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 9, 2017, 1:11 pm
#106
Suspended
Join Date: May 2017
Location: In the Swiss amoeba's head
Programs: Lowest level possible
Posts: 2,829
Ok, so this is weird....
Just made my login.gov account, which went smoothly enough. I provided my PASS ID number, and it pulled up my GE membership under my account just fine. But this is where things start getting odd.
I clicked on the 'Update Documents' link on the right to make sure everything was up to date before applying for my GE renewal, and every single date on every document is off by one day! My date of birth on my passport and DL is one day earlier than the actual date. Similarly, the issuance and expiration dates on my passport, as well as the expiration date on my DL are off by a day (listed as being one day earlier, just like on my date of birth under both documents).
Anybody else run into this issue?
Just made my login.gov account, which went smoothly enough. I provided my PASS ID number, and it pulled up my GE membership under my account just fine. But this is where things start getting odd.
I clicked on the 'Update Documents' link on the right to make sure everything was up to date before applying for my GE renewal, and every single date on every document is off by one day! My date of birth on my passport and DL is one day earlier than the actual date. Similarly, the issuance and expiration dates on my passport, as well as the expiration date on my DL are off by a day (listed as being one day earlier, just like on my date of birth under both documents).
Anybody else run into this issue?
Has anyone else encountered an error in the site where you enter the dates correctly, but then when the system displays them they are displayed as one day prior to what you entered?
I have an existing GE account, which I've been able to link to the new TTP website. It pulled up all my passport information automatically but the issue and expiration dates are off by one day. Same for my birthday.
I have an existing GE account, which I've been able to link to the new TTP website. It pulled up all my passport information automatically but the issue and expiration dates are off by one day. Same for my birthday.
Oct 9, 2017, 1:33 pm
#107
Join Date: Jul 2009
Location: AUS / DXB
Programs: BA Silver | AA LT Gold | EY Silver | Marriott LT Titanium
Posts: 1,838
Sorry, missed the posts by evanderm and TurboTurtle.
This is exactly what happened to me as well. Despite entering the correct DOB at signup, all dates (DOB, issue date, expiration dates) got pushed back by a day once the PASS ID was linked. Have you taken any action on this yet, like contacting support?
Are you still having the same issues? Any luck getting them resolved?
Has anyone else encountered an error in the site where you enter the dates correctly, but then when the system displays them they are displayed as one day prior to what you entered?
I have an existing GE account, which I've been able to link to the new TTP website. It pulled up all my passport information automatically but the issue and expiration dates are off by one day. Same for my birthday.
Considering I cannot call them, wondering what the best thing is to do in this case.
I have an existing GE account, which I've been able to link to the new TTP website. It pulled up all my passport information automatically but the issue and expiration dates are off by one day. Same for my birthday.
Considering I cannot call them, wondering what the best thing is to do in this case.
As I mentioned when I first checked in on the new Global Entry platform my date of birth appeared wrong in the Manage Profile tab, however it appeared correct in the Account Profile screen as well as when clicking to update the passport information.
...
I keep saving screenshots with these discrepancies. If it were a minor error I wouldn't worry but it is after all the DOB (which by the way is one day wrong, e.g. appears as 13 instead of 14).
...
I keep saving screenshots with these discrepancies. If it were a minor error I wouldn't worry but it is after all the DOB (which by the way is one day wrong, e.g. appears as 13 instead of 14).
Oct 9, 2017, 11:00 pm
#108
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
I had this problem a few days ago and it still hasn’t been fixed. The “submit” button does absolutely nothing.
Oct 10, 2017, 3:40 am
#109
Join Date: May 2008
Location: YYZ
Posts: 2,636
Sorry, missed the posts by evanderm and TurboTurtle.
This is exactly what happened to me as well. Despite entering the correct DOB at signup, all dates (DOB, issue date, expiration dates) got pushed back by a day once the PASS ID was linked. Have you taken any action on this yet, like contacting support?
Are you still having the same issues? Any luck getting them resolved?
This is exactly what happened to me as well. Despite entering the correct DOB at signup, all dates (DOB, issue date, expiration dates) got pushed back by a day once the PASS ID was linked. Have you taken any action on this yet, like contacting support?
Are you still having the same issues? Any luck getting them resolved?
That person was assured by the officer in the enrollment center that the back-end systems contained the correct information and that it was a website glitch.
I hope that it gets resolved soon. I would suggest that if you encounter it, notify CBP of the problem through an e-mail.
It's a very annoying bug.
Oct 10, 2017, 5:28 am
#110
Join Date: May 2011
Location: San Antonio, TX
Programs: AA EXP, DL Silver, Global Entry
Posts: 1,863
Oct 11, 2017, 1:55 am
#111
Join Date: May 2008
Location: YYZ
Posts: 2,636
CBP too overwhelmed with all the calls and emails so got a catch-all reply in which just the date of birth issue was mentioned. Seems like they're aware of the problem there.
Hope the solution they implement to fix that also covers passport info.
Email from CBP did confirm that information is correct in back-end systems.
Hope the solution they implement to fix that also covers passport info.
Email from CBP did confirm that information is correct in back-end systems.
Oct 11, 2017, 7:06 am
#112
Original Poster
Join Date: Jun 2014
Programs: EY
Posts: 852
CBP too overwhelmed with all the calls and emails so got a catch-all reply in which just the date of birth issue was mentioned. Seems like they're aware of the problem there.
