problem, or after the airline has rebooked you.

Important reassurance

A failed scan does not automatically mean you have done anything wrong. The next normal step is to ask for a person to check the passport or tell you where the right staffed desk is.

Scope note

These are first steps for the airport or border moment only. Later decisions about replacing a passport, reporting a fault, rebooking travel, or getting an emergency travel document may need help from the airline, Border Force, HM Passport Office, or British consular services.

Important note

This is general information, not legal, immigration, travel, or professional advice. Airport, airline, and border procedures vary, and officials may require extra checks or refuse to accept a document that appears damaged, altered, or unreadable.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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