Australian Embassy
Tokyo
Japan

Help when applying for an ETA (FAQ)

In most cases, a decision on your ETA will be made within 12 hours. If you experience a problem with your ETA application, please see the below frequently asked questions and solutions before contacting our office.

If you want to confirm whether your ETA has been approved:

  • If your ETA was granted through a travel agent or by an airline, please check the ETA status directly with the agent or airline.
  • If your ETA was granted online through the departmental website, please check your visa status at: www.eta.immi.gov.au


If you cannot read the contents of an email that you received after applying for an ETA through our official ETA website because of a technical problem (i.e. encoding issue):

  • The email is about an application fee being charged and your reference number, which was also shown during the online ETA lodgement process.
  • Please note that the email does not prove that your ETA has been granted. You must check your ETA from ‘Check and ETA’ button using your reference number.  Airlines and airport officers can electronically check your Australian visa status via shared system and you do not need to present a physical evidence of your ETA.
    * See: Check an ETA
     

If your ETA was granted with incorrect personal details (name, date of birth, gender, address, etc.):

  • Please apply for a new ETA with correct personal details
  • Please note that an incorrectly granted ETA cannot be deleted or amended. Even if a new ETA with correct details is granted, the previous ETA grant will continue to appear when a visa status check is conducted until the ETA has expired. However, as long as you have been granted an ETA with correct details, you can travel to Australia.


If you answered ‘Yes’ to the criminal conviction question in your ETA application:


If you receive an ’Enquire in 12 hours’ message:

  • You must wait 12 hours from the time you applied for your ETA and then check your status. Do not make multiple attempts to apply for an ETA as you will continue to receive the same message.


If you receive a ‘Refer applicant to Australian Embassy’ message:  

  • Please send a copy of the message along with your passport and a completed Form 1494 - ETA additional information form to this office by email. Please ensure the size of each email is not over 5MB.  Please do not set a password when sending an email with attachment.
    * See: Form 1494 - ETA additional information form.
    * See: Visa Section Contact Details


If you receive a ‘Currently in Australia’ message:  

  • Please send a copy of the message along with your passport and a completed Form 1494 - ETA additional information form. Also, please provide the below information as detail as possible. Please ensure the size of each email is not over 5MB.  Please do not set a password when sending an email with attachment.

    ① The date and time you last departed Australia
    ② The city and airport from which you departed
    ③ The flight number (*provide evidence if you have it)
    ④ Copy of the passport used on departure from Australia
    ⑤ Passport pages showing departure details from Australia or arrival at your destination
    ⑥ Intended travel date

    * See: Form 1494 - ETA additional information form.
    * See: Visa Section Contact Details


If you experience a technical issue while applying for an ETA through the department’s website, or if you require a refund of the application charge paid on the website:


If you are a Taiwanese ordinary passport holder (Taiwanese ordinary passport refers to a passport that shows the Personal Identity Number in the bio-data page):

  • You are eligible to apply for an ETA. Please send a copy of your passport and a completed Form 1494 - ETA additional information form to this office by email. Please ensure the size of each email is not over 5MB.  Please do not set a password when sending an email with attachment.
    * See: Form 1494 - ETA additional information form.
    * See: Visa Section Contact Details

     

[For travel agencies and airlines]


If, at the time you conduct an ETA status check through the TIETAC or TIETAQ screen, you receive a ‘Refer applicant to Australian Embassy’ message:  

If, at the time you conduct an ETA status check through the TIETAC or TIETAQ screen, you receive a ‘Currently in Australia, Contact EOC’ message:  

  • Please send a copy of the message along with your passport and a completed Form 1494 - ETA additional information form. Also, please provide the below information as detail as possible. Please ensure the size of each email is not over 5MB.  Please do not set a password when sending an email with attachment.
     

    ① The date and time the passenger last departed Australia
    ② The city and airport from which the passenger departed
    ③ The flight number (*provide evidence if the passenger has it)
    ④ Copy of the passport used on departure from Australia
    ⑤ Passport pages showing departure details from Australia or arrival at their destination
    ⑥ Intended travel date

    * See: Form 1494 - ETA additional information form.
    * See: Visa Section Contact Details

 

Last updated: 21/09/2017