You probably won't be able to make an appointment to collect if the status in the system does not tell u to collect. You can try.

In my case (also for my other family members), the system never updates so after more than a week passed, we just go to the branch collect the passport.

I'm not sure if it is similar to other branch, but in Kajang it is much better experience to walk in. For passport collection only (applied online, without appointment) we didn't get numbers so need to queue all the way for more than 4 hours. Whereas my mom (warga emas, walk in) also took about similar time but at least there's nombor giliran so you can sit down in between moving to the counters.

I really don't understand why they didn't give out numbers for collection...

If you manage to book an appointment, by all means you should submit. Basically there are 3 separate queue lines: 1) Walk-in, 2) online with appointment, 3) online without appointment. The longest line apparently is for those applied online and coming for collection without appointment..

My experience, I reached the immigration around 1.30pm, among the lasts in the queue even before the office reopen at 2pm. I got the passport at almost 5pm

2 weeks before that, my mom went at about 9.30am (walk in), managed to settle everything before the counters closed for lunch break around 1pm.

Btw, warga emas get to jump the queue to get the numbers among the walk-ins, if they come alone. My sister was there to accompany my mom so they asked my sister to queue on behalf lol... That's why in my mom's case it took longer to get the passport. If my mom came alone it might be faster.

Btw for walk ins, the queue is just to get the numbers,. Whereas for online, the queue is to get to the one checking counter and then wait at the collection counter. Just this and it took hours because there are too many people.

No such thing as expired passport cannot renew online. In fact you need to renew online because the walk in counters are just for warga emas or below 18 or first time applying for passport.

No problem

You're lucky that you didn't get to queue long to get to counter 13 (it is the checking counter for online application that I have mentioned).

I did observe that there was no more people lining up after 4.30pm or so. So I guess it is also a matter of timing, perhaps better to come late so you don't waste time for the queue.