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What to do if Global entry doesn't work.

I've had Global entry for the last 2-3 years and have found if really useful getting through the lines at customs/immigration, but last Sunday while coming back from Grand Cayman I went to use it and if wouldn't take my passport? At that point I remembered that I had renewed my passport in Jan. 2019 and I had just assumed that the Global Entry folks would be automatically notified, Not So!

You have to go to the Global Entry website and create a "Traveler's Account" which requires the nine digit number on the upper left hand corner of the back of your Global Entry Card. Once you have the account created on the right hand side of the dashboard there is a place for updating your passport information.

Hopefully this will help someone else avoid having to endure the long customs/immigration line upon returning to America. (Atlanta only had two agents checking people through even though the lines were clear back to the hall ways leading in to the area)

Posted by
21875 posts

Assumptions can lead to trouble. The GE site makes it clear that you are responsible for updating any changes including new passport numbers. Same as with a new credit card.

Posted by
1818 posts

Thanks for the reminder! We’re already traveling, but I need to check the account. Both my passport and my GE had to be renewed this year and I can’t remember which came first. Better to check now.

Posted by
3493 posts

You would think the various parts of the US Government would share this type of information when relevant. But no.

I have already entered reminders in my calendars to update my passport info when I renew later this year not only with GE, but with all the airlines that have it as well.

Posted by
5648 posts

And even if everything’s in order with your records, the Global Entry machines might still malfunction, which has happened 2 of the last 3 times coming back to the USA. First time, I got the printout for the person who’d apparently been at the machine sometime before me, and didn’t get mine. Moved to the head of the regular reentry line.Second time the fingerprint process didn’t go smoothly and I got rejected. Technology’s great when it works, but it’s not perfect.

As for the agents at Atlanta, they haven’t transferred to Denver International Airport. DIA seems to always have more empty desks than occupied ones, even when several international flights are arriving one after another. Sigh.

Posted by
337 posts

Yes, your Global Entry info includes your passport number. So if you get a new passport, you need to update that info on the Global Entry site before you travel. I learned the hard way too!

Posted by
558 posts

@Mark":

"You would think the various parts of the US Government would share this type of information" is probably the funniest thing I've ever read on the RS website!

Thanks for the laugh!! Hahaha!

Posted by
558 posts

Hi Donald,

A question (which you may or may not know the answer to)? I have updated my passport in the trusted traveler website, but do you know if we also have to order a replacement TTP/Global Entry card? I'm not sure if my old passport number is "encoded" in the old GE card?

Thanks,
Gretchen

Posted by
7719 posts

If your Global Entry doesn’t work, you could also simply download the free Mobile Passport app from CBP while waiting in line, fill out the info and go through Mobile Passport line.

I went through Mobile Passport a couple of weeks ago in Atlanta and it worked fine. Maybe a 10-minute wait. I guess that is about the third or fourth time i’ve used it (JFK, BOS, ORD and now ATL).

Posted by
4747 posts

A question (which you may or may not know the answer to)? I have updated my passport in the trusted traveler website, but do you know if we also have to order a replacement TTP/Global Entry card? I'm not sure if my old passport number is "encoded" in the old GE card?

I can answer this question. When I updated my passport info, I did not receive a new GE card. When I renewed GE, I received a new card..

Posted by
115 posts

Frustrated, I can't update my passport online. The website says I have to go to an enrollment center?