Your file number begins with VP and was given to you the moment your payment went through. If you cannot find it, you do not need to contact us first.
Request a sign-in link
Go to the tracking area login page.
Choose the option to receive a sign-in link by email.
Enter the email address used at checkout.
Open the email and follow the link, which takes you straight into your file.
A few things worth knowing about that link:
It is valid for 24 hours
It can be used once
You can request at most three per hour for the same address
If the email does not arrive
Check your spam or promotions folder first, which is where it usually is. Then check that you are using the exact address used at checkout: a work address instead of a personal one, or an address with a typo, will not match any file.
If someone else booked the trip, the link goes to their address, not yours.
Look for it in your own records
Your file number appears in every message we have sent you about the application, and on the confirmation screen shown after payment. Searching your inbox for VP often finds it faster than anything else.
If nothing works
Contact us with the email address used, the name of the traveller and the approximate date of payment. We will find the file and get you back into it.
For security we will not read out a file number to someone we cannot connect to the file, so please write from the address on the file where you can.