FAQ

Payments Questions

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Passports Questions

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Location Questions

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      1. Pre-enrolment (online) – only required for Ordinary Passport
      2. Physical Enrolment (at the Emi-Immigration Office / MINREX/ embassy office)
      3. Delivery in Cameroon and abroad
      4. Passport issuance (at the Emi-Immigration Office / MINREX /embassy office)

      Queue Management System assists in controlling customer flow, managing wait times, and enhancing customer experience. This system properly organizes the enrolment and issuance process within Emi-Immigration Office/ Embassy offices.
       
      1. Check available timeslots for designated office prior to pre-enrolment
      2. Book appointment for collecting finished passport

      Before starting the pre-enrolment, the applicant shall check in QMS for available slots in the desired enrolment office.
       
      1. Start Application
      2. Fill in the Application information
      3. Submit Payment
      4. Book your appointment
      5. Final submission and printing of application form

      If necessary, the applicant can reschedule the appointment to another time. You can only reschedule once.
       
      1. Login to Application
      2. Book your appointment
      3. Final submission and printing of application form

      Ordinary Passport at Emi-Immigration Office/ Embassy office
      Physical enrolment for ordinary passports takes place at the office where the
      appointment was booked at time of pre-enrolment.
       
      1. Prepare all required documents
      2. Visit the pre-selected enrolment office at the time of the appointment
      3. Complete the enrolment process steered by the enrolment officer
      4. The applicant acknowledges the correctness of the enrolment data by signing electronically
      5. Final submission and printing of receipt
      Service Passport at the Emi-Immigration Office / Diplomatic Missions outside Cameroon
      Physical enrolment for Service Passports takes place at the Emi-Immigration Office
       
      1. Prepare all required documents
      2. Visit the Emi-Immigration enrolment office
      3. Complete the enrolment process steered by the enrolment officer
      4. The applicant acknowledges the correctness of the enrolment data by signing electronically
      5. Final submission and printing of receipt
      Diplomatic Passport at MINREX office or Diplomatic Missions
      Physical enrolment for diplomatic passports takes place at the MINREX office.
       
      1. Prepare all required documents
      2. Visit the MINREX enrolment office or a Diplomatic Mission outside Cameroon
      3. Complete the enrolment process steered by the MINREX enrolment officer
      4. The applicant acknowledges the correctness of the enrolment data by signing electronically
      5. Final submission and printing of receipt

      The delivery time of passports to be issued depends on two factors:
       
      • The operational time for the personalization of passport at customer service points. This time is usually up to 2 working days for a file without abnormalities, counting from the date of enrolment process completion
      • Passport delivery time – This varies according to the location of the respective office in Cameroon or embassy abroad where the enrolment took place
      Once personalized, the passport will be dispatched to the issuing office, which is the place of enrolment.
       
      The applicant will be notified that the passport is being delivered to the respective office for issuance
      via SMS/ email on the provided contacts during the enrolment process.

      The applicant will be notified that the passport is being delivered to the respective office via SMS or email based on contact information provided during the enrolment process. The message will contain the document number of the new passport.
       
      In all cases of passport replacement, the previous passport must be presented during issuance, except in the case of a lost, stolen, or damaged passport. When the applicant receives the new passport, the old passport will be invalidated by the issuing officer and returned to the applicant.
       
      If the passport is not collected within 6 months, it will be returned to Yaoundé and given to DPF. If required, the applicant will need to contact DPF to receive the passport.

      1. The applicant must book an appointment with the enrolment office to complete the enrolment process
      2. Visit pre-selected enrolment office at appointment time
      3. To replace a passport, the previous passport must be presented during issuance, except in cases of lost, stolen or damaged passports
      4. Applicant provides an electronic signature to acknowledge receiving passport
      5. If new passport is a replacement passport:
        • Old passport is invalidated after acknowledgment of new passport issuance is received
        • Old passport is returned to applicant

      1. Diplomatic Mission outside Cameroon
      2. Visit the Emi-Immigration Office after receiving notification that passport is ready for issuance
      3. Applicant provides an electronic signature to acknowledge receiving passport
      4. To replace a passport, the previous passport must be presented during issuance, except in cases of lost, stolen or damaged passports
      5. If new passport is a replacement passport:
        • Old passport is invalidated after acknowledgment of new passport issuance is received
        • Old passport is returned to applicant

