What Happened to the Trusted Traveler Ombudsman’s Mailing Address?

If you have either been denied or had your status revoked from the Trusted Traveler program, you would have the option of requesting reconsideration from the CBP Ombudsman’s office.  I have noticed recently that the Ombudsman’s office seems to have actually shut down its physical mailing address.  Why is that?

In the past, denial or revocation letters typically had the following language:

If necessary, you may also write to the CBP Trusted Traveler Ombudsman at:
U.S. Customs and Border Protection
PO Box 946
Williston, VT 05495
Attention: CBP Ombudsman

Most people do not even receive these letters now (that is another topic).  As you can see from the photo attached to this article, this is clearly no longer a working address.  How should the public contact the Ombudsman’s office then?  CBP has a Global Entry FAQ.  I see no mentions on this page of how to contact the Ombudsman’s office.   The only way I currently know is to use the email address.  I am happy to provide that address:  CBPVC@cbp.dhs.gov

It bears keeping in mind that the Trusted Traveler Program is a two way benefit.  Yes, Trusted Traveler members get through the lines quicker.  But, CBP also benefits from this program.  Apart from the revenue, CBP can use fewer personnel to process the throngs of travelers entering airports every day. 

CBP should spend a bit more effort with customer service with the Trusted Traveler program.  CBP has to tell people how to contact the Ombudsman’s office.  I have no problem with either a web-based or email inquiry system.  But, an email does go through (they at times bounce back), I do not get any confirmation from CBP as to receipt of that email.  CBP should have an automated reply system indicating it has received an inquiry and assigning an inquiry or case # to that inquiry.  Otherwise, how would a Trusted Traveler member know if the Ombudsman has received his or her inquiry?  This is a basic customer service issue.  Given that CBP also benefits from this program, it should improve its communication channels.  



110 Comments

  • I’m 2012 I was moving and, unbeknownst to me, 2 mangoes (fruit) slipped under a blanket in the rear of my suv. I did not declare them because I didn’t know they were there. I was told to appeal to the ombudsman but four months later they answered my letter with a form letter brush off. The only thing the CBP Ofc could tell me is that they didn’t “think” that there was an appeals process.
    Is there presently an appeals process and what do you think that my chances are of getting my sentry back? Thank you for your response!

  • Mike

    The address and NOW the email acct is dead too. Any ideas how to get in touch with anyone at CPC Ombudsman? I have never rec’d my APEC card even though they took the money, approved it and my Global Entry also has been re-approved too! At recent port entry they said “all looks ok” and they were the ones that gave me the address and email to write in to

  • Manny

    Revoked global entry privileges because what a family member did. Looking for suggestions to start the letter. How do I start that appeal letter when I didn’t do anything or even know what happened?

  • Leighton Cavendish

    Everything is being done via email and attachments now.
    You listed the correct email.
    There are MILLIONS of GE members…hundreds of thousands of applicants…ONE vetting center.
    Remember …GE is a privilege…NOT a right.

    • To the contrary, nothing is being done via email or attachments. Everything is being done on the Trusted Traveler profile. Of course it is a privilege. I never said otherwise.

    • Gerald

      I had my sentri revoked for a personal problem reason (no serious offence) with the agent and later revoked becouse I forgot my card on the way to the hospital with my wife, so is a California drivers license a privilege’s but if you just lost it or somehow forgot it, waiting for a replacement they don’t suspend your license for 10 years, that’s bank robbery or manslaughter stuff, that a power play, lived in Mexico as an American for 44 years, no criminal record whatsoever, no smuggling, no contraband, nor unauthorized persons, nor vehicle not even a parking ticket, I know the political bullshit in the U.S., a lot of those agent cant even get a sentri for there criminal history

    • Jack Lebowitz

      We have this concept called “rule of law” which means this Global Entry program is a right if you meet the prescribed conditions. It’s not a “privilege”, any more than a drivers license is if you pass the tests and meet all other qualifications. CPB officials are not dictators who can grant or deny this privilege on a whim.

