Customer Service Portal – A guide to using the online self-service portal

Choose a document to verify your identity. You can use a passport or driving license. Public service cards won’t be accepted.

You must now scan your document. Click ‘continue’ and your phone camera will begin the scan. Wait until the document is within the frame seen below and hold still while the app captures the image. Repeat this with the other side of the document These images must be clear. Do not take pictures of photocopies. Make sure your hand or fingers aren’t visible and do not use camera flash.

Next, you have to confirm identity with facial scan. Hold your phone in front of your face until the frame is green and wait for the scan to complete.

You will now enter your personal details. The app may automatically fill some details based on the scan, so check if they are correct. Include your full name as listed in your document.

Once you enter your personal details, you will be asked to confirm this. Confirming submission will complete your registration with ID-Pal and open access to the immigration portal.

Once you log in, the account should look like this

To book your first appointment, click ‘First Time Registration Appointment.’

Select which county in Ireland you are currently living in

Select whether or not you hold temporary protection under the EU Temporary Protection Directive

You should say if this is your first time registering for permission to remain in Ireland.

You should answer ‘no’ if you previously held an Irish Residence Permit (IRP). If you need to renew your registration, you can do it here.

Select what permission you are registering for. To learn more about the conditions for these permissions, visit this page.

For certain permissions you may be asked whether you are booking for yourself or as a family. If you are registering as a family, select how many will be coming to the appointment.

Select your appointment location.

Select a date and time for your appointment using the calendar below. Remember, you must register within 90 days of arriving in Ireland.

Once you have booked an appointment, you will get an email confirming this.

If you want to change or cancel your appointment, click ‘registration’ to see your options.

To submit a query with a member of our customer service team, click ‘Submit Query’.

Help us answer your query faster by choosing one of the following query categories

• Visa Application: questions about how to complete your visa application
• Registration: ask about registering for your IRP card
• Travel Document: request the return of documents, register changes in address on documents, request emergency documents
• Domestic Residence and Permission: request return of passport from DRP and ask about eligibility for applications
• EU Treaty Rights (EUTR): ask about eligibility, how to change your permission and what application to submit
• Citizenship: ask about applying for citizenship through birth, descent or naturalisation
• Change of Personal Details: request changes to your name, address or contact information on current applications

Describe your query and how we can support you. You can attach relevant documents like travel documents, medical records or school transcripts. You should submit these as PDFs, JPEGs or PNGs no larger than 5MB.

Once you submit your query, you should see the notification below. You can check the status of your queries using the ‘Queries’ button on the top bar.

You can find out more about your current applications by clicking ‘Status’

Solicitors or NGO workers can support clients through the immigration process using the Customer Service Portal. To do this, you must set up your own account on Customer Service Portal. You cannot set up a Customer Service Portal account on someone else’s behalf. However, once you have set up an account you can make a query on their behalf.