GovWire

The Driver and Vehicle Standards Agency (DVSA) manages the services to:

• book your driving test
• change your driving test appointment
• check your driving test appointment
• cancel your driving test

The guide explains what to do if you have problems accessing the services.

Error 15 after selecting Start now

Problem

When you select the Start now button, you see an Error 15 message and are told your request has been blocked by the security rules.

The message will tell you:

• your internet protocol (IP) address (a series of numbers)
• your proxy IP address (a series of numbers)
• an incident ID number

This can happen when you:

• search the service too often
• access the service from outside the UK
• access the service using a virtual private network (VPN)
• use third-party booking sites or apps to access the service to search for appointments

Solution

You can:

• try again later
• avoid doing a large number of searches in a short time
• access the services directly through GOV.UK - do not use any third-party booking sites or apps
• clear your browser history or cache (check your browsers help section to find out how to do this)
• use your browsers private mode (sometimes called incognito mode)
• try a different browser
• try a different device
• try a different network (for example, connect to wifi if youre using mobile data)
• turn off your VPN if youre using one

If you still have problems booking a test or managing one thats more than 10 working days away

If all of these do not help, email DVSA with:

• the details from the error message
• the steps that you have already tried

You also need to include 2 of the following 3 in your email:

• your driving licence number
• your theory test pass certificate number
• your driving test booking reference

DVSA will investigate the problem and contact you to tell you what to do.

If you still have problems and your test is within the next 10 working days

Only call DVSA if youre having problems and your test is within the next 10 working days. Working days are Monday to Saturday, excluding bank holidays.

Page does not load after selecting Start now

Problem

The page does not load when you select the Start now button.

Solution

You can:

• try a different browser
• try a different device
• try a different network (for example, connect to wifi if youre using mobile data)

You can also reset your browser settings. Find out how to do this for:

• Google Chrome
• Safari (on an iPhone)
• Safari (on a Mac)
• Microsoft Edge
• Mozilla Firefox

If you still have problems booking a test or managing one thats more than 10 working days away

If this does not help, email these details to DVSA:

• the type of device youre using
• the version number of your browser (check the browsers help section for this)
• the type of network connection youre using (for example, mobile data, home wifi, business wifi or public wifi)

You also need to include 2 of the following 3 in your email:

• your driving licence number
• your theory test pass certificate number
• your driving test booking reference

DVSA will investigate the problem and contact you to tell you what to do.

If you still have problems and your test is within the next 10 working days

Only call DVSA if youre having problems and your test is within the next 10 working days. Working days are Monday to Saturday, excluding bank holidays.

Search limit reached

Problem

After searching for a driving test date you get a message that says search limit reached.

Solution

Youve reached the maximum number of searches youre allowed to do in an hour. You need to wait an hour from when you carried out your first search for a driving test date.