      • Shannon I

        I was approved and had Global Entry to 5 years prior, upon renewal they denied my renewal for someone using my name as an alias 22 years ago..My question here is why was I approved 5 years ago and now denied, nothing has changed that same incident from 22 years ago still exist….I travel out the country every month and GE is instrumental to me clearing customs swiftly…What can I do in this case ?

        • CBP has denied or revoked Global Entry or SENTRI applicants in the past under a ‘close association is an indication of risk’ basis. How to correct that is anyone’s guess.

  • Monique Robledo

    My husband is a LEO and was rejected for Sentri and we have no idea why. Myself and my son were both approved.

  • TITO

    In March 2017 they canceled my sentri, I sent a letter to U.S Customs and Border Protection, in September 2017 they responded but they do not give me a reason why it was canceled.

  • Anil Sunkara

    The only reason given is that
    You do not meet program eligibility requirements.

    My status is the same for past 6 months that i have a renewal. Suddenly I received this letter.

  • Ernest

    In 2017 I was denied due to the fact that I didn’t list an arrest that I had forgotten about in 1985. I had cashed a few personal checks from a small business employer at a liquor store. Unbeknownst to me, some of those checks bounced. I didn’t know that until I was riding with a friend that was stopped for speeding, and I was arrested due to a warrant for the bounced checks.
    Also, on the denial letter it said “larceny/convicted felony, sentenced to confinement. That isn’t correct. I had to pay restitution and court costs, but that’s all. No confinement.
    How do I reapply and explain what happened?

    • Hello Ernest. You would benefit from obtaining court records and a good explanation of the events. If you would like assistance with a reinstatement request, please contact me.

  • Halima

    Please I need a help to write a appeal, I was denied last week for something happened 20 years ago , the officer told I can appeal and send papers . My don 10 years old was approved

  • jorge

    I had my sentri card revoked 3 years ago for not declaring less than a quarter pound of ham,the agricultural report states I was not smuggling it.I did not know that was illegal.my mistake,Iemailed them right awat to have my case reconsidered and all I got was a letter tha I did not meet the requirements for trusted traveler anymore.Is there anything else Icould do?an appeal?Isubmittede another sentri card app recently.Ialso forgot to say that the time Igot it taken away,Ipaid the hefty $500 dollar fine in the spot

  • andrew mulholland

    My GE was revoked for no apparent reason. I filed for a FOI, which I received in about 2 weeks. It stated that I was not entitled to the reason, as it was one of the listed exemptions.

    I haven’t done anything wrong and I’m not sure if my FOI document that provides no information is enough for an appeal.

  • RAZMT

    I first got my Global Entry in 2015 – Renewed last year without any trouble, Traveled last month and last week received a letter that my GE is revoked, “Not Meeting Eligibility Requirements”
    Nothing change in my status and I have very clean record. If I was eligible in last 7 years how come I am not eligible now without any reason etc

    • CBP does not seem to be giving out reasons for revocations now. That is very frustrating. Feel free to call me and I might be able to issue spot with you.

  • Rami

    Hi
    My story happened 4/11/2021 at 5pm on the san ysidro border ,
    I’m a driver who pick up people from and to San Diego airport! On 4/10/2021 I received a pick up request from a hotel in Tijuana to San Diego airport and the customer told me they are 2 passengers and the both have sentri card they negotiate the price he told me they will call back if they need the service, However, they did call me on 4/11/2021 at 3:00pm asking me if I can pick they up at 5:00pm so I asked them to text me the hotel location and there full name so I can have a reservation record in my calendar, I did arrive and pick them up in the way to San Diego I asked them 2 time to make sure they do have the sentri card with them and they do confirmed and both of them they act like they are on important phone call , after I arrived to the sentri lane I asked them to give me the card to i can scan them before we get to the officer they both start looking for the card but it was all acting so they can buy time till we get to the officer ! The officer find out they both have no visa and they both carry Jamaican passport and they claiming they are gay and asking for asylum! They send us to the secondary and officer came i explain for him exactly what happened and I was a victim of 2 passengers they lay and use this game to get to the border and I show them all the approval i have from ( phone call , time , date , WhatsApp text ) and both passengers they confirm that all the information I say was true and they did that to have asylum at the border ! The officer took both of them to custody and they keep me in the car for 3 hours! I explain that I was a victim and my record for 23 years is clean and my sentri record is clean and I never have any issues or even a ticket in my life ! The officer said to me he believed me and they did check that but I he still took my sentri card and refused to give it back to me and ask me to contact the sentri office if I need the card .
    Please advice me

