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
Dec 7, 2017, 8:38 am
#182
Original Poster
Join Date: Jun 2014
Programs: EY
Posts: 852
You do not need to bring your Conditional Approval letter to the interview anymore. Just note down your PASSID. From the TTP site:
What should I bring to the interview?
It is useful to bring your membership number/PASSID. You can print out a copy of your conditional approval letter, which has this number on it, or just note your PASSID to bring to your appointment. To print the letter, log in to the TTP website and from the Dashboard display the Notification and then select the Download/print option.
https://ttp.cbp.dhs.gov/faq?lang=en
What should I bring to the interview?
It is useful to bring your membership number/PASSID. You can print out a copy of your conditional approval letter, which has this number on it, or just note your PASSID to bring to your appointment. To print the letter, log in to the TTP website and from the Dashboard display the Notification and then select the Download/print option.
https://ttp.cbp.dhs.gov/faq?lang=en
Just a heads up for those trying to do an appointment months after initial approval, seems that the initial Notification disappears after a while, so you apparently can't print that initial letter after a point. However, if you create an interview appointment, the appointment letter (that you can print) will have your PASS ID on it.
Dec 9, 2017, 9:34 am
#183
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
Programs: oneword Emerald
Posts: 20,634
Moderator's Action
A recent question about Global Entry status not changing from "Conditionally Approved" to "Have interview, and wait for approval" for more than two weeks after the interview was moved to the following thread:
TWA884
Travel Safety/Security co-moderator
TWA884
Travel Safety/Security co-moderator
Dec 9, 2017, 10:41 pm
#184
Join Date: May 1999
Location: Ottawa
Posts: 8,564
One answer (to my own question 
) and one question:
1. Yes DHS sends an email that says "go check the TTP site", despite the site saying all you can do is check and check.
2. If the status (Nexus renewal) changed from "Pending Review" to "Approved" with expiry in 2023, it looks like it means no interview (since there's nowhere to request one). Is that correct? And if so, can the old Nexus card be used until the new one comes or is it invalid the way a passport can't be used while you wait for the new one?
Thanks!
=aw
) and one question:1. Yes DHS sends an email that says "go check the TTP site", despite the site saying all you can do is check and check.
2. If the status (Nexus renewal) changed from "Pending Review" to "Approved" with expiry in 2023, it looks like it means no interview (since there's nowhere to request one). Is that correct? And if so, can the old Nexus card be used until the new one comes or is it invalid the way a passport can't be used while you wait for the new one?
Thanks!
=aw
Dec 10, 2017, 12:09 am
#185
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
Programs: oneword Emerald
Posts: 20,634
2. If the status (Nexus renewal) changed from "Pending Review" to "Approved" with expiry in 2023, it looks like it means no interview (since there's nowhere to request one). Is that correct? And if so, can the old Nexus card be used until the new one comes or is it invalid the way a passport can't be used while you wait for the new one?
[Nexus Renewal Processing time
I strongly suspect that your current NEXUS card is valid until you activate the new card.I wonder why I didn't need an interview and others/you did? I've had 3 job changes, and 3 address changes in the last 5 years. Actual international travel is minor, 3 trips to Australia, 1 to Canada, 2 to Mexico, and 1 to Italy. A crap ton of domestic travel, but I assume that doesn't factor in.
Renewal...
Applied: August 31
Received email about approval without interview: October 10
The approval date was actually earlier. I created a TTP account and noticed that my expiration date was extended by five years this past Sunday, October 8. My best guess is that they approved me on Friday, October 6, unless they've started working on the weekends.
Applied: August 31
Received email about approval without interview: October 10
The approval date was actually earlier. I created a TTP account and noticed that my expiration date was extended by five years this past Sunday, October 8. My best guess is that they approved me on Friday, October 6, unless they've started working on the weekends.
[moderator's hat on]
Please discuss this issue in the linked thread.
[moderator's hat off]
Thank you,
TWA884
Travel Safety/Security co-moderator
Dec 10, 2017, 12:31 am
#186
Join Date: May 1999
Location: Ottawa
Posts: 8,564
Thanks, I appreciate the confirmation. I was pretty sure I'd read of people not needing an interview over the past few years, I also wanted to make sure that the TTP site didn't just move the interview buttons to a different place when the application was approved.
I'll follow up in the other thread, thanks.
=aw
I'll follow up in the other thread, thanks.
=aw
Dec 13, 2017, 9:14 am
#187
Join Date: Oct 2008
Location: Port Moody, BC
Posts: 484
An update to the "Server error 927" problem that I was having when I tried to renew my NEXUS membership:
After multiple support requests being answered by telling me to try again later, I was finally asked to create a support account with CBP; as soon as I did that I received a response telling me that the problem was probably the fact that I had both my US and CDN passports listed in the renewal application and that I should remove all references to CDN citizenship.
