Jul 1, 2022, 1:33 pm
Last edit by: drewguy
CBP offers online support for various questions. From the website:
Get Help On-line
Get Help On-line
Send us an email through our support portal at https://help.cbp.gov/s/questions?language=en_US. To ensure a faster response, please be sure to select "Trusted Traveler Programs" as your primary topic and then the subtopic that most closely describes your question.
Technical Problems?
If you are reporting a technical problem with the Trusted Traveler Programs website, please provide as much information as possible about the problem you are experiencing, including:- Your Login.gov email address or Membership Number/PASSID
- The screen name that you were accessing when the problem occurred
- The error message text
- Screen print images would also be helpful.
TTP - Trusted Traveler Programs Website -Info, Help, Bugs & Glitches
Oct 2, 2017, 7:31 am
#16
Join Date: Aug 2012
Posts: 81
Hello everyone...
I guess I have a problem!
I applied GE on 9/12/17. The status was showing as pending application till yesterday.
Today GOES switched to brand new Login.gov website. I cannot link my GE application account to my new login.gov account, it is asking for global entry membership number, which I do not have!
The help menu states that this number supposed to be on the LETTER that I received for my application.
I did not receive any letter in the mail. All i have is a payment confirmation number.
I really do not know how to check my application status now.
Anyone experience the same or has a solution?
Thanks!!!
I guess I have a problem!
I applied GE on 9/12/17. The status was showing as pending application till yesterday.
Today GOES switched to brand new Login.gov website. I cannot link my GE application account to my new login.gov account, it is asking for global entry membership number, which I do not have!
The help menu states that this number supposed to be on the LETTER that I received for my application. I did not receive any letter in the mail. All i have is a payment confirmation number.
I really do not know how to check my application status now.
Anyone experience the same or has a solution?
Thanks!!!
I have two submitted & pending GE applications for my wife and son. I have no Membership numbers to link their applications to these new Login.gov accounts I now need to make for them. All I have are the payment receipts and the user enrollment confirmation emails, neither of which give you the provisional Member ID.
I can't even log into my OWN new Login.gov account - half the time, when I click on "Manage My Membership" nothing happens; the other half of the time, the one-time password they send me does not work.
This is a mess.
Last edited by squirk; Oct 2, 2017 at 7:43 am
Oct 2, 2017, 7:36 am
#17
Join Date: May 2011
Location: San Antonio, TX
Programs: AA EXP, DL Silver, Global Entry
Posts: 1,868
Oct 2, 2017, 7:55 am
#18
Join Date: Jan 2012
Location: northeast
Posts: 25
I'm getting the 502 Bad Gateway message also.
For those of you with the PASSID number issue. After you apply, you should get an email with a "change to the status if your application" title. I went back to the email and saw that the "Re" was a PASSID number that had already been assigned, even though I'm still in the application stage (I submitted my application middle of last week). Hopefully this will be helpful to some.
Now if I could just get into the website, I might be able to schedule an interview!
For those of you with the PASSID number issue. After you apply, you should get an email with a "change to the status if your application" title. I went back to the email and saw that the "Re" was a PASSID number that had already been assigned, even though I'm still in the application stage (I submitted my application middle of last week). Hopefully this will be helpful to some.
Now if I could just get into the website, I might be able to schedule an interview!
Oct 2, 2017, 7:56 am
#19
Join Date: Aug 2004
Location: Kansas City, USA
Programs: AA Platinum Pro, Delta Platinum, Marriott Gold, AVIS Preferred, Hilton Gold
Posts: 2,071
I am having the same issues.
I have two submitted & pending GE applications for my wife and son. I have no Membership numbers to link their applications to these new Login.gov accounts I now need to make for them. All I have are the payment receipts and the user enrollment confirmation emails, neither of which give you the provisional Member ID.
I can't even log into my OWN new Login.gov account - half the time, when I click on "Manage My Membership" nothing happens; the other half of the time, the one-time password they send me does not work.
This is a mess.
I have two submitted & pending GE applications for my wife and son. I have no Membership numbers to link their applications to these new Login.gov accounts I now need to make for them. All I have are the payment receipts and the user enrollment confirmation emails, neither of which give you the provisional Member ID.
I can't even log into my OWN new Login.gov account - half the time, when I click on "Manage My Membership" nothing happens; the other half of the time, the one-time password they send me does not work.
This is a mess.
Oct 2, 2017, 8:06 am
#20
Join Date: Jan 2012
Location: northeast
Posts: 25
If it's not one thing, it's another. Sigh. I finally got in. I entered my password. Next screen - in Spanish. Back up and try again. It worked. They sent the security code to my cell phone. I entered it. Site wouldn't take it - twice. Asked for a new code. Lather rinse repeat. Now my account is locked because I entered the "wrong" passcode too many times. Maybe tomorrow.
Oct 2, 2017, 8:23 am
#21
Join Date: Aug 2012
Posts: 81
I'm getting the 502 Bad Gateway message also.
For those of you with the PASSID number issue. After you apply, you should get an email with a "change to the status if your application" title. I went back to the email and saw that the "Re" was a PASSID number that had already been assigned, even though I'm still in the application stage (I submitted my application middle of last week). Hopefully this will be helpful to some.
Now if I could just get into the website, I might be able to schedule an interview!
For those of you with the PASSID number issue. After you apply, you should get an email with a "change to the status if your application" title. I went back to the email and saw that the "Re" was a PASSID number that had already been assigned, even though I'm still in the application stage (I submitted my application middle of last week). Hopefully this will be helpful to some.
