France’s ‘ANEF’ website – which foreigners use for most online residency card requests – is notorious for glitches and recurrent issues. Here are some tips, offered by readers of The Local, to solve its problems.
At the end of 2024, French rights organisation – Défenseur des droits – issued a 40-page report, detailing the many problems that foreigners in France face when using the ANEF website, which is necessary for most residency card applications, validating the VLS-TS visa, changing your address, dealing with lost cards, and applying for French naturalisation.
They recounted a number of issues, particularly with persistent bugs in the website – like the inability to request a new password or a previous application never being properly closed, meaning they were unable to start a new one.
READ MORE: Foreigners in France face ‘national crisis’ due to glitches on admin site ANEF
The Local reached out to readers to hear about their experiences, and we’ve put together this list of tips for dealing with the most common problems;
1. Don’t use plug-ins
If you are using a translation plug-in – a tool that automatically translates your page from French to English – then you might find that the website is even more glitchy than usual. On top of that, translations are not always accurate and could be misleading.

Screenshot of the ANEF website.
« Don’t use the English translation, French is more reliable, » advised one reader, Liz Wright in Vienne. This is especially important for ensuring that you upload the correct document being requested.
Other plug-ins, like Ad Blockers, might also cause some issues. Before you do anything, try turning off those plug-ins to see if the issue resolves itself.
This can be a problem with a lot of French government websites, so if you are having problems with an online service, the first thing to try is turning off all automatic translators and/or ad-blockers. You can instead copy and paste text that you need translating into a translator on another page, such as Google translate or DeepL.
2. Keep trying to contact support
If you’re experiencing technical problems, the site does have a help service, and readers report that it is actually quite helpful.
« Report any problems via the online help service, the ANEF team are responsive and can advise on known bugs and expected fixes, » Wright also recommended.
Other readers echoed this advice. Randy Kerber, who lives outside of Paris, said: « My only tip would be to send messages over and over until you receive an adequate response, or the problem gets fixed. »
You can do this by clicking on « Nous Contacter » in the upper right corner. Then you can choose the reason you are contacting them (from the dropdown menu) and write your message. Be sure to attach screenshots with the URL, date and time visible, as well as the error message (if you have one).
That said, there have been reports of some glitches with this function too. One reader, LaRue in Provence, said « when I clicked the field for the subject, it didn’t change. I clicked anyway and it went through and the email copy of the request I got said the right issue. »
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If you have trouble reaching out to support, another reader, James Sinclair in St-Estephe said « Try dgef-support@interior.gouv.fr. They reply quickly. »
You can also try reaching out to France’s Citizen Contact Centre (CCC) by calling 0 806 001 620.
3. Upload the correct documents
This sounds like obvious advice, but it goes beyond just saving yourself time scanning unnecessary paperwork – mistakes can severely delay your application.
« Make sure you have all your documents ready in the correct format for sending and don’t send anything not requested. Expect to be asked for duplicate documents when your card is processed, » Liz Wright advised.
We suggest clearly labelling files when you save them, so they are called something like acte_de_naissance.jpg rather than the default file name of 1257644.jpg, to make it easier to upload the correct thing.
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Also pay careful attention to which documents need to be accompanied by a certified translation.
Linda D in Hauts-de-Seine told The Local: « When I filled in the application for a new residents permit, they asked that I send my US birth certificate but they omitted the need for an official French certified translation of it. My application was refused and I had to start over. »
The Meurthe-et-Moselle préfecture estimates on their website that on average it takes them two months to process a residency card request. However, if the file is « missing some information, requiring back-and-forth with the administration », then the wait period is about six months, while in a best case scenario, a residency card could be processed in 25 days.
READ MORE: Revealed: The waiting times at French préfectures
4. Be careful about file sizes and formatting
Paul Keating, in Soustons, told The Local: « The site sets a limit on the size of the files you upload, which is fair enough. But there is also an unspecified limit on the total size of all the files you upload. Break that limit, and the upload hangs for up to an hour and then reports failure with no reason given.
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« By uploading the files in different orders, I eventually twigged that cumulative size was the problem. There is no way to split the upload, because if your application does not conform to requirements it will just be rejected. For a 5-year card (after 5 years of residence) you have to upload 5 years’ worth of documents in one go and if they are scanned then the volume is considerable. »
Paul explained that he was able to find a solution to this issue. His advice is: « Where possible upload original PDFs, not scans of printed pages.
