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
Aug 19, 2019, 9:23 am
#242
Join Date: Nov 2018
Posts: 41
TTP Website Down?
Tried to login today multiple times and a few times got an error telling me to try again later and redirected to landing page for TTP. Last time got this message:This website is under heavy load (queue full)
We're sorry, too many people are accessing this website at the same time. We're working on this problem. Please try again later.
Anybody else seeing this?
After several more tries it worked.
We're sorry, too many people are accessing this website at the same time. We're working on this problem. Please try again later.
Anybody else seeing this?
After several more tries it worked.
Last edited by AboutTreeFiddy; Aug 19, 2019 at 9:39 am
Aug 19, 2019, 1:40 pm
#244
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
Programs: oneword Emerald
Posts: 20,623
Moderator's note
For indexing and future search purposes, posts discussing the how a Global Entry member who just became a Green Card holder can apply for or receive a Global Entry card were moved to the following thread:
TWA884
Travel Safety/Security co-moderator
TWA884
Travel Safety/Security co-moderator
Aug 28, 2019, 9:05 am
#246
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
Programs: oneword Emerald
Posts: 20,623
You can delete your account and create a new one.
How do I delete my account?
Deleting your account is the first step to resetting it or combining multiple accounts. If you do not have access to your two-factor authentication method, it will take at least 24 hours to delete your account.
After you delete your account, you will not be able to sign in to the government applications that you normally use this account for. You will not lose the information in those application profiles, but you will need to relink a new login.gov account to be able to sign in to them.
After you delete your account, you will not be able to sign in to the government applications that you normally use this account for. You will not lose the information in those application profiles, but you will need to relink a new login.gov account to be able to sign in to them.
Sep 9, 2019, 7:09 pm
#248
Join Date: Feb 2007
Location: U.S. (sometimes)
Programs: UA 1k 1MM, AA Exec Plat, Hyatt Diamond, SPG Plat, Marriott Plat, Hilton Gold, IHG Plat, Accor ?????
Posts: 1,398
Just an update to my question that I had posted yesterday. I was unable to proceed past the passport information page. I even deleted and reentered my passport information several times to no avail. I just gave up and deleted my application. I then went back into the CBP website and started a new renewal application. Everything worked flawlessly this time
P.S. CBP has a webpage for this exact error. Here is their very unhelpful advice:
"There are a number of things that could be causing you problems." Thanks.
"This could be a web browser or fire wall problem. Chrome, Safari and FireFox are not currently supported browsers." Wow.
Feb 14, 2020, 9:56 am
#249
Join Date: Oct 2019
Programs: AS MVPG
Posts: 43
2FA failure on ttp.cbp.dhs.gov
I applied for renewal 8/29/2019. So 169 days waiting. Until this last week, 2FA (2 Factor Authentication) has always functioned when logging on. Now it's stopped. I preferred having 2FA to provide extra security for access to my account and application. Has this happened to anyone else?
Feb 14, 2020, 1:38 pm
#250
Join Date: May 1999
Location: Ottawa
Posts: 8,564
I applied for renewal 8/29/2019. So 169 days waiting. Until this last week, 2FA (2 Factor Authentication) has always functioned when logging on. Now it's stopped. I preferred having 2FA to provide extra security for access to my account and application. Has this happened to anyone else?
=aw
Jun 10, 2020, 2:36 am
#251
Join Date: Jan 2020
Posts: 26
Lost Access to TTP Account (Pending Global Entry Approval) - New Account?
Hi all,
I applied for Global Entry (USA) at the beginning of February and I am still waiting for conditional approval.
I gather this is normal these days.
Unfortunately, I recently reset my phone and (not really knowing how these things work) failed to backup my Google Authentication app which generates the 2-factor authentication code for me to login.
Therefore, I cannot log into my account anymore to check on progress as I am locked out without the ability to generate a code.
According to the website, there is no recovery option, only an option to delete the account and create a new one under the same email address.
Has anyone been locked out of their account in a similar fashion before?
If I create a new login.gov account under the same email address, will I be able to link my GE application to it?
If not, how the hell do I follow progress and, if approved, create an interview appointment?
Hope there is a solution. At least I have learnt by lesson the hard way with this Auth apps - might use SMS codes next time.
Thanks!
I applied for Global Entry (USA) at the beginning of February and I am still waiting for conditional approval.
I gather this is normal these days.
Unfortunately, I recently reset my phone and (not really knowing how these things work) failed to backup my Google Authentication app which generates the 2-factor authentication code for me to login.
Therefore, I cannot log into my account anymore to check on progress as I am locked out without the ability to generate a code.
According to the website, there is no recovery option, only an option to delete the account and create a new one under the same email address.
Has anyone been locked out of their account in a similar fashion before?
If I create a new login.gov account under the same email address, will I be able to link my GE application to it?
If not, how the hell do I follow progress and, if approved, create an interview appointment?
Hope there is a solution. At least I have learnt by lesson the hard way with this Auth apps - might use SMS codes next time.
Thanks!
Jun 10, 2020, 10:43 am
#252
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles; FlyerTalk Evangelist
Join Date: Dec 2009
Location: LAX
Programs: oneword Emerald
Posts: 20,623
From the Login.gov website:
You will need your PASSID to link your pending Global Entry application to the new Login.gov account.
Reset or relink my login.gov account for TTP
You will need your PASSID to link your pending Global Entry application to the new Login.gov account.
Reset or relink my login.gov account for TTP
- After you delete your account, go to https://ttp.cbp.dhs.gov/ to create a new account.
- Once you have created a new account, fill out the information on the account profile page, and at the bottom, you will see a section for previous applications. Under “Have you ever applied for Global Entry, NEXUS, or SENTRI?”, select “Yes.”
- You will be able to link this new account with your old GOES account by providing your PASSID. If you have trouble with your PASSID, please contact CBP directly: https://help.cbp.gov/app/ask.
Jun 10, 2020, 2:45 pm
#254
Join Date: Jan 2020
Posts: 26
From the Login.gov website:
You will need your PASSID to link your pending Global Entry application to the new Login.gov account.
You will need your PASSID to link your pending Global Entry application to the new Login.gov account.
Problem solved (and used SMS code access this time, works with UK numbers)
Jul 1, 2020, 5:48 pm
#255
Join Date: Oct 2014
Posts: 222
I just came here after doing a Google search for the error message on the website. After some research I found out that I needed to activate my Windows system clock to autosync with the current timezone etc. This fixed the error immediately. Hope someone finds this helpful! Best of luck