Driving test booking: if your online access is suspended
Find out when DVSA can suspend your online access to book and manage your driving test, what you need to do, and how you can request a review.
Applies to England, Scotland and Wales
This guide is about the Driver and Vehicle Standards Agency (DVSA) suspending your access to online driving test booking.
There is separate guidance about what to do if you have problems accessing the booking service, for example, getting an error 15 message or if the page does not load.
When DVSA can suspend your online access
DVSA can suspend your access to book and manage your driving test online in some situations.
DVSA monitors the driving test booking service to:
- keep it fair and make sure people follow the terms and conditions
- protect you from misuse and fraud
When DVSA sees activity that does not look like normal personal use, it suspends online access for that driving licence number.
The suspension will stay in place for 12 months.
It means you cannot book, change, cancel or rebook a driving test online. You will need to do this by phone with DVSA.
If you already have a test booked, it will still go ahead as planned.
How you will know DVSA has suspended your access
You will know DVSA has suspended your access if either:
- you get an email from DVSA to tell you about it
- you get one of these error messages
Booking a test: error message
You can’t book a test for this category. Please choose another type of test or contact the DVSA on 0300 200 1122 for further details.
Changing or cancelling a test: error message
You’ll need to call the DVSA on 0300 200 1122 if you want to make changes to this application.
What to do if this happens to you
You will need to call DVSA if you want to book, change or cancel your driving test.
DVSA customer service centre
Telephone: 0300 200 1122
Monday to Friday, 8am to 5pm
Find out about call charges
The suspension only applies to practical driving tests. If you need to book another theory test in the next 12 months, will you still be able to do this online.
Request a review of DVSA’s decision to suspend your access
You can ask DVSA to review its decision to suspend your online access.
You have to follow both of these stages in order.
Stage 1: ask for a review
Fill in the online form to ask for a review of the decision to suspend your access.
You will need:
- your driving licence number
- your driving test booking reference number (if you have a test booked)
- details of any unofficial apps, websites or services you have used to book or find a driving test
- to explain why you believe you have not broken the terms and conditions
- to upload any proof you have that someone else has been misusing your driving licence
DVSA aims to review the decision within 10 working days. They will email you to tell you their decision.
While the review is taking place, you will still need to call DVSA if you want to change or cancel your test.
Stage 2: complain if you still think DVSA’s decision is wrong
Email the DVSA data protection team if you want to complain about DVSA’s decision after the review has finished.
You need to include your:
- full name as it appears on your driving licence
- driving licence number
- driving test booking reference number (if you have a test booked)
- reference number from the review at stage 1
DVSA data protection
information.handling@dvsa.gov.uk
DVSA aims to respond within 30 days of receiving your complaint. They will email you to tell you their decision.
The person who reviews your complaint will not be the same person who originally reviewed the decision.
Updates to this page
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Updated as suspensions to online booking access will now last for 12 months. Updated the process to request a review of the decision to suspend online booking access. Added Welsh translation.
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First published.