Out of 113 reviews, the average rating is a little under three out of five stars. Just over 10 per cent of reviewers awarded the app five stars. These were people who had managed to successfully apply. Comments include ‘Completed the whole process in 30 minutes’. However, even those who had a positive experience admitted that they had ‘hiccups in the initial process where I had to go back three or four times.’
The majority identified an issue to do with the app itself or its ease of use. This was the most popular review:
‘Step 1 didn’t work, as others found, just said “scan cancelled” when trying to scan passport as couldn’t connect with camera. I checked the permissions settings for the app and restarted my phone. Worked like a charm. Some issues with reading the chip, but worked fine after locating the correct spot (back of my passport).’
Near-field communication
Several people complained that the near-field communication (NFC) chip didn’t work and doesn’t scan the passport successfully. Others report frustration: ‘Face recognition did not work, NI number does not identify the 18 years of stay in UK. Cannot log back to website to provide evidence. Helpline not responsive.’
Data protection
There are concerns about the app’s compulsory agreement to share your data with other public and private organisations at home and abroad. One user worried: ‘I’m not applying to give away all the information necessary for identity theft.’ Another believed there was a more sinister reason behind the scheme: ‘Why don’t they simply admit that the whole thing is a scam to mask the vile xenophobia Brexit is?’ Another sceptical reviewer commented: ‘This app is clearly designed to deport as many people as possible as quietly as possible with as little trace of this activity as possible’
Applying while overseas
The app won’t work if the user is not in the UK. ‘I’m currently abroad for my job but part of the pilot scheme. You can’t use the app outside of the UK. Won’t be back in Britain before the deadline, so will have to wait for normal roll-out as I need my passport for travelling,’ said one review.
Home Office response
The Home Office has admitted there have been problems, but is confident that the beta trials will identify and fix them in time for the nationwide launch in March next year.
