GE Kiosk Doesn't Read Passport
Oct 26, 2018, 1:34 pm
#1
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Location: NYC
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GE Kiosk Doesn't Read Passport
Ever since I got my renewed passport, the GE kiosk will not read the passport when I insert it into the reader. I have to enter my name and birthdate manually. I never had this problem with my old passport. The new one was issued in 2017. It's a US passport. My wife never has a problem, so as a check I had her insert my passport and it didn't work any better for her, so I'm confident I'm using the machine properly.
Any suggestions?
Any suggestions?
Oct 26, 2018, 2:30 pm
#2
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Similar issue reported in the Global Entry Kiosk Error Messages thread:
Had this message at the kiosk yesterday. Had to go through the regular line, which thankfully wasn’t long. May have got the language slightly wrong but that’s the gist of the message.
Has anyone else had this?
Background: I’ve had GE for >7 years, never had any issues before. The only new data point is that I recently got a second US passport (couldn’t leave my first US passport long enough for visa processing as I travel internationally several times a month) and I’m wondering if that’s messed things up somehow. I didn’t use the 2nd passport on the trip, nor had it entered into my passenger profile for the trip, nor registered it for GE (can’t even figure out how to do that online).
Have another international trip tomorrow (and another one the week after) so will have a chance to see if it’s a one-off or something has gone wrong.
Thanks for any insight.
Has anyone else had this?
Background: I’ve had GE for >7 years, never had any issues before. The only new data point is that I recently got a second US passport (couldn’t leave my first US passport long enough for visa processing as I travel internationally several times a month) and I’m wondering if that’s messed things up somehow. I didn’t use the 2nd passport on the trip, nor had it entered into my passenger profile for the trip, nor registered it for GE (can’t even figure out how to do that online).
Have another international trip tomorrow (and another one the week after) so will have a chance to see if it’s a one-off or something has gone wrong.
Thanks for any insight.
Thanks for the suggestion mnbp.
Happy resolution: I used CBP's "Contact Us" on their website and got a response a few days later (they promised 15 day turnaround, so that was pleasant.)
"I have reviewed your Trusted Traveler account and repaired any and all account issues/discrepancies (if any). Your account should be fully active without any issues."
And sure enough, returning to the same terminal today (JFK T7), and using the same kiosk, I had no problem.
Happy resolution: I used CBP's "Contact Us" on their website and got a response a few days later (they promised 15 day turnaround, so that was pleasant.)
"I have reviewed your Trusted Traveler account and repaired any and all account issues/discrepancies (if any). Your account should be fully active without any issues."
And sure enough, returning to the same terminal today (JFK T7), and using the same kiosk, I had no problem.
Oct 30, 2018, 8:01 am
#5
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Oct 30, 2018, 8:19 am
#6
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Oct 30, 2018, 8:39 am
#8
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Oct 30, 2018, 10:45 am
#9
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Nov 3, 2018, 3:44 pm
#10
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Location: NYC
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This is the response I got from CBP:
"If you have frequent travel through JFK, I would advise you take your passport to the Global entry office and have them physically scan your document. It has not been scanned to the system. This may be causing the issue. You do not need an appointment to do this."
Does this make sense? I haven't heard of people getting their passports scanned into the system for GE. I would have thought GE would recognize the info automatically based on the passport number, etc. which they clearly have.
"If you have frequent travel through JFK, I would advise you take your passport to the Global entry office and have them physically scan your document. It has not been scanned to the system. This may be causing the issue. You do not need an appointment to do this."
Does this make sense? I haven't heard of people getting their passports scanned into the system for GE. I would have thought GE would recognize the info automatically based on the passport number, etc. which they clearly have.
Nov 3, 2018, 4:30 pm
#11
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Did you check your profile in the TTP website and to make sure that your passport information is correct?
Nov 3, 2018, 4:49 pm
#12
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First that I recall seeing anything about a new passport of a Global Entry member having to be scanned into the system. I try to read every post in the Trusted Travelers forum and the relevant thread (Global Entry - New Passport).
Any suggestions for a next step?
Nov 3, 2018, 5:54 pm
#13
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Stop by a GE enrollment center and have a CBP officer check your complete profile for errors; they can see more information what's available on the TTP site.
New US citizens who updated their Trusted Travelers profiles to replace the Green Cards with US passports have encountered similar problems using the GE kiosks.
New US citizens who updated their Trusted Travelers profiles to replace the Green Cards with US passports have encountered similar problems using the GE kiosks.
Nov 3, 2018, 6:15 pm
#14
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It seems odd that I don't have any other problems with passport activities.
Nov 3, 2018, 8:38 pm
#15
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My wife often gets an X due to faded/worn fingerprints; I've seen them check her complete profile and typing notes when clearing her.