Please sign in to post.

Mobil passport error message

Hi,
I kept getting error message saying to double check names and all the information on my passport. I double checked and even scan my passport as well. It doesn’t expire until 2025. Everything matches with the information on my passport. What can be the issue? Has anyone run into the same problem?

Thanks,
Le

Posted by
84 posts

I haven’t had any problems, I love the app...is this the first time you used it?

Posted by
8 posts

It was working fine with my old passport. Once I got the new passport it hasn’t worked since. It has been 3 trips that I couldn’t used it. I’m not sure what happened and what to do except going through a regular line. I sent the app people an email and waiting to hear from them.
Thanks

Posted by
5697 posts

Is this happening at home ? Once my Mobile Passport app didn't work at the arrival airport because I had not updated date and time before I tried to use it -- app timed out when it saw an excessive delay between Paris time used to activate it on arrival in SFO and SFO time only ten real minutes later.

Posted by
8 posts

No, it happened when I arrived at either SFO, MIA, and LAX. I checked and the time has changed back to local time. It kept saying to check names and personnel info...it almost like my passport info doesn’t match with my ticket... But I checked and everything matched.. no idea what is going on.

Posted by
41 posts

You could try uninstalling the app and install a fresh copy, similar to rebooting a computer.

Posted by
8 posts

This is exactly what it says "Unable to process request please check your profile: Are name -including Middle name spelled exactly as in your passport? DOB, passport #, expiration date.... please check and resubmit...if you receive this message again, please proceed to the appropriate passport control queue."

Posted by
31471 posts

You might try turning your phone completely "off", wait about 15 seconds and then turn it back "on" again. That often clears up minor problems.

If you can't find the source of the problem, you could always go back to the old fashioned methods of paper and a pen ;-)

Posted by
5476 posts

Have you deleted the app and reinstalled it yet? Which operating system and phone? Are there initials or prefixes involved? Have you checked the machine readable printing at the bottom of the photo page?

Posted by
8 posts

So here is the latest...I uninstalled and reinstalled the app. My iphone has the latest os. What happened was my old passport ran out of pages even though it doesn’t expire until 2021 so I had to renewed my passport. I got the new passport in August. I scanned and manually entered my new passport information to the app and it kept telling me to double check the information every single time at the arrival airport with local time. So last night I tried at home to enter my old passport information and it worked ( for the old passport) but I can’t use the old passport since I have the new one. To summarize, it works on the old passport thatci still have, the one that they return led with 2 holes punched on the bottom but it doesn’t work on the new passport. What can I do to resolve this?
Thanks

Posted by
8 posts

Actually they are open. They told me to call CBP office and they are closed due to gov. shutdown. I’ll cal them again when they are reopen and see what they suggest. Thanks everyone for your suggestions.

Posted by
996 posts

I was running through all of the possible ideas in my head. If you updated your passport, it should still have the same name - first, middle, last - as your old passport.

I then wondered if the previous trips had been booked using the information/passport number on your previous passport. I don't know why that would be an issue, but it stuck out as a possible thing to consider.

Then I looked at your passport dates. You said that your passport is valid until 2025. If you renewed your passport this year and received it in August, wouldn't it be valid until 2028? I'm wondering if that is somehow a factor here.

I have no real ideas. Just trying to throw out suggestions based on what you said. I hope that you're able to clear it up once the government reopens, and I hope that you'll let us know the end of the story!

Posted by
8 posts

Sorry I meant 2028. Even I tried last night at home in San Jose CA without real ticket and I was able to get the receipt. Anyhow, I’ll wait for the CBP office to open so I can call them.

Thanks,

Posted by
8 posts

I meant I was able to get the receipt with the old passport and not with the new one.

Posted by
996 posts

Good luck with the issue until CBP opens again to answer questions, and please let us know what they say!!! I love using the Mobile Passport app.

Posted by
1 posts

The old mobilepassport app never worked for me and the new free one does not either. The old one never sent and the new one won't allow me to enter a port of entry. It's irrelevant now since Newark and Miami have a lot of machines that do all this quickly.

Posted by
1549 posts

I had a similar issue in 2017 when I received a new passport. Never did get passport app to work for three trips.

Posted by
1 posts

Just saw this thread while looking for info on the same issue. I was finally able to reach customer service at Mobile Passport and this was their response:

From: "FlightCrew@airsidemobile.com" flightcrew@airsidemobile.com
Date: June 21, 2019 at 9:37:45 AM MDT
To: steve Vallenari svallenari@gmail.com
Subject: Re: 4th attempt to contact!! Mobile Passport Request

Hi, Steve-

Thank you for your messages. I apologize for my delay.

We have identified a potential issue regarding the expiration date on old, cancelled passports and the date of issue on recently renewed passports. While we are unable to provide a timeline for resolution, we are working diligently with our partners at U.S. Customs and Border Protection (CBP) and the U.S. State Department to resolve this issue.

Please stay tuned -- follow us on Facebook and Twitter or subscribe to our online newsletter to hear about our latest developments.

Best,
Jean

Jean C.
Customer Care | Mobile Passport App | Airside Mobile, Inc.
www.mobilepassport.us
http://twitter.com/mobpassport http://www.linkedin.com/company/airside-mobile/

Posted by
1 posts

I have been trying to resolve this issue too. I have two daughters and renewed their passports at the same time. Now one works with Mobile Passport, the other one does not.

It was interesting to see the response that svallenari received from Airsidemobile, as I received the same email in March. So unfortunately it doesn't sound like much has changed.


Here's my email, from March 18, 2019:

Hi, Steve-

Thank you for your messages. I apologize for my delay.

We have identified a potential issue regarding the expiration date on old, cancelled passports and the date of issue on recently renewed passports. While we are unable to provide a timeline for resolution, we are working with our partners at U.S. Customs and Border Protection (CBP) and the U.S. State Department to try to resolve this issue.

Please stay tuned -- follow us on social media or subscribe to our online newsletter to hear about our latest developments.

Best,
Jean

Jean C.
Customer Care | Mobile Passport