global entry works off an on
 

My husband and I have global entry and our passports since Aug 2013.

We used them to fly internationally last December. At the airport leaving the US, Husband's passport had to be scanned manually by an agent as it didn't work in the machine to be used by passengers for boarding passes. Coming back into the US, neither of us were able to get the GOES kiosks to work so went through the long line with the rest. We went to Europe in March. My passport didn't work in the kiosk for the boarding pass and we had to use an agent. On the return home, neither could get the global entry kiosk to work. We went to the Goes office and both passports work there.

We are going on another International flight soon and are wondering if the passports in the kiosks will work and if not, where we should be reporting the problem. They seem to scan fine when an agent scans them in at the counter, but at the kiosk, sometimes it works and sometimes not. An agent even tried to scan it at the kiosk for boarding passes and one works and one didn't. Our goes kiosk luck has been zero and things are so hectic, that no one helps there, they just say join in the line.

We are wondering if it was a waste of money to get the GOES.

I would say go online and see if you have the correct passport number in your profile. I've never had an issue with my passport not scanning.

Coming in through BOS last night, I couldn't get my passport to scan even after trying a second kiosk. Punching in the passport number manually (don't forget that option!) worked fine, though.