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Global Entry customer service number [unable to update passport information - solved]

Global Entry customer service number [unable to update passport information - solved]

Old Jun 11, 19, 9:06 am
  #1  
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Join Date: Jun 2019
Posts: 2
Global Entry customer service number [unable to update passport information - solved]

I searched the FT forums and couldn't find an answer. I'm trying to renew my Global Entry on-line, but get stuck at the passport section. I have deleted it and added it again about 10 times, but it won't let me continue past that point. I have sent an email, as instructed on the site, more than two weeks ago. No big surprise, but no reply. I have spent too much time searching for a phone number that works. One suggestion was to call the CPB office at the local airport (PHL for me), but it just goes to voicemail. Does anyone have any suggestions on what to do or an actual phone number that works?
Philly Kate is offline  
Old Jun 11, 19, 9:17 am
  #2  
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles
 
Join Date: Dec 2009
Location: VNY | BUR | LAX
Programs: AAdvantage | MileagePlus
Posts: 11,779
Welcome to FlyerTalk @Philly Kate!

There have been numerous glitches with the TTP website reported in the TTP - Trusted Traveler Programs Website (replaced GOES).

Some of the of the successful solutions were to clear the cache and delete the cookies and try again or using a different browser.
TWA884 is offline  
Old Jun 11, 19, 11:02 am
  #3  
 
Join Date: May 2019
Posts: 10
phone

(877) 227-5511 is the number to call
there are prompts, select the most appropriate option

be patient, wait times can be lengthy depending when you call
lhhill27 is offline  
Old Jun 12, 19, 8:08 am
  #4  
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Join Date: Jun 2019
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I tried another browser and got all the way to final review, but it continued to tell me that there were problems with the passport. After calling 10 times, getting in the queue and on hold for 35 minutes, I finally talked to a live person who said that there is a glitch in the passport section. If you get all the way to "final review", but there are errors with the passport section, you have to go back to the beginning and cancel the application. Most of the previous information is still there, and the passport was accepted immediately. In any case, it's now in pending review status. Still waiting for my renewal approval which was submitted on April 3.

Thanks again for the suggestions and especially the phone number lhhill27. Still waiting for my renewal which was submitted on April 3.
Philly Kate is offline  
Old Jun 12, 19, 8:44 am
  #5  
Moderator: Travel Safety/Security, Travel Tools, California, Los Angeles
 
Join Date: Dec 2009
Location: VNY | BUR | LAX
Programs: AAdvantage | MileagePlus
Posts: 11,779
Originally Posted by Philly Kate View Post
...I finally talked to a live person who said that there is a glitch in the passport section. If you get all the way to "final review", but there are errors with the passport section, you have to go back to the beginning and cancel the application. Most of the previous information is still there, and the passport was accepted immediately.


That is consistent with @Ordiesel's experience as reported in the thread which I linked above:
Originally Posted by Ordiesel View Post
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
TWA884 is offline  

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