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Guidance

Book and manage your driving test: problems accessing the service

Find out what to do if you have problems accessing the services to book your driving test, change your appointment or cancel your test.

From:
Driver and Vehicle Standards Agency
Published:
21 April 2023
Last updated:
12 September 2023 — See all updates

Applies to England, Scotland and Wales

Before you start

This guide is for people who have tried to use the driving test booking service and something has gone wrong.

This includes:

  • getting an Error 15 message
  • being blocked from the service
  • pages not loading
  • being unable to sign in
  • buttons or links not working

There’s a different guide about what to do if the Driver and Vehicle Standards Agency (DVSA) has suspended your access to the booking service.

Error 15 after selecting ‘Start now’

What happens

When you select the ‘Start now’ button, you see an Error 15 message and are told your request has been blocked by the security rules.

The message will tell you:

  • your internet protocol (IP) address (a series of numbers)
  • your proxy IP address (a series of numbers)
  • an incident ID number

Why this happens

This can happen when:

  • you search the service repeatedly within a short period
  • you use a virtual private network (VPN) or services like iCloud Private Relay
  • you access the service from outside the UK
  • the service cannot verify that the activity looks like normal personal use

You are not allowed to use unofficial services that scan the driving test booking service for appointments. This includes driving test cancellation finder websites or apps.

What to do

You can:

  • wait and try again later
  • stop searching repeatedly over a short period
  • access the service directly through GOV.UK
  • clear your browser history or cache (check your browser’s help section to find out how to do this)
  • use a private or incognito browser window
  • try a different browser
  • try a different device
  • switch between wifi and mobile data
  • turn off any VPN

Page does not load after selecting ‘Start now’

What happens

The page does not load when you select the ‘Start now’ button.

Why this happens

This can happen for several reasons, including:

  • a temporary problem with your internet connection
  • a browser issue, such as outdated information being stored in your browser cache
  • a problem with the device or browser you’re using
  • a temporary issue affecting the service
  • security settings or browser extensions interfering with the service

What to try

You can:

  • try a different browser
  • try a different device
  • try a different network (for example, connect to wifi if you’re using mobile data)

You can also reset your browser settings. Find out how to do this for:

Search limit reached

What happens

After searching for a driving test date you get a message that says ‘search limit reached’.

Why this happens

You’ve reached the maximum number of searches you’re allowed to do in an hour.

What to try

You need to wait an hour from when you carried out your first search for a driving test date.

If you still cannot access the service

Contact DVSA if the problem continues after you have:

  • followed the troubleshooting steps
  • tried a different device or browser
  • tried again later

Use the webchat service if you need help.

Webchat is usually the quickest way to contact DVSA.

By WhatsApp

Use WhatsApp to send a message to DVSA about the problem.

You can use WhatsApp to get help with access problems and issues affecting an existing booking.

You cannot use WhatsApp to:

  • book a driving test
  • make a payment or pay any fees

By email

Use email if you need to send detailed information, screenshots or error messages.

If you already have a test booked, you need to include 2 of the following 3 in your email:

  • your driving licence number
  • your theory test pass certificate number
  • your driving test booking reference

Also include:

  • details of the problem
  • the steps you have already tried
  • any error message you received

If you received Error 15, include:

  • the incident ID
  • the details shown in the error message

DVSA customer services
customerservices@dvsa.gov.uk

By phone

Call DVSA if you cannot use the digital contact methods.

DVSA driving test enquiries and booking support
Telephone: 0300 200 1122
Monday to Friday, 8am to 5pm
Find out about call charges

Updates to this page

Published 21 April 2023
Last updated 12 September 2023 Show all updates

  1. Added information about resetting your browser.

  2. First published.

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