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Hi, I am hoping someone can help with some advice. I am filling in the online application, I finally got all my details in order and was almost ready to submit and make the payment last evening. I got to a page where it was asking me if I want the "new" service (Sopra Steria) or the "old" service. I did not select any option and instead chose to save my application and come back later (last minute I remembered I had one more thing to fill in).
When I went back in my application today, I no longer have the page where I select the new/old system. Instead I see a page where it says "choose a service" but I only have one option called "standard". No other options offered.
This is the text on the page with only one option available:

Choose a service
Select a service from the options below. You will not be able to change this after you have submitted your application. (Required)
Standard service : pay 1349.20 GBP, most people get a decision within 6 months after attending their biometrics appointment

The amount you pay for each service option includes the 19.20 GBP biometrics enrolment fee for each applicable person on this application.

UK Visas and Immigration will contact you if it will take longer to process your application.

I went as far as re-starting my application completely, spent another hour filling in all the details but when I got to the end, same thing, no choice between the new/old. I am freaking out! I don't want to pay £1350 just to later find this is via the old system where I have to turn in my passport for 6 months .

Anybody enounter anything similar?

I would suggest you speak to Home Office on this or simply email them at NationalitySupportTeamFMT@homeoffice.gov.uk

As you have still not paid, you can always re-do your application from scratch and submit again with payments.

apsk wrote: ↑

Tue Mar 26, 2019 7:41 am

I would suggest you speak to Home Office on this or simply email them at NationalitySupportTeamFMT@homeoffice.gov.uk

As you have still not paid, you can always re-do your application from scratch and submit again with payments.

Thank you, I actually already re-did my application from scratch and STILL got to the same screen
Also saw someone else post the same issue on here so I am suspecting it's a new change, not just related to my application.
I'll try to email the address you indicated, maybe they have some insight.

anamariap wrote: ↑

Tue Mar 26, 2019 8:23 am

apsk wrote: ↑

Tue Mar 26, 2019 7:41 am

I would suggest you speak to Home Office on this or simply email them at NationalitySupportTeamFMT@homeoffice.gov.uk

As you have still not paid, you can always re-do your application from scratch and submit again with payments.

Thank you, I actually already re-did my application from scratch and STILL got to the same screen
Also saw someone else post the same issue on here so I am suspecting it's a new change, not just related to my application.
I'll try to email the address you indicated, maybe they have some insight.

Yes, sometime sit is due to server or IT issues at their end. I had same in April 2018 when I was unable to continue my application where I saved and left. It took 3 days for Home office to sort out IT glitch and then it was fine. Keep calm and wait for a response from UKVI. Keep it posted here also for all others to be aware.

I am also at the verge of submission and getting to the same page without options

It says,

Providing your documents
You must provide your documents after you submit your application, these can be originals or copies. Any passports provided must be originals.

You will be able to upload copies of your documents on our commercial partner's website, or you can take your documents to your biometrics appointment to be scanned and uploaded by our commercial partner for a fee.

However, I am scared to continue. I will wait few days

Hi guys,

I made a post about this Sunday but not getting a lot of information. The Home office are also not responding.

I'd like to ask the question differently:
Has anyone applied via the online Form AN on Monday 25-Mar or after?
If yes, did you get a screen where you could choose between the new and old application methods (Sopra Steria or the old post method)?
If no (and you had only one option), after payment did it allow you to book the Sopra Steria service?

Any responses are much appreciated. Thank you in advance!

Hello everyone,
thanks for usefull information on this forum. Here is my input:

This monday (27/03/2019) while I was filling online form (British citizenship by naturalization), two options were available: "Standard" (documents should be sent by post) and "New service" (documents should be scanned using Sopra Steria service + Biometrics Appointment) - as you all know. But when I have tried to submit saved form on Tuesday, only one option was available: "Standard".

So today (27/03/2019) I have sent a request to: ApplyOnlineE-Support@homeoffice.gov.uk
" Hello, while applying for British citizenship by naturalization on-line and filling on-line form, under "Step 5 (of 6) Choose a service" only one option " Standard service" is available. "New Service" option is not available. Thank you."

They replied swiftly, here is the reply:
"Date: Wednesday, 27 March, 2019, 16:21
Dear Sir/Madam,

Thank you for your email correspondence of 27 March. This inbox is only for technical support enquiries for applicants applying online within the United Kingdom via GOV.UK link https://www.gov.uk/visas-immigration.

We have tested the online form and there is currently no reported problems with our online services.
As you are applying for Citizenship (there is only one service-standard of 6 months) this would be the correct service to choose.

Once you have done the payment you will receive an email that will allow you to book an appointment in order for you to enrol your biometrics and have your documents scanned. Please also bear in mind that the ‘new service’ is linked to your appointment to enrol biometrics and scan your documents, the appointment is not linked to the service standard consideration.

UKVI is keen to continually review and improve its service to our customers. To help us to do so we would be grateful if you could complete a short online survey. Please access the survey using the following link:
https://www.homeofficesurveys.homeoffic ... k/s/BQ0LU/
Yours faithfully,

Apply Online E-Support Team
UK Visas and Immigration"

So I belevied them and made a payment (with just one option available).
And, thanks God, it worked. After the payment, I was redirected to Sopra Steria to book an apointment and I have booked it already.

Conclusion is (as I understand what has happened): old "Standard" service (documents should be sent by post) became obsolete and former "New service" (documents should be scanned using Sopra Steria service) became "Standard".
So don't be afraid, it works

Hi Serge2019 ,

Bless your heart and thank you so much for posting!
Following your reply, I did the same and submitted my application as well (only the "Standard Service" was available as an option). I made the payment and I was then able to book the appointment via Sopra Steria etc so basically this is the "new" service. Which appears to now be the "only" service.
I just wish they were more transparent about all these changes...

Thank you again for your reply and best of luck with your application!

anamariap wrote: ↑

Thu Mar 28, 2019 10:02 am

Hi Serge2019 ,

Bless your heart and thank you so much for posting!
Following your reply, I did the same and submitted my application as well (only the "Standard Service" was available as an option). I made the payment and I was then able to book the appointment via Sopra Steria etc so basically this is the "new" service. Which appears to now be the "only" service.
I just wish they were more transparent about all these changes...

Thank you again for your reply and best of luck with your application!

Thanks Glad that it was helpeful.

Late to the party but I finally also got a reply from the HO (I used another email address which was suggested by someone here: NationalitySupportTeamFMT@homeoffice.gov.uk)
They made it very clear now, I just wish this information was included in the form - I got at least 3 new grey hairs in the past few days due to this issue!

From: NationalityFrontEndTechnicalSpecialists <NationalityFrontEndTechnicalSpecialists@homeoffice.gov.uk>
Date: Fri, 29 Mar 2019 at 10:56
Subject: RE: Form AN - Online application selection of service

Good Morning,

As of 25th March 2019 the option to choose to send documents with a online application via post was withdrawn and so this ‘standard option’ refers to using Sopra Steria as this is now the only route available.

Kind regards

Home Office