      1. Visit MINREX office after receiving notification that passport is ready for issuance
      2. Applicant provides an electronic signature to acknowledge receiving passport
      3. To replace a passport, the previous passport must be presented during issuance, except in cases of lost, stolen or damaged passports
      4. If new passport is a replacement passport:
        • Old passport is invalidated after acknowledgment of new passport issuance is received
        • Old passport is returned to applicant

      1. Visit the Emi-Immigration Office after receiving notification that passport is ready for issuance
      2. Applicant provides an electronic signature to acknowledge receiving passport
      3. to replace a passport, the previous passport must be presented during issuance, except in cases of lost, stolen or damaged passports
      4. If new passport is a replacement passport:
        • Old passport is invalidated after acknowledgment of new passport issuance is received
        • Old passport is returned to applicant

    Find solutions to common pre-enrolment issues, such as accessing your pre-enrolment account, not receiving OTPs, or being unable to access the pre-enrolment portal.

      • Check login identifier

        • Passport applications are linked to the phone number or email used for login. Please check if you are connected using the same phone number or email address used when creating the application. You should also try on another device in case of display issues on the current one.

      • Check application age if it is not yet enrolled

        • If your application is more than a year old and you have never been to an office for biometric enrollment (whether you scheduled and missed the appointment or didn't schedule one for a year), then your application is deleted and no action is possible. You can contact DGSN for any complaint.

      • Check if application number is valid

        • Ensure that you have successfully created your application. Check your email inbox (including spam or junk folders) or SMS box for a confirmation message that includes your application number. Note that applications without payment are deleted after 30 days.

      • Technical Issue?

        • There may be a temporary technical issue with internet access or with the portal. Please try again later or contact the Citizens’ help center if the problem persists.

      • Check login identifier

        • Passport applications are linked to the phone number or email used for login. Please check if you are connected using the same phone number or email address used when creating the application. You should also try on another device in case of display issues on the current one.

      • Be patient

        • Be patient, do not press the "Resend OTP" button and do not refresh the page until the countdown ends.

      • Check your internet or GSM network access

        • Please check if your phone network reception or internet connection is of good quality for receiving SMS or emails. Try to connect to a reliable Wi-Fi network for better internet access (Email OTP) or move to a better covered GSM area and request new OTP.

      • Check Spam box

        • Check your email's spam folder; sometimes, automated emails like OTPs can be filtered there.

      • Technical Issue?

        • If you still do not receive the OTP, there may be a technical issue with internet access or with the OTP sending service. Please try again later or contact the Citizens’ help center for assistance.

      • Check your internet access

        • Kindly check your internet access and data Credit. You can ensure you have internet access by trying to browse any other website.

      • Check website address

        • Ensure you are accessing the correct pre-enrolment website which is : https://passcam.cm or https://portal.passcam.cm

      • Disable VPN or Proxy

        • Disable any VPN or proxy services, as they might interfere with accessing the website.

      • Update your browser

        • Ensure that your browser is up to date and consider trying a different browser or device to access the website.

      • Technical Issue?

        • Our website or internet may encounter a temporary technical issue. Please try accessing the site again after some time or contact the Citizens’ help center for assistance.

    Resolve any payment issues, such as failed transactions, being charged multiple times, or payments not showing up.

      • Make Checks

        • Before initiating a new transaction, kindly verify if you have enough funds for the transaction and check you have good internet connectivity to take the transaction to its completion.

      • Check your payment account

        • Ensure at your provider level, that your payment account (e.g., credit/debit card, mobile money) is valid and that there are no restrictions or limits on it that might prevent the transaction.

      • Change Payment method

        • Try using a different payment method if possible.

      • Contact your bank or payment wallet provider

        • If the problem persists, please contact your bank or payment provider for more information.

      • Technical Issue?

        • Our website or internet may encounter a temporary technical issue. Please try again after some time or contact the Citizens’ help center for assistance.

      • Wait for the payment status to be updated

        • In very rare cases, there might be a delay in the system updating your payment status. Please wait for a few hours and check again before contacting the Citizens’ help center.

