Nepal’s Digital Visa System Hit by Glitches, Tourists Report Overcharges and Refund Delays

Nepal has expanded its digital immigration system to simplify entry procedures for foreign visitors, but technical issues have led to growing complaints of duplicate visa fee payments, officials said.

The Department of Immigration has been using the “Nepali Port” platform since 2020 to streamline applications for foreign tourists and visitors. In 2025, authorities introduced a direct payment feature, allowing applicants to pay visa fees online using foreign credit cards or bank accounts. The system is now fully operational, enabling travelers worldwide to obtain Electronic Travel Authorization (ETA) and pay required fees remotely.

Previously, foreign nationals were required to visit Nepali embassies or designated offices to complete payments. With the expansion of Nepal’s revenue management system beyond its geographic borders, applicants can now pay from anywhere, a move officials say has improved revenue collection and contributed to foreign currency inflows.

However, the system has faced criticism due to technical glitches that have resulted in multiple payments for the same visa. As of the time of reporting, more than 810 individuals have paid duplicate fees for a single purpose, according to the Department of Immigration. In some cases, applicants reported paying the same fee up to 10 times and have filed refund claims, sources said.

According to the department’s IT division, Nepali Port serves as an interface linking users to the revenue management system, where payments are processed directly. While transactions typically take 20 to 25 seconds, delays in the revenue system, slow verification of bank or card details, high traffic on the platform, poor internet connectivity, and user errors can lead to repeated payments.

Officials acknowledged that while Nepali Port is not solely responsible, there is an urgent need to develop safeguards to prevent duplicate transactions. Users, however, have largely blamed the immigration system for the issue.

To address the problem, the department said it is testing a system upgrade that will prevent multiple payments for the same purpose using a single passport number.

Refunding duplicate payments remains a complex process. The department must obtain verified details — including passport numbers, transaction IDs, payment dates, and amounts — from Nepal Clearing House Limited (NCHL). Officials said the refund process can escalate to the Cabinet level and may take more than a month, even under expedited conditions.

Authorities said timely submission of verified documents could help speed up refunds. Affected applicants have been advised to contact the Department of Immigration immediately with proof of payment.

Officials warned that beyond technical challenges, the issue risks damaging Nepal’s reputation among foreign tourists and could undermine confidence in its immigration system. The department said it is accelerating system improvements and testing to resolve the problem and prevent further incidents.