The area for international/USA gates to domestic concourse CBSA entry point at YYZ did not have any nexus machines/kiosks when we last went through in Nov 2021- that was the last time (prior to this last Monday) we came back from USA to Canada via YYZ as a connecting city
This time, when we went through the nexus lanes, we saw the nexus machines
Regarding the steps mentioned below:
- select your language of choice
- indicate the number of travellers in your party
- scan or tap your NEXUS card when prompted
- confirm your identity and personal information
- prepare for a live image photo capture to confirm your identity, when prompted
- collect the printed receipt, which you must carry with you through the customs hall
We pressed the touch screen and went through steps 1 and 2.
With step 3- we tapped our card.
Nothing happened for a few seconds.
Then the machined asked us to scan the card, but inserting it into the machine (by turning the card upside down and with one's hand, putting the card inside the machine - on a glass screen).
Then the machine gave an error message of some kind - to see the CBSA officer.
We went through these steps numerous times- stating there were 2 travellers- first me, then her; then again we tried 2 travelers- she first, then me
Then we tried one traveler each - first her and then her
Always the same error message.
We did not try a different machine.
So the question is whether it was our technique, or our cards, or the machine?
Is there any way I can tell on the dashboard if my card has been activated (or not) for facial recognition by both the nexus and GE machines/kiosks?
PS-when we went to the CBSA officer- we told him we could not get our nexus machines to work; he asked us to go to the passport machine (of the type used by non-nexus travelers) - but meant for only nexus travelers. Then we went back to the front of the nexus line (there was nobody there) and saw the CBSA office, dealing with nexus travelers.