NBI Clearance Online Errors and Fixes

Try these first

1. 1

   1. Check that the address bar shows clearance.nbi.gov.ph and nothing else

2. 2

   2. Refresh the page once

   Do not click a button many times, especially on the payment step.

3. 3

   3. Open a private (incognito) window or another browser and try again

4. 4

   4. Clear the browser's cache and cookies for the site

5. 5

   5. Type your password slowly and check caps lock

6. 6

   6. For activation, reset or OTP emails

   wait a few minutes and check your spam folder before you ask again.

7. 7

   7. If the page does not load for anyone, the portal is probably down

   Try again later and check the agency's official Facebook page: National Bureau of Investigation.

8. 8

   8. Try again outside office hours, when fewer people are booking

9. 9

   9. Still stuck?

   NBI clearance inquiries: (02) 8524-1277, 0939 150 2880 or nbiclearance@nbi.gov.ph.

• "Email already exists"

  Cause: An NBI account is already registered to that email. The email is also your user ID.

  Fix: Sign in with that email. If you forgot the password, reset it. Do not open a second account.

• "Invalid email format!"

  Cause: The email contains a "+" sign or another character the portal does not accept.

  Fix: Use a plain email address with letters, numbers, dots or underscores only.

• "Invalid mobile number format"

  Cause: The number is not in the 09XXXXXXXXX format.

  Fix: Type 11 digits starting with 09. Leave out +63, spaces and dashes.

• "Invalid date format"

  Cause: The birth date is empty or not a real date.

  Fix: Clear the field and enter your birth date again in the format the field shows.

• "Please verify that you are not a robot"

  Cause: The "I'm not a robot" check was skipped or has timed out.

  Fix: Tick the box again and finish any picture puzzle before you continue.

• "Please complete all required fields."

  Cause: A required field on your profile is empty.

  Fix: Scroll through the form, fill every required field and save again.

• Email or password rejected at sign-in

  Cause: A different email from the one you registered with, a typo in the password, or a browser filling in an old saved password.

  Fix: Delete the saved password for the site and type it again. If it still fails, reset your password.

• "You are not eligible for quick renewal at this time. Please visit an NBI office or try again later."

  Cause: Your previous clearance cannot be renewed online, for example because your details changed.

  Fix: Apply the regular way and visit a branch. Full fix: "Not eligible for quick renewal".

• "GCash is currently having system maintenance. Sorry for the inconvenience. Please choose other payment options. Thank you!"

  Cause: The payment channel you chose is temporarily down. The same message appears for Maya, Bayad Center, ECPay, DragonPay, online banking and other channels.

  Fix: Go back and choose a different payment option.

• Paid but not marked "PAID"

  Cause: The payment channel has not yet confirmed your payment to NBI.

  Fix: Keep the receipt and ask the payment channel first. Then contact NBI clearance inquiries with your reference number. Do not pay a second time. See pay online.

• No slots at the branch you want

  Cause: The branch is fully booked for those dates.

  Fix: Pick a later date or another branch near you.

• "Oops! Something went wrong."

  Cause: The portal says it is either being updated or your internet connection dropped.

  Fix: Check your connection, then click Reload. If it keeps happening for everyone, wait and try later.

• HIT at the branch

  Cause: Your name is the same as or similar to a name with a record in NBI's database.

  Fix: Nothing to fix online. Come back on the release date the branch gives you. The NBI website says usually 5 to 10 working days; the NBI Citizen's Charter 2025 says 8 working days. There is no extra fee.

• Name spelled wrong on the clearance

  Cause: A typo in your online profile.

  Fix: At the branch, the officer asks you to check your details on a monitor before printing. Say so then, and show IDs with the right spelling.