  • Victor

    My card was suddenly revoked with “You do not meet program eligibility requirements” reason. I am trying to write a reconsideration request but I have no details and the website is not allowing to do so and an webpage error. What should I do?.

    • I cannot help you with technical issues relating to the website. You could try a different browser or contacting the Trusted Traveler program for support.

  • Desi

    I got denied for not meeting eligibility requirements. Thats s vague how do I appeal? The email address cbp.cbpvc@dhs.gov replied to me that I needed to ise dashboard on ttp site to ask for reconsideration but I didnt even know where to ask once there. Im trying to avoid paying another $100. I have no criminal history so im thinking I had blank fields I miissed. Please help

    • Unfortunately, the program leaves it up to the applicant to figure out why she has been denied or revoked. Arrests, customs violations, or a close association with someone who is a security risk are common grounds for denial.

  • Mike Wakefield

    I was denied entry because as a consultant in canada I was going to a property to watch usa workers repair a flooring issue so that I could write the specification and approve them for further work. I was not and never intended to work in the usa but the border officer read my letter (used to show reason to cross the closed border into usa) and said otherwise.

  • Peter T

    I had my Nexus revoked in 2019 without a specific reason, just a list of possible violations. The only thing I could think of is that I didn’t update when I got a new passport. Still, you would think that once you updated it in their system I would still be eligible. Very frustrating.

    • You could consider applying for a CBP FOIA for your records. Perhaps that may give some information. CBP FOIA has been very spotty on providing information to applicants in these situations, however.

  • Arcelia G

    I was denied Global Entry membership because of a conviction on my record almost a decade ago (9 years and 6 months). I did appeal the decision through the reconsideration request process on my profile dashboard and included supporting documentation to help my case. I am being hopeful, but also assuming it will take a while before I hear anything back regarding my appeal. Any advice while I wait?

  • Alejandro

    My membership was revoked, the reason i person who i used to work with was arrested for possession of drugs, although we are not related its just a ex coworker

  • I had a person ask how they might go about reinstating their Global Entry after CBP seized some non-THC cannabinoid infused gummies. Although the gummies were hemp derived, the person did not have evidence of the less than 0.3% THC content. Is there any chance the revocation of Global Entry can be overturned?

    Thanks

  • Elena

    I want to find out how to appeal a cancellation of application for “NO SHOW”. I changed my appointment from Los Angeles to Austin while visiting in Austin because there was an available appointment the next day. Two hours before my appointment I realized I did not have my passport with me and rescheduled for another appointment in Los Angeles. I was not a “NO SHOW”, I did what the TTP website instructed me to do which was change and not cancel my appointment. Do you know the email or phone number to contact the TTP. Thank you in advance for your help.

  • Luis Hernandez

    Log story short, CBP tried to fine me for 3 undeclared tomatoes at the port of entry. At the time of the incident, I did not waived my rights of having a hearing before their board and 4 months later, the Department Agriculture send me a letter staying “Official Warning Notice of Alleged Violation”. I recently apply for Global Entry for employment purposes; however, I got denied. I received the following statement: A review of your membership by the CBP Ombudsman has been completed. Based on the information you provided, it has been determined that no change is warranted at this time. I just would like to know for how long I will be barred/denied from applying?? how long should I wait? it’s been a year already since the Alleged Violation. Thanks !