« For bank statements, strip out inessential pages such as covering letters and boilerplate text. But don’t print and rescan to achieve this; that will only make matters worse. Scan images in greyscale, not in colour. In need, find a friend who is IT-savvy (or has teenage kids who are), who can slim the files down for you. »
If you need to shrink the size of files there are plenty of free online tools that will do this – be aware that mobile phone photos are especially big, so if you have taken a photo of a document on your phone you will almost certainly need to compress the file size before you can upload the picture.
5. Don’t overlook the simple ‘log out, log back in’
Several readers mentioned that simplicity is sometimes best.
LaRue explained that « Some of the documents wouldn’t attach properly. I solved that by reloading the page and then it would eventually take it (…) Reloading seemed to help some of the issues, but not all. »
Edwina in Nice told The Local « For glitches try logging out and back in. Also know the site isn’t always up to date. I kept checking the status of my renewal request and the site showed they hadn’t even started processing it yet.
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« I was freaking out as my old one was expiring and then one day I got a message saying it had been approved. So hang in there! »
6. Check the FAQ page
The ANEF website has a tab titled ‘Besoin d’aide?’ in the upper right hand corner. This is the FAQ page, and it might have an answer to your query, so it’s a good place to start.
All of the information is in French, but there are helpful videos and photos showing how to complete certain procedures. There are over 25 responses to commonly asked questions.
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7. Get in-person help
There should be at least one Point d’accueil numérique (PAN, or the online procedure help desk) in your département, if not multiple. These locations are staffed with people whose job it is to help with online admin tasks.
That said, Defenseurs des droits highlighted in their report that sometimes staff are not specifically trained in assisting with residency permits, and they cannot offer legal advice.
But if you are having recurrent IT issues, then this is a good place to get a second opinion and get help with where to direct your complaints. Use this list to find your nearest PAN.
In some cases, there may also be a specialised in-person location for foreign nationals to get help with the ANEF website. In Paris, for example, there are three PANs, and one of them is « dedicated to online procedures on the ANEF website ».
It is located at 1 bis, rue de Lutèce (Paris 4ème), Room 3. Be sure to make an appointment before showing up – you can do so on the préfecture website.
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If you are struggling to find out if this exists in your préfecture, try searching « Point d’accueil numérique e-MERAUDE » and your préfecture. This is the abbreviation for services meant to help foreign nationals.
8. Understand the difference between ANEF and préfecture websites
If applying for or renewing a carte de séjour, once your request has been processed then the next step is normally to wait for the préfecture to send you a text message informing you that your new card is ready for pick-up.
If you are experiencing long delays in waiting for your new card to be prepared, then your recépissé or attestation de décision favourable act as proof of your existing rights. According to the ANEF FAQ page, it maintains all of the rights you had under the previous permit, allows you to travel within and re-enter the Schengen zone, and (assuming your previous permit allowed you to work) permits you to continue working.
Keep in mind that the attestation de décision favorable is only valid alongside your previous residency card or visa (even if it has expired). This document is very important, so when you download it be sure it is in a safe, accessible file.
That said, waiting for your card to be prepared can take a long time, but complaining on the ANEF help form probably won’t do much because this is the moment when you switch from the ANEF website to the préfecture website.
You will make your appointment to pick up your new card – or complain about the long delay – via your préfecture’s website. Here are our Top tips for dealing with delays or problems at your French préfecture.
9. Get professional help if all else fails
If you are at the end of your rope and you have tried everything, then get in touch with Défenseur des droits for free legal assistance. You can find their contact form on their website.
Info droits étrangers is another association that offers free legal help to foreigners. You can call them or send a message online.
You can also get in contact with a lawyer, who may help reach out to the préfecture on your behalf, or send a Lettre recommandée.
Generally, it is not necessary to get professional legal help when compiling and submitting your application, unless you have a complicated situation. However, if you are experiencing severe delays or repeated tech issues that have not been resolved, it may be time to reach out.
READ MORE: How can I find English-speaking lawyers and accountants in France?
Thank you to everyone who shared their tips, feel free to add your own tips and tricks in the comments section below