A Guide for Creating a Customer Service Portal Account

This page is a guide to registering for a Customer Service Portal account—an online platform where you can book or change first-time appointments, send queries to the customer service team, and check the status of your applications.

In This Section

1. How To Register On The Customer Service Portal​​​​

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2. Identity Verification (ID – Pal)

3. Using The Customer Service Portal

How To Register On The Customer Service Portal

To get started, visit the Customer Service Portal webpage and select “Log In/Register.”

You can choose your preferred language from the drop-down menu.

A screenshot of the Log In / Register page for the Irish immigration portal

If this is your first time using the Customer Service Portal, select “Don’t have an account?” to register.

The account login page for the Irish immigration portal

Enter your email address to receive a verification code.

An image of the Irish Immigration customer service portal showing how to verify an email address using a verification code

Use the same email address for future applications, as you can only register one email address. Please check your junk or spam folder if you cannot find the email.

Email confirmation with verification code for the Irish Immigration customer service portal

When you receive the verification code by email, enter the code in the field provided and select “Verify code.” This is to confirm your email address.

An image of the Irish Immigration customer service portal showing how to verify an email address using a verification code

Please enter your name, date of birth and mobile phone number.

Your personal details must match the details on your identity documents to complete the authentication process.

If your passport or driving licence includes a middle name, include it in the “First name” field.

Enter your date of birth in DD/MM/YYYY format, with the day before the month.

Select the correct country code from the drop-down list and enter your mobile number in the field provided. Please use a mobile number as a verification text message will be sent to your phone.

For example, if you have an Irish number and your mobile is 0875699931

  • Select Ire (+353)
  • Enter 875699931

An image of the Irish Immigration customer service portal for entering your personal details

Select your nationality and country of birth. Enter your passport number, even if it is not the document you will use for applications. If you do not have a passport or another accepted identity document, you can email [email protected]

We can accept an expired passport if you provide a supporting letter from your embassy confirming that you have applied for a new passport. If you do not have an expired passport, we can accept:

  • A grant letter, or
  • A blue card from the International Protection Office (IPO).

An image of the Irish Immigration customer service portal nationality and date of birth capture page

Create a new password for your account. Your password must include at least:

  • one lowercase letter
  • one uppercase letter
  • one number
  • one special character (! or @)
  • 10 characters

Once your password has been accepted, select Submit.

An image of the Irish Immigration customer service portal password creation page

You will then be presented with a screen displaying a QR code to set up Microsoft Authenticator.

An image of the Microsoft Authenticator QR code

We have introduced improved security on our Customer Service portal. This extra security, called multi-factor authentication (MFA), is enabled to better protect your personal information and to reduce the risk of fraud. To protect your portal account, you need to set up the Microsoft authenticator app on your smartphone. This app creates a one-time security code that you will use for future sign-ins.

Step 1: Download the Microsoft Authenticator app

  • On your smartphone, download the Microsoft Authenticator app.

Multi-factor authentication application

Step 2: Scan the QR code

  • Open the authenticator app and select the QR scan icon.

An image of the Microsoft authenticator app showing the QR scan icon

  • Use your smartphones camera to scan the QR code displayed on the Customer Service Portal.
  • Once scanned, your account will be added to the Microsoft Authenticator app.

An image of the Microsoft authenticator app showing the QR code scanner

Step 3: Verify the setup

  • Enter the one-time security code generated in the Microsoft Authenticator app.
  • Once verification is complete, , you will be directed to a screen where you should select “Send Email” to receive a link to download ID-Pal.

Alternative setup

If you are completing this setup using only a mobile device and cannot scan the QR code, you can set up your account manually instead.

  1. On the portal setup page, tap Enter code manually and copy the code provided.
  2. Open the Microsoft Authenticator app.
  3. Tap the + (Add account) icon.
  4. Select Other account (Google, Facebook, etc.).
  5. Tap the enter code manually button.
  6. For Account Name, enter Immigration Customer Service Portal. For Secret key, paste the code you copied from the portal setup page.
  7. Tap Finish to complete the setup.

Identity Verification (ID-Pal)

After downloading ID-Pal, you will start your identity verification, where you must choose one of the following documents:

  • Passport
  • Driving licence
  • National ID card
  • Travel document
  • Public Service Card (PSC)
  • Residence permit
  • Blue Card issued by the International Protection Office (IPO)

IDpal app document capture selection screen

You must now scan your document.

Select “Continue” to start the scan using your phone camera. Place your document inside the frame on the screen and hold your phone still while the app takes the photo.

Repeat this step for the other side of the document. Make sure:

  • The Images are clear
  • You use the original document not a photocopy
  • Your hands or fingers are not covering the document

An image of the IDpal app showing how to capture and align a document correctly

Next, you will need to complete a face scan to confirm your identity.

Hold your phone in front of your face until the frame turns green. Keep still and wait for the scan to finish.

An image of from the IDpal app showing how to take a selfie correctly for verification

You will now need to enter your personal details.

Some details may be filled in automatically from your document scan. Check that all details are correct before continuing.

Enter your full name exactly as it appears on your document.

An image showing the IDpal app personal details screen on the Android app

After you enter your personal details, you will be asked to confirm that the information is correct.

Select “Confirm” to complete your ID-Pal registration and access the customer service portal.

An image showing the submission confirmation screen on the Android app

Using The Customer Service Portal

Once you log in, your account should look like this:

An image of the Irish Immigration customer service portal dashboard

To book your first appointment, click “First Time Registration Appointment” and select which county in Ireland you are currently living in.

An image of the Irish Immigration customer service portal dashboard with the first time registrations highlighted

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

An image from the Irish immigration customer portal showing temporary protection selection for first time registration process

Select yes 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.

An image from the Irish immigration customer portal showing IRP selection for first time registration process

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

An image from the Irish immigration customer portal showing how to select the permission type you are registering for from a dropdown menu on the dashboard

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.

An image from the Irish immigration customer portal showing booking appointments selection for first time registration process

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

An image from the Irish immigration customer portal showing appointment date selection for first time registration process

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

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.

An image from the Irish immigration customer portal showing how to appointments for registration from the dashboard

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

An image from the Irish immigration customer portal showing how to select a query from the dashboard

To help direct your query to the correct team, choose the category that best matches your request.

  • Visa Application: Questions about completing your visa application.
  • Registration: Ask about registering for your Irish Residence Permit (IRP) card.
  • Travel Document: Requests relating to the emergency travel documents or the return of documents.
  • Domestic Residence and Permission (DRP) : Enquiries about passport returns from DRP or questions about eligibility for applications.
  • EU Treaty Rights (EUTR): Questions about eligibility, changing your permission, or determining which EUTR application you should submit.
  • Citizenship: Enquiries about Irish citizenship applications, including applications based on birth, descent or naturalisation
  • Change of Personal Details: Request changes to your name, address or contact details for an existing application.

An image from the Irish immigration customer portal showing how to select a query category from the dashboard dropdown menu

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.

  • For EUTR applications: Please attach relevant documents as PDF’s or JPEG’s no larger than 10MB.

An image from the Irish immigration customer portal showing how to enter the details of a query from the dashboard

You can check the status of your queries by clicking the heading “Queries” on the dashboard.

You can find out more about your current applications by clicking the heading “Status” on the dashboard.

An image from the Irish immigration customer portal showing how to select a status for queries from the dashboard

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.