Now if I could just get into the website, I might be able to schedule an interview!
I can easily envision a situation where you are waiting on them to send that status update email, and they are waiting on you to set up that Login.gov account and link it to the provisional Member ID (which, of course, you don't have yet), and nothing happens.
Oct 2, 2017, 8:23 am
#22
Join Date: May 2011
Location: San Antonio, TX
Programs: AA EXP, DL Silver, Global Entry
Posts: 1,868
OK. Finally got through the whole process. Took a couple of tries but I’m all set up. Will work wife’s account later since I don’t have her PassID number. Both of us are currrent approved GE members and our membership doesn't expire until 2020 so nothing to do at this point other than get wife enrolled.
Oct 2, 2017, 8:28 am
#23
Join Date: Aug 2004
Location: Kansas City, USA
Programs: AA Platinum Pro, Delta Platinum, Marriott Gold, AVIS Preferred, Hilton Gold
Posts: 2,071
My concern is that, with the changes, will they still send a status update to the e-mail address that was on file on the old site? Or will they not send any status updates until you set up this new Login.gov account?
I can easily envision a situation where you are waiting on them to send that status update email, and they are waiting on you to set up that Login.gov account and link it to the provisional Member ID (which, of course, you don't have yet), and nothing happens.
I can easily envision a situation where you are waiting on them to send that status update email, and they are waiting on you to set up that Login.gov account and link it to the provisional Member ID (which, of course, you don't have yet), and nothing happens.
Oct 2, 2017, 8:39 am
#24
Join Date: Mar 2016
Posts: 84
I've just got of the telephone with their helpdesk. After a 45 minutes hold due to "above normal call volumes", the agent I spoke to gave me my PASSID. I've added this to my 'new' profile and it's all worked itself out!
Unfortunately, my application is still pending review, but at least I can check it.
Unfortunately, my application is still pending review, but at least I can check it.
Oct 2, 2017, 8:42 am
#25
Join Date: May 2015
Location: EXT, sometimes NYC/LON/YQT
Programs: Aeroplan, SPG/Marriott, Radisson Rewards
Posts: 809
I've just got of the telephone with their helpdesk. After a 45 minutes hold due to "above normal call volumes", the agent I spoke to gave me my PASSID. I've added this to my 'new' profile and it's all worked itself out!
Unfortunately, my application is still pending review, but at least I can check it.
Unfortunately, my application is still pending review, but at least I can check it.
So I guess the only option is to phone? Did they give you any trouble?
Oct 2, 2017, 8:51 am
#27
Join Date: Sep 2010
Posts: 67
I've just got of the telephone with their helpdesk. After a 45 minutes hold due to "above normal call volumes", the agent I spoke to gave me my PASSID. I've added this to my 'new' profile and it's all worked itself out!
Unfortunately, my application is still pending review, but at least I can check it.
Unfortunately, my application is still pending review, but at least I can check it.
Which phone # did you you call? How about getting passid for my son or wife? I assume my wife needs to make the call?
This is really frustrating, it was already frustrating with all the delays and all.
BTW, when did you apply? Ours is pending in Chicago, since 9/12.
Oct 2, 2017, 8:57 am
#28
Join Date: Aug 2012
Posts: 81
These SMS and phone calls to get your one-time code are taking WAAAAY too long to be delivered. Mine are taking over 30 minutes to come through.
By that time, you probably think the SMS failed, and have asked for a re-send, which invalidates the first code you eventually receive.
I would say you should wait a solid hour before requesting a new code.
By that time, you probably think the SMS failed, and have asked for a re-send, which invalidates the first code you eventually receive.
I would say you should wait a solid hour before requesting a new code.
Last edited by squirk; Oct 2, 2017 at 10:05 am
Oct 2, 2017, 9:08 am
#29
Join Date: Aug 2004
Location: Kansas City, USA
Programs: AA Platinum Pro, Delta Platinum, Marriott Gold, AVIS Preferred, Hilton Gold
Posts: 2,071
I tried calling the 844-875-6446 number and push "0" for an agent but then get told to try my call again later due to "large call volumes'. After that the call disconnects. 
Oct 2, 2017, 9:11 am
#30
Join Date: Feb 2016
Posts: 7
<deleted>
Hi,
I just logged in to the new website. Everything went smoothly until I saw with horror that my date of birth on the Membership Information tab is wrong (it's one day behind).
The date of birth appears correct on the Account Profile tab (where it cannot be changed along with the name and the PassID#). Also if I click on the edit/update passport information tab the Date of Birth also appears correct there. The expiration month and day of the Global Entry also matches my correct birth month/day.
I tried to call the help phone # but all their lines are busy. I'm thinking to send an e-mail with all the screenshots but I wanted to see if anyone who logs in the new system has a similar problem. I'm traveling this month and am nervous about this error but maybe it's a system wide error.
Hi,
I just logged in to the new website. Everything went smoothly until I saw with horror that my date of birth on the Membership Information tab is wrong (it's one day behind).
The date of birth appears correct on the Account Profile tab (where it cannot be changed along with the name and the PassID#). Also if I click on the edit/update passport information tab the Date of Birth also appears correct there. The expiration month and day of the Global Entry also matches my correct birth month/day.
I tried to call the help phone # but all their lines are busy. I'm thinking to send an e-mail with all the screenshots but I wanted to see if anyone who logs in the new system has a similar problem. I'm traveling this month and am nervous about this error but maybe it's a system wide error.
Last edited by TWA884; Oct 2, 2017 at 11:16 am Reason: Reference to a deleted cross-posted message/thread