      • Technical Issue?

        • If you have waited in vain, kindly go to the Citizens’ help center and submit a request by following the instructions. When submitting your request, and to facilitate the resolution process, you will have to provide one or more proofs of payment, such as transaction receipts or bank statements.

      • Don’t make multiple attempts to pay in short time gap

        • To prevent duplicate debits, avoid making multiple payment attempts in too short a time gap or meantime previous attempts are pending for final status.

      • Don’t change login identifier

        • If you have been charged on an application without the system recording it, do not change login used and do not create another application to try to pay again. Do it on the same application. Indeed, each application with a single payment will be considered valid even if the biographical data are similar. Therefore, no refund will be possible.

      • Technical Issue?

        • Kindly go to the Citizens’ help center and submit a request by following the instructions. You will have to provide one or more proofs of payment, such as transaction receipts or bank statements, when submitting your request to facilitate the resolution process. PASCCAM will send the refund request to the payment operator at the beginning of the month following the debit.

      • Refund Impossible

        • Unfortunately, you cannot be refunded in this case.

      • How to avoid this?

        • To prevent duplicate debits, avoid making multiple payment attempts in too short a time gap or meantime previous attempts are pending for final status.

      • Do not change login identifier

        • If you have been charged on an application without the system recording it, do not change login used and do not create another application to try to pay again. Do it on the same application. Indeed, each application with a single payment will be considered valid even if the biographical data are similar. Therefore, no refund will be possible.

      • Technical Issue?

        • If you believe there was an error, please contact the Citizens’ help center for further assistance.

    Find solutions to issues related to scheduling, changing, or missing appointments, and difficulties in booking a new appointment.

      • Change it on the portal

        • You can make the change on the pre-enrolment portal by accessing your application with the same connection identifier used for its creation until 24h before appointment.

      • Technical Issue?

        • If you tried and could not make the change, go to the Citizens help center and submit a request by following the instructions.

      • Submit a request in the Citizens’ Help Center

        • Kindly go to the help center and submit a request by following the instructions.

      • Accept available slots

        • Note that rescheduling is dependent on offices capacities and slots availability. Since you missed the appointment, you may have to accept a date among available ones.

      • Check your internet access and retry

        • Please check your network connection, then restart the process as you did to create your application. Insert the phone number or email you used, enter the code that will be sent to you, then select your file and book an appointment. If it's still not working, try using another device.

      • Select an available date

        • Ensure that there are available appointment slots at your chosen enrollment center. If no slots are available, you may need to select a different date or center.

      • Empty browser cache or change browser

        • Clear your browser cache and cookies or try using a different browser to rule out technical issues.

      • Technical Issue?

        • If the issue persists, please contact the Citizens’ help center for assistance.

    Find solutions for checking your application status, dealing with rejections, and handling requests related to your passport application.

      • Submit a request in the Citizens’ help center

        • Kindly go to the Citizens’ help center and submit a request by following the instructions. You have six (06) months delay to fill your request, after which your application will be permanently deleted.

      • Why could an application be rejected?

        • Common reasons for rejection include incomplete information, incorrect documents, or discrepancies in your application. Review submitted documents and your application details carefully.

      • Prepare for eventual Re-enrollment

        • You are likely to be invited to go back to your enrollment center for re-capture of your documents and biometrics. Please make sure to bring all the previously provided documents as well as the eventual additional ones requested by the Citizens’ help center to this re-enrollment.

      • Appointment Change is possible until 48 hours before the date

        • You can reschedule your appointment at least 48 hours before your enrollment date. After that, please go to the help center and submit a request by following the instructions.

      • Log in your account to change

        • Log in to your account on the portal to reschedule your appointment if it's within the allowed time frame.

      • To Know

        • Be aware that frequent changes may affect processing times.

      • Submit a request in the Citizens’ Help Center

        • Kindly go to the help center and submit a request by following the instructions.

      • First wait the end of the 48 hours delay

        • 95% of the applicants receive their passport availability message 24 to 48 hours after their biometric enrolment at the center. Please do not request status before that delay.

      • Technical Issue ?

        • If you have been waiting for your passport for more than 48 hours or received an application rejection message, please go the Citizens’ help Center and follow the instructions.