    • Unfortunately, customs or agricultural violations seem to stay on a person’s record forever. CBP generally likes to see the passage of time with no further negative incidents before reinstating an applicant. How long a wait is anyone’s guess. One year is apparently not enough time.

  • Ernest

    My Global Entry Membership was revoked one month before it expired, my renewal was denied and my Request for Reapplication was not approved. I have been a victim of misidentification since 2008. Short story, guy has the same name and birthdate as I but has a criminal record. I had to deal with this when first attaining my GOES membership. Obviously they don’t keep records. After my Request for Reapplication was not approved after explaining this in a letter I’ve spend over $100 to get fingerprints cards to mailed to the various gov agencies to acquire documentation to clear my name. I now have a VAF letter and a UPIN # (Unique Personal Identification Number). Once you have submitted your one and only Request for Reapplication on the GOES website your account is locked. I tried to send the new information that cleared my name to cbp.cbpvc@dhs.gov only to get it bounced back with a comment that stated “Your message wasn’t delivered because the recipient’s email provider rejected it.” How’s that for customer service? Nothing worse than being accused of being a criminal by the the gov for something you didn’t do but paying the price for doing it. I though one was innocent until proven guilty not the other way around. So John M. Manley…what’s the financial burden to me for you to get the overturned / straightened out? There is absolutely no gov agency address to send my documentation to get this corrected.
    Signed, Wrongfully accused Ernie

    • You might consider DHS Trip Redress for this. Research it independently and then feel free to contact me directly. DHS has changed their system now and it is even less customer friendly.

  • The Dude

    I applied for renewal of Global Entry last summer (2019), and I disclosed an arrest that occurred in 2019. Long story short, my ex-wife had me arrested for alleged domestic battery. In connection with that arrest, my ex-wife prepared a sworn affidavit telling the court that she did not actually want me arrested, that she would not press charges, and that she would not testify. The charges were dismissed, and I had my arrest record expunged.

    Although I was approved for renewed Global Entry, I just discovered that my TSA pre-check and Global Entry had been revoked in November 2021 because of the arrest. I had never received a notification about the revocation.

    The revocation notice asked for documentation, and I submitted my ex-wife’s affidavit, the dismissal of charges, and the court’s expungement order as part of the “Ombudsman’s Appeal”.. How long do these types of appeals seem to be taking? Thanks!

    • I do not know what their processing times are.

      • The Dude

        Just an update. I filed my appeal to the Ombudsman in April 2022. My appeal is still listed as “Pending Review” when I log in to CBP’s Global Entry application site.

        I reached out to one of my federal Senators for assistance. CBP told the staffer who is trying to help me that “it takes a while” and “CBP has exclusive jurisdiction over this” and to “call back in 120 days if you haven’t heard anything.” Unbelievable.

  • Raj

    I had my global entry revoked on Dec 29 and the only explanation was: “Member no longer meets the strict standards of the Global Entry program”. My wife and daughter received the same message. I believe it is due to an orange from a US airport lounge that was accidentally left in my backup in a return trip to the US in November. All 3 of appealed to the ombudsman on Jan 23 and I filed a FOIA request to get more clarity on the reason this happened.

    Today each of us got a letter back from the ombudsman. My wife and daughter had their global entry status reinstated but my letter said : “Based on the information you provided, it has been determined that no change is warranted at this time.” The letter also stated : “If you do not know why you were denied, then you will need to submit a request for personal records to the CBP/Freedom of Information Act (FOIA) Division, in accordance with federal privacy laws.” Which is a joke because I have been waiting 4 months for a response to my initial FOIA request.

    What options do I have to get more info? FOIA is supposed to respond within 20 days and it has been much longer than that. Is there any other way to contact the ombudsman? And what does “no change is warranted at this time” mean? Will it be overturned at some point in the future? I understand CBP wants to see travel with no future incidents before reinstating, I have had 2 such trips since the orange incident. Why won’t CBP or the ombudsman provide more info? And do I have a valid case on the delay from FOIA given they are required by law to respond within 20 days and haven’t?

