The Nigeria Immigration Service (NIS) has defended the performance of its Contactless Passport Application platform, stating that technical challenges that affected the system at its initial stage have been resolved.
The assurance comes amid continued complaints from Nigerians in the United Kingdom over delays in passport processing and alleged poor communication at the Nigerian High Commission in London.
The NIS said the introduction of its mobile application had significantly improved passport administration by addressing the long-standing difficulty of securing appointments for biometric enrolment among Nigerians living abroad.
In a statement on Saturday, the Service’s spokesman, Akinsola Akinlabi, said the NIS Mobile application, which was launched in the UK in 2024, had undergone several upgrades following feedback from users.
He said the improvements had eliminated the technical issues previously experienced by applicants.
“The issue of long waiting periods to secure appointments for passport biometric enrolment at the High Commission is something the government has addressed with the introduction of the Contactless Passport Application App (NIS Mobile), available on the Play Store and App Store, or alternatively through our website.
“The app has undergone a series of upgrades with new updates to address applicants’ complaints since its launch in the UK in 2024. Glitches on the app are now a thing of the past,” Akinlabi said.
The NIS urged passport applicants to rely on its official communication channels for updates on application procedures and further improvements to the digital platform.
Akinlabi added that applicants who had already received distant biometric appointment dates could switch to the contactless platform and complete the enrolment process themselves, provided they met the eligibility criteria.
He, however, clarified that the self-service option was limited to passport renewals involving expired passports or passports due to expire within one year.
“Applicants who got long appointment dates can still switch to the app to self-enrol as long as the application is for renewal due to expiry or at least a year to expire.
“It must, however, be noted that replacement of lost passports, change of date and first-time applications are not allowed on the app,” he said.
The spokesman further stated that applicants under the age of 18 were not eligible to renew their passports through the contactless platform.
Addressing complaints about difficulties reaching officials at the Nigerian High Commission in London by phone or email, Akinlabi said the Immigration Service was not directly responsible for the mission’s front-office operations.
He explained that while the High Commission manages customer-facing services, the NIS maintains regular communication with the mission to improve immigration-related service delivery.
“The High Commission runs the front office of the mission and the Service may not be in the position to respond to this. However, the Service is in constant communication with the mission on the best possible approach to attend to enquiries from Nigerians in the diaspora, especially those bordering on immigration duties,” he said.
