Public Services Card Renewal Online

Solm

Hi,

I'm just wondering if anyone else has had issues when trying to renew their Public Services Card on www.mywelfare.ie.

The problem I'm having is when I try to upload a photo it keeps giving me errors like:

Your facial features must be clearly visable. Eyes must be open, mouth closed, no glasses.

I have uploaded plenty of photos on other sites with no issues.

I have sent them an email but I haven't got an answer yet.

I'm just wondering if anyone else has had this issue with mywelfare.ie.

Dempo1

Yes This issue Dealt with before.

The issue is the aspect Ratio setting on your phone camera. It is set to full screen by default. Change it to 4:3 and this will resolve your issue. Essentially the photos your uploading to Large.

Oki Doki

thesimpsons

Did this before Christmas and took a few goes to get the photo right but worked fine once got the ratio and lighting right. A little bit fussier than the passport renewal but it does work

Zak Flaps

I am trying this online. It wouldn't accept the first photo. But seemed to accept the second one. When I try to progress further, I'm told that an error has occurred. Photo is fine, the correct aspect ratio etc.

Dempo1

https://www.boards.ie/discussion/comment/121849105#Comment_121849105

I'd recommend you cancel the pending application, log out & start new application.

Zak Flaps

https://www.boards.ie/discussion/comment/121850037#Comment_121850037

I did that numerous times. No luck. I ended up ringing the welfare office. They told me that loads of people are having the same issue. It's a software problem. They told me to go to my Intro centre and that they would take a photo and sort out.

Did that and all is good. Should have the card next week.😊

Caroline K

https://www.boards.ie/discussion/comment/121850158#Comment_121850158

Having the very same problem! Have gone to the hassle of setting up a GovID account and then spent an hour with multiple lamps etc. trying to get a photo that the bloody system would accept. Each photo i submitted detected a different problem despite the photos being of more than adequate quality and the aspect ratio correct. I worked in both a camera shop and in a pharmacy for a number of years taking passport photos so I know exactly what is and isn't required. Finally get a photo it likes and accepts and progress that screen to the next step. And get an error sending me back to the home page. I've deleted the old application and gone through the process again and same. Ridiculous set up. My Dad is elderly and in very poor health and I'm going to have to take time off work to take him and his portable oxygen to wherever is the appropriate office. Infuriating!

Zak Flaps

https://www.boards.ie/discussion/comment/121858931#Comment_121858931

Sorry to hear that Caroline. It's so inconvenient. I got the impression from the lady I spoke to that this issue has been going on for a while. Surely it can't be that difficult for a government department to hire an IT guy to sort the problem.

mad dad

Had the exact same problem when trying to renew a card for elderly relative. Took dozens of photos and none were accepted. So eventually rang the helpline number as I read somewhere that the date on current card could be extended for up to three years. A very helpful guy said that loads of people were having problem with photos. He sorted things out for us and the new card arrived in the post yesterday with an expiry date in three years.

Dempo1

https://www.boards.ie/discussion/comment/121859478#Comment_121859478

I believe this facility was only offered during the Pandemic & no longer available. PSC have to be renewed through my welfare or Face To Face by appointment, as far as I'm aware a person must also have a fully verified mygovid to be able to renew via my welfare.

rubberdungeon

An out-of-date card can still be used to collect social welfare payments at the post office and can be extended for three years by calling the Department’s PSC Helpdesk at 0818 837000.  

https://www.oireachtas.ie/en/debates/question/2022-10-19/139/

Dempo1

https://www.boards.ie/discussion/comment/121859853#Comment_121859853

Again, this facility was offered during the Pandemic, parliamentary question posed in 2022.

I'd have thought those who've had difficulty renewing via my welfare would have been offered the temporary renewal option , they have not and had to make appointments.

This option no longer available

rubberdungeon

I used this option in February assisting someone who was unable to renew their existing card.

Dempo1

https://www.boards.ie/discussion/comment/121859962#Comment_121859962

Perhaps you could enlighten all those who've raised this issue on at least 3 threads as to why they weren't offered this service when they called their Local Intreo centre.

