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NEXUS renewal issue for US-CA dual citizen

NEXUS renewal issue for US-CA dual citizen

Old Aug 15, 18, 9:37 am
  #1  
Original Poster
 
Join Date: Nov 2014
Posts: 41
NEXUS renewal issue for US-CA dual citizen

Hello,
I've been trying to submit a NEXUS renewal for my wife, who is a US-CA dual citizen. Since our original application was through GOES, when I register at the new portal and submit the trusted traveler ID, the relevant passport information is retrieved automatically. I completed the form and proceeded to the last step to pay for the renewal but encountered this error "Please ensure the document you are providing as proof you may enter into the United States has the correct country of issuance".

The problem is, this information is automatically migrated from our previous application, and it consists of both the US and Canadian passport information. Any attempt to email the NEXUS help with screen shot and detail information just gets me a generic response of pointing me to use the new portal.

Has any one encountered any similar issues? Is there a phone number I can talk to an actual person? Should I just submit a paper application?
Thank you in advance for any advice.

Error below:
vn33 is offline  
Old Aug 16, 18, 11:39 pm
  #2  
 
Join Date: Nov 2009
Location: LAS/LAX/GRU
Programs: Amex, JP Morgan, Diners Club, Nexus
Posts: 323
Are you able to remove the Canadian passport from the application?
If so, just proceed with the U.S. one.
FXWizard likes this.
greglvnv is offline  
Old Aug 17, 18, 11:33 am
  #3  
Original Poster
 
Join Date: Nov 2014
Posts: 41
Originally Posted by greglvnv View Post
Are you able to remove the Canadian passport from the application?
If so, just proceed with the U.S. one.
I haven't tried it yet ... Will give it a go.
vn33 is offline  
Old Aug 20, 18, 9:43 am
  #4  
 
Join Date: Oct 2008
Location: Port Moody, BC
Posts: 472
I had issues when renewing my NEXUS membership - but in my case I would receive a "server error" when it came time to pay for renewal..

It took repeated tech support requests to determine the problem was having both the US and CDN passports entered into the system during the renewal process; I removed the CDN passport info, paid for the renewal, then re-entered the info.
FXWizard is offline  
Old Aug 20, 18, 12:43 pm
  #5  
Original Poster
 
Join Date: Nov 2014
Posts: 41
Originally Posted by FXWizard View Post
I had issues when renewing my NEXUS membership - but in my case I would receive a "server error" when it came time to pay for renewal..

It took repeated tech support requests to determine the problem was having both the US and CDN passports entered into the system during the renewal process; I removed the CDN passport info, paid for the renewal, then re-entered the info.
Thank you for this info ... I haven't tried yet, but will do so later tonight!
vn33 is offline  
Old Aug 20, 18, 6:45 pm
  #6  
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Join Date: Nov 2014
Posts: 41
Originally Posted by greglvnv View Post
Are you able to remove the Canadian passport from the application?
If so, just proceed with the U.S. one.
Originally Posted by FXWizard View Post
I had issues when renewing my NEXUS membership - but in my case I would receive a "server error" when it came time to pay for renewal..

It took repeated tech support requests to determine the problem was having both the US and CDN passports entered into the system during the renewal process; I removed the CDN passport info, paid for the renewal, then re-entered the info.
Thank you both for your hints ... I did just that and was able to make payment for my renewal.
Hopefully the approval will be quick so I can schedule for the interview for the whole family soon.
vn33 is offline  
Old Aug 20, 18, 9:00 pm
  #7  
 
Join Date: Mar 2013
Location: SFO
Posts: 3,593
Originally Posted by vn33 View Post
Thank you both for your hints ... I did just that and was able to make payment for my renewal.
Hopefully the approval will be quick so I can schedule for the interview for the whole family soon.
It won't be too quick, if my experience is any indicator. I just renewed and it took exactly one month from application to approval. However, I was pleasantly surprised that I did not have to interview for the renewal despite moving across the country during that time, as well as having entered a European passport in addition to my US passport (that EU passport having not been on the old account because I didn't have a valid one at the time). My wife and daughter are both in process now. I assume my daughter won't need an interview since she's 6. It'd be kind of funny if my wife had to go.
PWMTrav is offline  

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