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Here is the link to the embassy web site. That will be much easier than trying to use immigration in Bkk. My wife had an issue just recently and had to get a new ID card, and subsequently a new passport. It took an hour at the town hall where she is registered in our sons House registration Register, and then 30 minutes in the local passport office, and the new passport was delivered 10am next morning. Tell her to fill in the form on the above link, and post it in with al the documentation. She should know where she is registered in Thailand, and as insurance get someone to take a good photo of her name in the house registration book and send it down. Thailand uses a common number on her birth registration, passport and ID card. Its a really simple system