Problem Renewing Photocard Driving Licence online

lindos90

My driving licence photocard is up for its 10 year renewal. I'm having problems renewing online after inputting all my details it says 'Your licence is no longer valid and therefore can not be renewed' My photocard licence, as far as I can see, is valid until 11 July 2021, so has not run out yet at all.

Called the helpline, and all they could say was they couldnt see if it was valid, and to try again online and double check I am spelling everything exactly as it appears on my licence and passport. Did this again, still the same message!

I'm reluctant to do renew it at the post office as it's more expensive, and an unnecessary trip. I have ordered the form to do it via post (which is still more than renewal online, but not as much as the post office) but it's not turned up, and I'm worried at this rate I could run out of time. 

Does anyone know if there is a problem with their online service? Is there an issue on their system connecting the passport system to the DL system? Any things I might be doing wrong online that I'm not aware of? 
Any help gratefully received! 

Alter_ego

Driving licences do not expire every 10 years. only the photo expires. Are you using the gov. uk site?

Jenni_D

Long shot, but ... have you tried using a different web browser? (Or cleared the cache of your current browser?) It may be that the browser is remembering certain thing's from your husband's application and causing an issue when you try to do yours.

lindos90

Alter_ego said:

Driving licences do not expire every 10 years. only the photo expires. Are you using the gov. uk site?

Sorry, yes you are right, I used the wrong phrase. The letter says my driving licence photo card is due to expire.  The message on the website when trying to renew says 'your licence is no longer valid' I have edited my original post to clarify.Yes absolutely using the secure gov site.

Bluebell1000

Hi, I had the same problem. I went on live chat and they said there is a problem with their system, and I'd have to apply by post as they don't know when it will be sorted out. They did suggest I could include a letter asking for reimbursement of the additional charge, since it was their fault I couldn't do it online. I waited for the postal form (which took about a week to arrive) and be prepared as you do have to include a passport photo, so get one of those ready! 
They've had my application about 4 weeks now and I've not heard anything, but I think it is taking a while at the moment - I'd suggest to the OP that they get the postal application done ASAP when the form gets to them.
As far as I understand it, it is still OK to drive if DVLA have your licence renewal request, but haven't processed it by the time your photo has expired (mine expired a few days ago).

lindos90

Jenni_D said:

Long shot, but ... have you tried using a different web browser? (Or cleared the cache of your current browser?) It may be that the browser is remembering certain thing's from your husband's application and causing an issue when you try to do yours

Thats a good point, I will try and do it on my daughters laptop when she's back home, fingers crossed! Its just worrying its saying my licence is no longer valid, I'm actually starting to worry that I shouldn't be driving! Really good suggestion, will give it a try!

lindos90

Bluebell1000 said:

Hi, I had the same problem. I went on live chat and they said there is a problem with their system, and I'd have to apply by post as they don't know when it will be sorted out. They did suggest I could include a letter asking for reimbursement of the additional charge, since it was their fault I couldn't do it online. I waited for the postal form (which took about a week to arrive) and be prepared as you do have to include a passport photo, so get one of those ready! 
They've had my application about 4 weeks now and I've not heard anything, but I think it is taking a while at the moment - I'd suggest to the OP that they get the postal application done ASAP when the form gets to them.
As far as I understand it, it is still OK to drive if DVLA have your licence renewal request, but haven't processed it by the time your photo has expired (mine expired a few days ago).

So it sounds like an issue there end possibly then. It would be so much easier for them to say so on their website than to say 'your licence is no longer valid' as an auto response. Hope I can find a passport photo knocking around, or that's another expense. I'll keep my fingers crossed for a refund of the rest, did you send yours recorded delivery so you could prove when you sent it? (if for any reason it get 'mislaid'. I'll give it another few days for the form to turn up, thanks for your reply.

Alter_ego

I always photocopy my licences etc before entrusting them to the mail system. Especially as they ask you to cut it up.

Bluebell1000

lindos90 said:

Bluebell1000 said:

Hi, I had the same problem. I went on live chat and they said there is a problem with their system, and I'd have to apply by post as they don't know when it will be sorted out. They did suggest I could include a letter asking for reimbursement of the additional charge, since it was their fault I couldn't do it online. I waited for the postal form (which took about a week to arrive) and be prepared as you do have to include a passport photo, so get one of those ready! 
They've had my application about 4 weeks now and I've not heard anything, but I think it is taking a while at the moment - I'd suggest to the OP that they get the postal application done ASAP when the form gets to them.
As far as I understand it, it is still OK to drive if DVLA have your licence renewal request, but haven't processed it by the time your photo has expired (mine expired a few days ago).

So it sounds like an issue there end possibly then. It would be so much easier for them to say so on their website than to say 'your licence is no longer valid' as an auto response. Hope I can find a passport photo knocking around, or that's another expense. I'll keep my fingers crossed for a refund of the rest, did you send yours recorded delivery so you could prove when you sent it? (if for any reason it get 'mislaid'. I'll give it another few days for the form to turn up, thanks for your reply.

Yes, I sent mine recorded second class, and was very impressed when it was signed for next day, and it was a Sunday! 

I took a photo of my licence on my phone (front and back), since I will almost always have that to hand if needed.

If you are able to do it, I used a photo taken at home with a clear background, cropped and sized to passport size on a 6x4 sized sheet. I actually needed a couple of photos of my children for their blue peter cards, so put their photo on the same sheet. Then sent it to one of the 1 hour printing places down the road. It only cost about 50p, much better than the standard passport photo rates! I did get my husband to prepare the photo though, as he has good software for that.

Manxman_in_exile

Sorry if I've missed it, but have you checked your licence details online to make sure you haven't accumulated some points you didn't know about?  (Although I assume the helpdesk would have told you if that was the case... ?)

lindos90

Manxman_in_exile said:

Sorry if I've missed it, but have you checked your licence details online to make sure you haven't accumulated some points you didn't know about?  (Although I assume the helpdesk would have told you if that was the case... ?)

I hadn't even realised I could check myself, I have now done, and thankfully it confirms I have a current, full licence, until the renewal date.