Question 1

Where do I find my reference number?

Accepted Answer

It's in your receipt email, sent right after payment. Format: SGAC-XXXXXX (6-12 letters and numbers, all uppercase). Group submissions made through our partner sites prefix with SGAC-SVO- or SGAC-SGE-. If the receipt isn't in your inbox, check spam.

Question 2

What does each status mean?

Accepted Answer

In progress: payment received, your application is moving through ICA. Approved: SGAC is ready, approval emailed. Partially approved: a group where some travellers are approved while others are still being processed. Could not be filed: a problem on our side, contact us. Refunded: the application was refunded.

Question 3

I'm getting 'not found' but I'm sure these are right.

Accepted Answer

Reference and email must match exactly. Email is case-insensitive on our side, so capitals don't matter, but the reference is. Common cause: applying with one email then trying to track with a different one. If still failing, send us both pieces of info and we'll look it up manually.

Question 4

How long does each step usually take?

Accepted Answer

Most travellers go from payment to approved within the same day on weekdays. ICA processes most submissions in 4 to 24 hours after we file. If you applied within the 72 hour pre-arrival window, you should have your SGAC well before you board.

Question 5

Can I edit my application here?

Accepted Answer

No. For security, edits go through email so we can verify the change with you. Reply to your receipt or use the contact page to request a correction (passport spelling, flight number, address).

Question 6

I'm seeing 'partially approved' for my group. What now?

Accepted Answer

Group applications are processed per traveller, so some can land before others. No action needed, just wait for the rest. The Resend approval button on the result page will email you whichever travellers are currently approved, you can resend later when the others come through.

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