Problems with the TLS Website

Introduction

TLS introduced a number of changes to their website during 2023 that had unintended consequences.  Many people have reported problems which can take days to resolve and lead to much frustration.  People sometimes set up another TLS account to get round the logon failures but still face issues.  

In response this web page was added in October 2023. It is based on user feedback. It provides information on how to avoid some of the issues and who to contact should they occur.

The web-page was scaled back in December 2024 as the nature of the TLS issues have changes overtime.

The TLS application process can only be used from within the UK

The TLS website has geo-location validation. Application can only be made from locations that appear to be from the UK. 

During the appointment stage TLS send the use One-time Passcode (OTP) by text. This can only be sent to UK mobile numbers.

The mobile number you use

1. It is important to be very accurate with the mobile number as it will be used for a One Time Passcode (OTP) part way through the online process; for informing you about appointment information and the delivery of your passport after the appointment

2. You must be confident that the number will be available to you for the whole period. 

3. If contacting TLS they will expect you to use the same mobile used in the application.

4. For a group application make sure you include the same mobile number for every person in an identical format otherwise it appears to trip up the system which then you out.

5. Use the format of 447999999999. DO NOT use the + sign in front of 44                                             

Tips and tricks from January 2024

The points below were taken with permission from a Facebook post by an applicant who had repeated issues with the TLS website when making a VLS-T application

1. You cannot phone and ask for a new appointment or cancellation. 

2. You cannot check what new appointments are available without cancelling your first one. TLS recommended setting up  a dummy account which allows you to see when new appointments appear.

3. When using a dummy account (or a new account) then login into this account on a different computer/tablet/phone as the website does not seem to handle cookies of two different logins and breaks down. 

4. Don't refresh your page as this can lock you out for a few hours. Always navigate using the buttons.

5. Try not to login too many times as this locks you out until the next day.

6. An application for a group (couple) appears to get less appointment options than a single application.

Contacting TLS

The general  phone number is +44 (0)800 066 8788. TLS advise that it is available Monday to Friday, from 8:00 to 17:00. 

Like many organisations TLS prefers a form to be used to make initial email contact. This enables a "case" to be set up and tracked". An automated acknowledgement is created, you may need to check your junk file. 

All centres support general inquiries, but if you wish to contact a specific centre then use one of the three links below:

• Edinburgh https://visas-fr.tlscontact.com/inquiry/gb/gbMAN2fr 

• London: https://visas-fr.tlscontact.com/inquiry/gb/gbLON2fr 

• Manchester: https://visas-fr.tlscontact.com/inquiry/gb/gbMAN2fr

You with probably get an automated acknowledgement but it might not contain any information specific to you inquiry. Therefore, it is your own interests to take a screenshot of what was sent in case this become important at a later stage.

The quality and effectiveness of the responses can vary considerably. 

For application specific inquiries TLS requires your TLScontact application reference number. This can be found when signing into the online TLS account and is on your appointment booking confirmation letter.  When phoning TLS will expect you to be using the mobile number that was quoted in the application form. 

Contacting the UK French Consulate

If TLS are unable to sort matters out after a few days then you may wish to escalate the matter to the French Consulate in the UK.  We have not published the consulate’s email address to avoid it being inundated with non- urgent matters.  

Please write to | Visa Department | French Consulate | 21 Cromwell Road | London SW7 2EN

To be effective your letter should be concise and include:

• the relevant France-Visas FRA1… reference number(s)

• the TLS reference number or the email used on the TLS site

• a brief  summary of the issue(s) faced 

• a brief summary of the impact on you.

• your contact number and email address should someone wish to contact you