It was a temporary measure during the Pandemic, I renewed mine a year ago, had the same photo upload issues, sorted aspect ratio, problem solved, I did call DSP who said if I was unsuccessful, I would have to make an appointment, precisely what others have been told.

odyssey06

None of the Dublin Intreo offices are offering appointments as far as I can tell.

https://www.gov.ie/en/publication/be29c7-psc-online-registration-centres/#dublin

Dempo1

https://www.boards.ie/discussion/comment/121860143#Comment_121860143

Larger Intero centres such as in Dublin don't require appointments, Rural & smaller ones do.

Caroline K

Hi all. I called the PPS card helpdesk and explained the issue and I had tried everything - deleting and restarting the renewal, using different browser etc. Also explained that my Dad is largely immobile. They said that IT are working on the issue but in the meantime she would issue a temporary three year card. I guess they've retained the Covid 3 year card option for use on a case by case basis while this IT fiasco is ongoing.

D n G

I've been trying to renew a PSC card since Tuesday and continuously get "Apologies, an error has occurred" and a suggestion to go back to the homepage. It's infuriating especially when I'm trying to help someone out.

rubberdungeon

https://www.boards.ie/discussion/comment/121860131#Comment_121860131

I called (081) 883 7000 in February 2024 assisting someone who was unable to renew their existing card.

Their existing card had never been extended and was less than 10 years old at the time.

The card was extended for a further 3 years.

https://www.oireachtas.ie/en/debates/question/2023-03-21/808/

It’s mentioned again at the bottom of the page in March 2023.

I called the same number again this afternoon to ask if it’s still possible and they said it’s possible if the card hasn’t been previously extended and the photo is less than 10 years old.

If you’re having trouble renewing a card, it’s worth calling (081) 883 7000 to see if it’s possible to extend your card.

Dempo1

https://www.boards.ie/discussion/comment/121862120#Comment_121862120

So you called DSP, assisting "Someone" 🤔

I can see DSP being very helpful with a Stranger calling them to assist "Someone"

As I've stated & answered the questions about links from 2022 & 2023, this option is no longer available & in particular to "Someone's" I did call DSP in March 2023 and was told, like others on this & other threads on the Topic, an appointment needed if a person can't renew through my welfare.

Those who believe your assertions are free to call DSP again

mct1

My husband had his card extended just this morning - and he's certainly not a "special case". He just explained that he was getting extremely frustrated after spending a morning uploading photos in vain, and the nice Helpdesk man agreed to extend the card for 3 years.

So maybe it depends on who you speak to, but it's definitely worth asking. By the way, I got the extension advice from @rubberdungeon on another thread, so thanks again.

Dempo1

https://www.boards.ie/discussion/comment/122164545#Comment_122164545

try keep up , you are responding to a post from March 7th

sunbeam

Many thanks for this thread. I know this discussion goes back a while but I also had my 7 year old card extended for 3 more years last week by ringing the helpdesk.

I had tried to upload so many photos I felt like I was losing my mind.

Dempo1

https://www.boards.ie/discussion/comment/122174979#Comment_122174979

PSC are valid for 10 years, so it didn't need to be extended for 3 years

sunbeam

They may be now but the one I got in 2017 was only valid until last week. They sent me a letter about renewing it last February and I've been trying to upload pictures since then.

I need it for my my travel pass. I had to use Bus Eireann to go to an emergency dental appointment yesterday. I explained the situation to the bus driver beforehand and offered to pay if the card didn't work. Thankfully when the scanner rejected it he had a look at the date and graciously waved me on.

New card was waiting for me when I came home.

Edit: I know it states in the website that the NTA will honour out iof date cards but the letter I was sent specifically said I would need a valid card to use my travel pass, so I wasn't sure. The woman on the helpdesk I spoke with also didnt know.

I am me123

Hi,

Just wondering on average does it take long to get through to an agent when you call the customer care number?

Joe Public

No problem doing a photo for passport or car license but this f'n mygov.ie renew card is impossible and very frustrating. I have tried everything they say and got the aspect ratio and pixels correct but it still fails.

If someone is working on fixing the problem they should be sacked but come to think of it you can't get sacked in the civil service for doing bad work or no work.

Dempo1

https://www.boards.ie/discussion/comment/122727767#Comment_122727767

Changing the setting on your phone camera from default Full Screen to 4:3 aspect ratio work for me.

Joe Public

https://www.boards.ie/discussion/comment/122728272#Comment_122728272

Thanks, I tried that too but no luck