Sri Lanka’s official Electronic Travel Authorization (ETA) website has been experiencing system failures since February 10, 2026, preventing the issuance of formal approval PDFs. The Department of Immigration now instructs all travelers to present their ETA application reference number at the immigration counter upon arrival at Bandaranaike International Airport for manual verification. Over 50,000 applications are affected weekly, with the glitch expected to persist through April 2026.
The ETA remains mandatory for 195 nationalities, including US, Canadian, European, and Australian citizens. Travelers arriving without a reference number face denial of entry and forced return. Manual verification at the immigration counter takes 10–30 minutes per case during peak hours, and no fee refunds are issued despite the outage—the full US$50 charge still applies.
Sri Lanka’s mandatory pre-arrival authorization system is broken, but the requirement is not.
Since mid-February 2026, the official ETA website has failed to generate approval PDFs for thousands of travelers, despite successful payment processing. Immigration officials have confirmed that the application reference number—issued immediately after submission—now serves as proof of authorization for entry.
This affects all visa-exempt travelers from the US, Canada, EU member states, Australia, and New Zealand flying into Colombo (CMB), Mattala (HRI), or arriving by sea. The glitch does not exempt anyone from the application requirement. Travelers who board without a reference number will be denied entry and returned on the next available flight.
The workaround is procedural, not automatic. Upon arrival, travelers must present their reference number at a dedicated ETA verification counter, where officers cross-check the submission against the backend database. During evening peak hours, this process adds 10–30 minutes to immigration clearance.
What the glitch breaks—and what still works
The system failure stems from server overload following Sri Lanka’s 2022 policy shift to mandatory ETA for all arrivals, replacing the previous visa-on-arrival system. Payment gateways time out, and PDF generation fails, but the application itself is logged in the immigration database if the reference number is issued.
The Department of Immigration reports a 95% success rate for travelers presenting reference numbers alone, compared to a 100% rejection rate for those arriving without any application record. The reference number—a 12-digit alphanumeric code—is the only proof immigration officers need to confirm your submission.
| Issue | Impact | Workaround |
|---|---|---|
| PDF approval not generated | No email confirmation | Reference number accepted at counter |
| Payment gateway timeouts | Charge processed, no receipt | Screenshot transaction ID immediately |
| Mobile app mirrors website issues | Same failures on iOS/Android | Use desktop site for reference capture |
| Manual verification delays | 10–30 min added at immigration | Arrive during off-peak hours (mornings) |
| No fee refunds during outage | Full US$50 charge applies | None—cost is non-recoverable |
The official “Sri Lanka ETA” mobile app replicates the website’s failures and offers no advantage. Use the desktop version of eta.gov.lk to ensure you can screenshot the reference number and payment confirmation before the session times out.
Third-party visa services are not authorized to process ETAs and cannot bypass the glitch. Some charge $150–$200 for “expedited” applications that still route through the same broken system. The Department of Immigration has issued warnings against these services, which have no access to backend verification systems.
For European travelers, direct flights to Sri Lanka from Europe operate via Emirates, Qatar Airways, and SriLankan Airlines, with most connections through Dubai or Doha. The ETA requirement applies regardless of routing or layover duration—even airside transit passengers staying under 48 hours must apply.
Why this system exists—and why it broke
Sri Lanka eliminated visa-on-arrival in December 2022, requiring all 195 eligible nationalities to pre-apply online. The shift was designed to reduce airport congestion and improve security screening, but the eta.gov.lk infrastructure was not scaled to handle the volume.
Before 2022, travelers from the US, EU, and Commonwealth countries could pay $35 at the airport and receive a 30-day visa on the spot. The ETA system raised the fee to $50 and moved processing online, but the server capacity remained unchanged. When inbound tourism rebounded in 2024–2025, the system collapsed under load.
The Department of Immigration has cleared the backlog for applications submitted before February 2026, but new submissions continue to experience PDF generation failures. The reference number workaround is now official policy, documented in advisories from the US State Department and UK Foreign Office.
The glitch does not affect travelers from India, Indonesia, or other non-ETA nationalities who must obtain embassy-issued visas. Those visas are processed separately and are unaffected by the website outage.
Steps to secure entry despite the glitch
The ETA website is broken, but the entry requirement is not—here is the priority sequence to protect your trip.
- Apply 7+ days before departure: Use eta.gov.lk desktop site only. Screenshot the reference number, payment confirmation, and passport details page immediately after submission—before the session times out.
- Verify backend sync within 48 hours: Check application status via immigration.gov.lk “Track Application” using your reference number. If status shows “pending” after 48 hours, call +94-112-101-500 for manual confirmation.
- Print or save reference number offline: Immigration officers accept printed copies or phone screenshots. Do not rely on email confirmation—it will not arrive.
- Arrive during off-peak hours: Manual verification is fastest in the morning. Evening arrivals (after 6 PM) face 10–30 minute delays at the ETA counter.
- Carry return ticket and hotel confirmation: Officers may request these during secondary checks if the database sync is delayed. Have them accessible on your phone or printed.
Watch: The Department of Immigration has announced a system upgrade scheduled for May 2026, which may restore PDF generation. Until then, the reference number workaround remains official policy.
What if my reference number doesn’t match the backend system at the immigration counter?
Officers allow provisional entry with airline coordination. You will be instructed to reapply for the ETA via hotel WiFi after arrival and may need to request a 24–48 hour overstay fine waiver, though this scenario affects fewer than 5% of travelers presenting reference numbers. The immigration database sync delay is the usual cause, not a failed application.
Are there alternative official channels to apply for the ETA besides the website?
No. Phone, email, and walk-in applications are not accepted for ETA-eligible nationalities. Embassy walk-ins are only available for non-ETA nationals (e.g., travelers from countries requiring traditional visas) and take 5–7 business days to process in Colombo. The eta.gov.lk website is the sole authorized channel for the 195 nationalities covered by the ETA system.
Does travel insurance cover denial of entry due to ETA issues?
Most standard policies (e.g., Allianz, AXA) exclude “failure to obtain required visa or authorization” from coverage. Some insurers offer a “government regulation change” rider for an additional $20–$50, which may cover forced return costs if the ETA system fails after you have applied correctly. Review your policy’s visa/documentation exclusions before departure.
Can I use an old Sri Lankan visa issued before the 2022 ETA mandate?
No. All visas issued before December 2022 are invalid under the current system. EU, Australian, and other previously visa-exempt travelers must apply for the ETA regardless of prior entry stamps or expired visas in their passport. The ETA is valid for 3 months from issue and allows a single 30-day stay.
Do transit passengers staying airside need an ETA?
Yes. Sri Lanka requires an ETA for all arrivals, including transit passengers who remain airside for under 48 hours. There are no exemptions for short layovers or passengers not clearing immigration. Apply before your flight even if you are only connecting through Colombo.
