Originally Posted by
dingo
I renewed my passport in August, with the issue date on the passport being shown as August 24. When I attempt to update my GOES passport information, I get this error:
"We were unable to verify your document. Please correct your document information and click Submit
Note: If your name or date of birth on your new document does not match the name or date of birth displayed or if the information you entered is correct, please visit an enrollment center to update your document information."
I cannot change my name, which appears correctly anyway. It's now more than a month after issue date. I don't find much in the way of information on their website, have sent an e-mail, and if at all possible would like to avoid scheduling an in-person appointment to ask them what is going on.
Anyone have experience with this error and how to resolve?
I have tried to get my driver license updated twice now. I can edit the field, but the changes don't take effect. Presumably, there's some backend verification that's failing.
Some changes, such as name and DOB, by design cannot be changed. And I can see the logic behind it. If you have a new name, they'll want some documentation, and if your date of birth has changed, they'll probably want an explanation. The most common one is probably just data entry error, but when your official documents mismatch, I can see why they'd want to have an officer look at and resolve that discrepancy.
Beyond that, however, the fields you CAN update -- such as passport number, expiration date, etc also don't seem to work for everyone. In short, it feels like there are some pretty serious IT deficiencies in these systems.
The bad news is that if the online system won't let you update your documents, an in-person visit is your only other option (although apparently, some very limited changes, like just removing an obsolete document, can be done over the phone.) The good news is that document updates do not require an appointment. I was able to just show up at the Port of Palm Beach CBP office to get GE updates done; that will also be my solution for the driver license.