Why an eGate may reject you — even when you seem eligible

An eGate rejection does not automatically mean that you are not allowed to enter the country. Automated border gates perform several checks at once, and a failure can be caused by something as ordinary as a passport-reading problem, a facial-comparison mismatch or a temporary gate fault. In other cases, the system may deliberately refer you to an officer for an immigration, identity or safeguarding check.

Seven common reasons an eGate does not let you through

1. The passport or chip cannot be read

Biometric passports contain an electronic chip. A worn, damaged or incorrectly positioned passport may fail at the reader even if the document is otherwise valid. Protective covers can also interfere with correct placement. UK Border Force specifically lists damaged passports, damaged microchips and incorrect insertion among common reasons for eGate problems.

2. The camera cannot confidently match your face

Automated gates compare your live face with the image stored in or associated with your passport. Hats, masks, sunglasses, headphones or simply looking away from the camera can make matching harder. Significant changes in appearance can also lead to referral. New Zealand Customs says minor changes such as different hair or weight are usually manageable, but the face still needs to be visible enough for the biometric comparison.

3. Your immigration permission or digital status is not confirmed

This is particularly important in the UK. A traveller may otherwise look eligible for an eGate but still be referred if a required ETA, eVisa, digital exemption or other immigration status is missing, expired, not linked correctly or cannot be confirmed. eGate eligibility and permission to enter are separate layers.

4. You do not meet an age, height or accompaniment condition

Some automated routes have physical or family conditions. UK eGates currently require users to be at least 8 years old and 120 cm tall, with travellers aged 8–17 accompanied by an adult. Australian Arrivals SmartGates require at least age 7 and 1.1 m height, and travellers under 16 need a parent or legal guardian. New Zealand's standard eGate minimum age is 10.

5. Your passport issuer or traveller category uses a different route

A biometric passport does not make every traveller eligible at every border. New Zealand uses a published list of eligible ePassport issuers. The UK has standard nationality routes plus some separate categories such as Registered Traveller. Special immigration cases can also require an officer even when the gate would otherwise be technically usable.

6. The gate itself has a fault or cannot complete the check

Automated systems can fail temporarily. UK guidance explicitly lists an eGate error as a possible reason for referral. A failed machine is not evidence that your passport is invalid.

7. Border authorities want a person to review the case

Automated processing does not remove border control. Authorities can refer a traveller for identity verification, document checks, safeguarding, immigration questions, security checks or other reasons. They may not always be able to explain the precise reason in detail.

What happens after a failed eGate?

Before trying an eGate again

• Remove the passport from any cover and use the correct photo page as instructed.
• Check that you are using a biometric/ePassport where the route requires one.
• Remove items that obscure your face and look directly at the camera.
• Make sure only the permitted number of people are inside the gate area; for example, Australian SmartGates process one person at a time.
• Confirm any required digital immigration permission before travel.
• Check age, height, passport-issuer and accompaniment conditions instead of assuming all eGates have the same rules.
• If the system refers you to an officer, stop retrying and follow the local instructions.

Does a failed eGate mean your passport chip is broken?

No. A chip fault is only one possible explanation. The failure may come from the reader, facial comparison, immigration record, eligibility rules or a deliberate referral. If you repeatedly have problems across different trips and different gates, it may be reasonable to ask the issuing passport authority whether the document could be damaged, but do not assume that from one failed attempt.

Does a failed eGate mean you will be refused entry?

No. A gate refusal and an immigration refusal are different events. The automated gate may simply be unable or unwilling to complete the check automatically. A border officer can then process the traveller manually. Of course, if a separate entry requirement is not met, that can affect the border decision — but the red light at the gate itself does not determine that outcome.

Why might the UK eGate fail repeatedly?

UK Border Force's current troubleshooting page groups common causes into border security, digital permission, eGate error, identification error, passport or microchip error, safeguarding and user error. That breadth is useful: it shows why there is no single reliable “fix” for every rejection. In some national-security cases, Border Force also says it may not be able to explain the detailed reason for referral.

Official references

Guidance checked 15 September 2026. A border authority's instructions at the airport always take priority over this general guide.