I did so, and I was then able to complete the renewal process.
I'm posting this on the off chance that someone else with dual citizenship may be in the same situation.
After multiple support requests being answered by telling me to try again later, I was finally asked to create a support account with CBP; as soon as I did that I received a response telling me that the problem was probably the fact that I had both my US and CDN passports listed in the renewal application and that I should remove all references to CDN citizenship.
I did so, and I was then able to complete the renewal process.
I'm posting this on the off chance that someone else with dual citizenship may be in the same situation.
Jan 4, 2018, 3:04 pm
#189
Join Date: Jun 2013
Location: NYC
Programs: AA Platinum/OW Sapphire, Delta Gold, Marriott Gold
Posts: 89
I was directed to this thread from another so here's a C&P of my issue:
My GE expires in Aug so I went to the GOES site to renew, which then directed me to create a new account at the ttp.cbp.dhs.gov site and link my accounts. That part was successful and I can see my information for the current account including where it says I should go ahead and renew. But I see no links on where to renew? I can add a vehicle or apply for the APEC Business Travel Card but no option to renew. Am I looking in the wrong place?
My GE expires in Aug so I went to the GOES site to renew, which then directed me to create a new account at the ttp.cbp.dhs.gov site and link my accounts. That part was successful and I can see my information for the current account including where it says I should go ahead and renew. But I see no links on where to renew? I can add a vehicle or apply for the APEC Business Travel Card but no option to renew. Am I looking in the wrong place?
Jan 4, 2018, 4:23 pm
#190
Join Date: Nov 2009
Programs: DL PM 1MM
Posts: 3,439
I was directed to this thread from another so here's a C&P of my issue:
My GE expires in Aug so I went to the GOES site to renew, which then directed me to create a new account at the ttp.cbp.dhs.gov site and link my accounts. That part was successful and I can see my information for the current account including where it says I should go ahead and renew. But I see no links on where to renew? I can add a vehicle or apply for the APEC Business Travel Card but no option to renew. Am I looking in the wrong place?
My GE expires in Aug so I went to the GOES site to renew, which then directed me to create a new account at the ttp.cbp.dhs.gov site and link my accounts. That part was successful and I can see my information for the current account including where it says I should go ahead and renew. But I see no links on where to renew? I can add a vehicle or apply for the APEC Business Travel Card but no option to renew. Am I looking in the wrong place?
Jan 4, 2018, 4:48 pm
#191
Join Date: Jan 2007
Location: Home - YYZ
Programs: AC*E, HHonors Gold, SPG Gold, Hertz Presidents Circle
Posts: 778
Error 924
NEXUS expires April 2018.
Began application process on Black Friday.
After validating all the form information, kept receiving an error 924.
Attempted to call the helpdesk (who's number was still published at the time) and was hung up on after being on hold for 90 mins.
Submitted a web ticket.
After some scripted suggestions (Have you created a LOGIN.GOV account?) they escalated to development.
Issue was fixed without attribution 2 days ago (Jan 2)
Payment processed, now I wait.
Began application process on Black Friday.
After validating all the form information, kept receiving an error 924.
Attempted to call the helpdesk (who's number was still published at the time) and was hung up on after being on hold for 90 mins.
Submitted a web ticket.
After some scripted suggestions (Have you created a LOGIN.GOV account?) they escalated to development.
Issue was fixed without attribution 2 days ago (Jan 2)
Payment processed, now I wait.
Jan 4, 2018, 5:05 pm
#192
Join Date: Jun 2013
Location: NYC
Programs: AA Platinum/OW Sapphire, Delta Gold, Marriott Gold
Posts: 89
Jan 18, 2018, 4:39 pm
#193
Join Date: Apr 2003
Location: CLT
Programs: AA ExPlat, Hyatt Globalist, Bonvoy Lifetime Titanium
Posts: 1,551
Hi,
Any data points of having a valid global entry appointment, bring your passport, and bring your driver's license but have lost your application ID, goes ID number, or Pass ID number?
I have an appointment next week and have my passpost and driver's license but can't find my pass ID number and can't retrieve it with the new trust.gov website because it keeps needing my passID or GOESI
Any data points of having a valid global entry appointment, bring your passport, and bring your driver's license but have lost your application ID, goes ID number, or Pass ID number?
I have an appointment next week and have my passpost and driver's license but can't find my pass ID number and can't retrieve it with the new trust.gov website because it keeps needing my passID or GOESI
Jan 19, 2018, 6:37 pm
#195
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
Programs: oneword Emerald
Posts: 20,634
Moderator's Action
A recent post discussing processing time was moved to the following thread:
TWA884
Travel Safety/Security co-moderator
TWA884
Travel Safety/Security co-moderator