Hope the solution they implement to fix that also covers passport info.
Email from CBP did confirm that information is correct in back-end systems.
Hope the solution they implement to fix that also covers passport info.
Email from CBP did confirm that information is correct in back-end systems.
"The new TTP system is experiencing some issues with syncing date of birth information at this time. This will not impact your use of your membership or a renewal application as it is still correct in our system. We are currently working on a solution."
Oct 11, 2017, 10:33 am
#113
FlyerTalk Evangelist
Join Date: Apr 2009
Location: where lions are led by donkeys...
Programs: Lifetime Gold, Global Entry, Hertz PC, and my wallet
Posts: 20,340
Perhaps this issue has already been reported, I login, I cannot find an account profile page at all as seen in step 10. The only page I can get to is "Your account" but nothing else no matter where I try to log in. Very underwhelming so far. Now I will see if I can find my passid.
Oct 11, 2017, 11:41 am
#114
Join Date: Sep 2013
Posts: 464
I should have waited a week before transferring to TTP.
I just got my new driver's license yesterday, and attempted to update the expiration date in TTP. Nothing happens. The "submit" button on Update Documents/Edit Drivers License does nothing, and the expiration date is not updated.
Mac Firefox and Opera and Chrome
Windows Firefox and Edge.
Nada.
(bug report submitted via TTP)
I just got my new driver's license yesterday, and attempted to update the expiration date in TTP. Nothing happens. The "submit" button on Update Documents/Edit Drivers License does nothing, and the expiration date is not updated.
Mac Firefox and Opera and Chrome
Windows Firefox and Edge.
Nada.
(bug report submitted via TTP)
Last edited by RandomNobody; Jun 21, 2022 at 4:55 pm
Oct 11, 2017, 2:14 pm
#115
FlyerTalk Evangelist
Join Date: Apr 2009
Location: where lions are led by donkeys...
Programs: Lifetime Gold, Global Entry, Hertz PC, and my wallet
Posts: 20,340
Well I decided to try different browsers and the browser du jour for this is Chrome. It's an interesting looking website.
Oct 11, 2017, 3:31 pm
#116
Join Date: Jul 2009
Location: AUS / DXB
Programs: BA Silver | AA LT Gold | EY Silver | Marriott LT Titanium
Posts: 1,838
I should have waited a week before transferring to TTP.
I just got my new driver's license yesterday, and attempted to update the expiration date in TTP. Nothing happens. The "submit" button on Update Documents/Edit Drivers License does nothing, and the expiration date is not updated.
Mac Firefox and Opera and Chrome
Windows Firefox and Edge.
Nada.
(bug report submitted via TTP)
--Carlos V.
I just got my new driver's license yesterday, and attempted to update the expiration date in TTP. Nothing happens. The "submit" button on Update Documents/Edit Drivers License does nothing, and the expiration date is not updated.
Mac Firefox and Opera and Chrome
Windows Firefox and Edge.
Nada.
(bug report submitted via TTP)
--Carlos V.
In light of all the reported issues and the fact that they're aware of it, I'm just going to leave it alone for now. My renewal is due in 3 months, and I'm not going to risk putting in a renewal application while these issues are ongoing.
Oct 12, 2017, 10:37 am
#117
Join Date: Sep 2010
Posts: 67
My whole family members were approved last week as I shared here.
Since last week, we have been getting multiple "TTP Application Status Change" emails. When you login into our accounts, there is no change/updates.
Has anyone experienced similar situation with their TTP accounts?
Since last week, we have been getting multiple "TTP Application Status Change" emails. When you login into our accounts, there is no change/updates.
Has anyone experienced similar situation with their TTP accounts?
Oct 12, 2017, 11:26 pm
#118
Join Date: Mar 2014
Location: YVR
Programs: AC E75K, WJ Gold, NEXUS, Marriott Gold
Posts: 316
Adding my stats -
Current NEXUS member with CAN passport and drivers license. No problem registering with the new site, the SMS text came through instantly and all my program data is correct. ^
Current NEXUS member with CAN passport and drivers license. No problem registering with the new site, the SMS text came through instantly and all my program data is correct. ^
Oct 13, 2017, 12:31 pm
#119
Join Date: May 2011
Location: San Antonio, TX
Programs: AA EXP, DL Silver, Global Entry
Posts: 1,863
I should have waited a week before transferring to TTP.
I just got my new driver's license yesterday, and attempted to update the expiration date in TTP. Nothing happens. The "submit" button on Update Documents/Edit Drivers License does nothing, and the expiration date is not updated.
Mac Firefox and Opera and Chrome
Windows Firefox and Edge.
Nada.
(bug report submitted via TTP)
--Carlos V.
I just got my new driver's license yesterday, and attempted to update the expiration date in TTP. Nothing happens. The "submit" button on Update Documents/Edit Drivers License does nothing, and the expiration date is not updated.
Mac Firefox and Opera and Chrome
Windows Firefox and Edge.
Nada.
(bug report submitted via TTP)
--Carlos V.
Oct 13, 2017, 1:15 pm
#120
Join Date: Aug 2008
Location: トロント
Programs: IHG Gold
Posts: 4,820