EU Settlement Scheme Application - Document Scan

[somartinez]

Hi all,

I've completed and submitted my application for pre-settled status and when I access the website and review my application, all fields - "Identity", "Application type", "Residence in the UK", "Criminal convictions", "Digital photo" and "Submit answers" - have been completed as expected.

I've waited 12 working days and decided to contact the help-line. Surprisingly, they've told me there's a note in the system stating they are waiting for me to send my passport via post. This is extremely odd as I have submitted the passport scan via the Android app - completed successfully. Furthermore, I've never confirmed that I would send my passport via post nor have received any e-mail requiring it. The help-line has told me that they couldn't do anything about the situation and that I would have to send my passport via post.
However, that is something I would like to avoid doing and reason why I did the scan via the app in the first place. Furthermore, I am frequently travelling for work and need my passport - can't send it during the 70d window.

The help-line suggested sending my id card instead. Nevertheless, I am mindful that not only my application has been done referring to my passport number exclusively but also that it is stated that all the steps required to apply have been completed and no request to send in any of my identification documents has been received.

I've now sent an e-mail to the Home-office to seek further support but don't have very high hopes.

Has anyone experienced a similar problem?

Thank you.