Newbie2FT

Have you entered the country and used a Global Entry kiosk since you requested the card?

In other words, as a starting point, are you sure that your Global Entry benefits themselves are still functional?

srg078

My next international trip is in May, so hoping to get this squared away before then. According to CBP, everything is active and matches the information that I have though. They just don't know why PreCheck is not appearing.

bocastephen

Precheck is still not working, and their Trusted Traveler account is a complete mess - all new documents were uploaded, however the account is now locked for changes until their Nexus renewal interview which we will do in May or June. I'm hopeful that once at the interview, both sides (Nexus and GE) can get all of the documents sorted out or even get a new number or a GE card and we will base precheck off the GE card instead of the Nexus number.

Newbie2FT

So have you/your spouse completed your spouse's NEXUS renewal application on the TTP website? If so, did you have the opportunity to enter correct citizenship documents (the spouse's US passport)?

Also, it sounds like you may be thinking of applying for both NEXUS and Global Entry for your spouse. But anyone who receives membership in one program will be ejected from the other program (membership in it will be cancelled).

See this thread about that issue:

https://www.flyertalk.com/forum/trus...e-renewed.html

NEXUS includes Global Entry benefits. NEXUS members receive a NEXUS card.

If the two of you spend a lot of time in Toronto (YYZ is listed as one of your locations), then you probably want to keep NEXUS for both of you instead of Global Entry.

bocastephen

Yes, the renewal application was done with the correct documents online - need to wait for the interview before everything can be sorted out as the account is a mess. They do not have a separate GE account, it comes with Nexus, but we might ask them to start over with a new account number or profile to fix the mess that was started by the nitwit who works the reception desk at YVR

mrwheezy117

I recently got naturalized as well so congratulations to your spouse!

Looking back at the thread, it seems that the update should've been done at a NEXUS enrollment center rather than a GE office. I've had similar warnings given to me at my interview when I informed them I was getting naturalized soon. Apparently the database and system they have in place for NEXUS is wonky as hell.

Newbie2FT

When you looked at the TTP system back in January to see the errors in place from that bad visit to the YVR NEXUS office, do you happen to remember if your spouse's green card was still listed in the system? In other words, did the front desk employee fail to remove it?

(I'm trying to figure out the common theme with the incidents in the other thread -- https://www.flyertalk.com/forum/trus...procedure.html )

benny08

My pre check was also gone after becoming US citizen. I went to the global entry office in LAX to update my information. Once that was done, my pre check have never came back. I went to the NEXUS enrollment center in YVR to make sure everything was correct. I was not seen by a officer. The receptionist assisted me, and he said everything looks good. Still, no pre check to this day.

Newbie2FT

That's the exact situation I discuss in my post in the LPR to citizen thread:

https://www.flyertalk.com/forum/trus...l#post29506896

The takeaway lesson is to not trust the NEXUS office front desk clerk (especially at YVR!) to take care of the changes.

Insist on seeing the CBSA and CBP officers, allow plenty of time, make sure that they remove the old permanent residence status and PR/LPR documents and update your citizenship, and then check the TTP system on your phone before you leave the office.

Besides PreCheck, is your US passport still scannable at Global Entry kiosks (either in the US or at Canadian pre-clearance airports)? And is your NEXUS card still scannable in NEXUS kiosks? (I assume your old one was confiscated and you were issued a new one listing US as your citizenship?)

benny08

My passport works at GE kiosk. I got a new NEXUS card, but I haven't use it since becoming US citizen. I don't travel to Canada as often as I used to, maybe twice a year now?Everything in my profile looks correct, except my driver's license which is expired and no matter how many times I try to update it, it won't update.

So..... go back to a NEXUS enrollment center, and insist on seeing a CBSA and CBP officer?

Newbie2FT

That appears to be the best course of action, based on others who've encountered this situation.

benny08

They are finally acknowledging this is a known issue!! Nobody wants to take responsibility, other than blaming each other (TSA and CBP)

We are contacting you to provide an update on your issue concerning TSA Pre✓®.

TSA has been working with Customs and Border Protection’s Trusted Traveler Program Office and have determined that Global Entry members who have changed or updated their citizenship since joining are now being deemed ineligible for TSA Pre✓®. While we have not yet determined the exact cause, we know that new citizenship status updates are not being properly transmitted when making a reservation.

We understand the frustration this technical issue is causing and we are still working hard to develop a solution. We will continue to provide status updates every couple of weeks until the issue has been resolved.

We appreciate your patience.

TSA Contact Center


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bocastephen

While this is at least a decent explanation of what is causing the problem, the question remains can this issue be resolved when renewing Nexus/GE and flushing out old documents?

Quarantine

TWA884

Hello @Quarantine,

It's a known issue.

I went ahead and merged your question into the relevant thread; please take a look at @benny08's post above.

TWA884
Travel Safety/Security co-moderator

P.S. You may also want to review this thread: LPR to Citizen - Proper Global Entry / NEXUS Update Procedure