FAQ Booking system

1. Do I need to book an appointment for all consular services?
   Not all consular services can be booked via the Prenot@Mi booking system platform. Therefore, you are strongly advised to check the relevant section of our website to determine whether an appointment is required.
2. What browsers are fully compatible with Prenot@Mi?
   The Prenot@Mi portal is compatible with Google Chrome version 88 or higher and Microsoft Edge. Using unsupported browsers may result in improper functionality of the portal’s features.
3. What should I do in case of errors?
   • Use a PC or laptop, NOT a smartphone or tablet;
   • Change your browser;
   • Activate ‘incognito’ or ‘private’ mode of your browser (this disables certain web controls that may block pages);
   • If you are using a WEB TRANSLATOR, the portal may not function correctly (“booking failed” messages); change the portal language in the top right-hand corner.
4. When I click on BOOK, nothing happens. What could be the problem?
   This issue may occur due to high demand for the service (e.g., Citizenship). To minimize this problem, clear your browser cache and use a PC or laptop instead of a smartphone or tablet. However, high demand can still cause issues.
5. When can I find new appointment slots?
   New slots are made available according to the following schedule (UK time):
   • • Passports – Sunday to Thursday at 7 pm;
     • Electronic ID cards – Sunday to Thursday at 6 pm;
     • Citizenship – Mondays and Wednesdays at 5 pm;
     • Registry Office – Monday to Wednesday at 4 pm.
6. How do I get information about appointments (changes, lack of availability, etc.)?
   Please contact the relevant office directly. Office references are listed here.
7. Why can’t I cancel my appointment?
   You can only cancel an appointment if it has not yet been processed. If the request is already being handled, cancellation request must be addressed directly to the involved office. Office references are listed here.
8. My account is locked. How can I unlock it?
   This is likely due to repeated incorrect password entries. The account will automatically unlock after 24 hours, so please try logging in again after this period. If the situation does not change even after 24 hours, it means the account has been automatically blocked by the system. This typically occurs when anomalies are detected, such as booking attempts that are too rapid to be performed by a human operator (e.g., the use of bots) or multiple booking attempts across different services. In such cases, please report the issue to londra.informatica@esteri.it.
9. I have forgotten my login password. How can I reset it?
   If you do not remember your password, you can reset it by clicking on ‘Forgotten your password?’ on the Prenot@Mi home page.
10. I need to change some data in my profile, but the portal does not allow me to do so. What should I do?
    To update information in your Prenot@Mi account, enter the new details in the NOTE field of your profile and notify us by email. We will make the changes for you. If you cannot access your account, please send us an email with a scan/photo of a valid ID document.
11. When I click on BOOK, nothing happens or the site appears as “unavailable”. What could be the problem?
    This issue may occur due to high demand for the service (e.g., Citizenship). To minimize this problem, clear your browser cache and use a PC or laptop instead of a smartphone or tablet. However, high demand can still cause issues.
12. When creating my account, I entered an incorrect email address. However, when I try to register a new account with the correct address, the system indicates that the user already exists. How can I resolve this issue?
    After a certain number of hours, if the email address is not confirmed, the system automatically deletes the account. At that point, it should be possible to create a new account, ensuring that the information entered is correct.

For further information, you can download the Prenot@Mi portal manual (available only in italian) from the homepage of the booking system.

In case of technical difficulties while using the site, please write exclusively to londra.informatica@esteri.it. Be sure to include your registration email address and a description of the problem, attaching screenshots that display the date and time.