Smartgate not working after Passport renewal

[andyhui01]

I renewed my passport (Malaysian Passport with a Resident Return Visa) early December and had issues with my Visa not being attached to my new Passport number and couldn't use the smart gate.

I then filled in the correct form and fixed it with Dept. Home Affairs. About 2 days after I got the confirmation that they have processed it, I entered via the Smartgate and had the same issue saying "Passport not found" even though the machine recognised it as a Malaysian passport and I had to answer the 3 questions.

I had the same issue today (about 3 weeks after the previous trip), same issue. I asked the lady at the immigration counter who confirmed that the Visa was on the new Passport and she couldn't see any reason why I couldn't use the eGate. I asked if there was someone that can help with that and she said not at the airport. I have gone through the borderforce website and can't find anything about this.

Does anyone have any suggestions on how I can get someone to look into this? I was lucky to have Express cards as I was in J for both occasions but I'd hate to be caught early AM in MEL with no SmartGate and no Express card if I was in Y.

 

[Matt_01]

Maybe not related however we came through MEL this morning and my daughters eGate entry was also refused, when I asked the chap at the counter he said that there has been some issues with the facial recognition on a few of the gates. Not sure if this was just a pass off as my +1 had no issues however she was on a different gate.

 

[auriga]

I believe the system is buggy... ha ha.... always the same thing with partner's Singapore passport, the kiosk would show an error and need to be processed manually. It doesn't get to the facial recognition stage. Parents' Singapore passports go through OK.

 

[andyhui01]

I'll report back on my next trip. I don't even get a ticket. What happens is I answer the 3 questions, click next and get an error. It just says Passport cannot be found (or something along those lines).

I've also been sent to the manned counter at departures every single time since my new passport. First was my fault as I didn't update the Visa. Wouldn't it be helpful for everyone if the person at the counter departing looked into why I was being sent to the counter when all other Malaysian passports can get through the eGate perfectly fine?

 

[moa999]

First was my fault as I didn't update the Visa.

Possibly got some sort of flag as a result.