    Also I have lost my TSA as well which is more important to me than global entry given most of my travel is domestic. If I reapply for TSA independently of Global Entry, will that go through faster given a customs violation shouldn’t impact TSA?

    Appreciate any guidance you can provide.

    • Unfortunately, customs or agricultural violations seem to stay on a person’s record forever. CBP generally likes to see the passage of time with no further negative incidents before reinstating an applicant. How long a wait is anyone’s guess.

    • Laura

      How did you get in contact with the ombudsman? I just had my mailing to them returned to sender.

      • My understanding of the reconsideration/reinstatement process is that it is a one-time correspondence. You file all such requests on your Trusted Traveler profile.

  • FAUSTO J GONZALEZ

    My Sentri pass was revoked 5 years ago at Chicago International Airport for allegedly not claiming a half-eaten orange and apple i forgot I had in one of my bags. I have written letters and new Sentri application as well as reconsideration but have yet to receive a concrete answer as to the punishment and wait time CBP 591 violation carries. I have never been convicted of any CBP violations. Any positive feedback will be appreciated.

  • Blandel Witter

    My wife and I applied for global entry. After the interview, there was a delay, I contacted CBP and they asked if I ever had mailing issues with packages, I told them no. They approved my request after the call, but my wife was still pending. I received a message from them a few weeks ago that my access had been revoked. The only reason listed was, Unable to satisfy CBP of low-risk traveler status eligible for expedited processing at ports of entry. I contacted the USPS to find out what was going on regarding mailing packages to my house. They told me there was nothing in their system and if there was a problem I would have been contacted by the postmaster general. I am not sure what to do. CBP is not telling me what the problem is, and the USPS tells me there is nothing in their system. My wife and I have never been arrested or charged for any offenses. We have worked hard and abided by the law, and for unknown reasons, our reputation is being tarnished with no explanation. I am wondering what I can do to clear this mess up. If I appeal their decision, they most likely will reject it since I have no documents to submit because I have never done anything wrong. I realize Global Entry is a privilege, and I am not entitled to the program; if my wife and I are going to be denied it should be for a valid reason. Can you provide your feedback on what you think I should do?

  • Hi, my sentri was revoked in February 24. I request a consideration request but it was denied. I don’t know the reason and my hole family has sentri except me! I can apply again but I don’t know if they approve it again! I don’t know what to do!

    • CBP is a law enforcement organization that has gotten into the travel perks business. The problem is that CBP knows nothing about basic customer service. CBP has regularly denied or revoked applications. CBP apparently expects applicants to figure out the reasons for the denial on their own. The best way is to issue spot the problem yourself. CBP generally denies requests due to criminal, customs, immigration violations, or close association to people who are a security risk. You can try to file a Freedom of Information Act (“FOIA”), but my experience is that FOIA yields little useful information.

  • EP

    I have had GE for 10 years. I completed my 3rd application, conducted a virtual interview, and was denied for “false, incorrect or incomplete” information.

    The only thing I can think is that the officer asked if I had been to any countries other than those listed on the application. I said “no”. Now that I consider it, it is possible I did not list countries that I had an airport stopover in on my way home, for instance, I was in India and had a direct flight home but due to complications got rerouted to a stopover in Tokyo, Japan and came in the the US on a flight from Japan. I can no longer access my application to see if I listed Japan or not.

    1) Do stopover countries need to be listed? If this was the issue, the officer did not bring it up during the interview.

    2) I would write a letter Based on 8 CFR § 235.12 (l) “Enrollment center. The applicant/participant may contest his or her denial, suspension or removal by writing to the enrollment center where that individual’s interview was conducted.” to find out what was the reason for the denial. I do not know which address to write a letter to as the interview was virtual. Where can I find the correct address?

    • My understanding of the reconsideration/reinstatement process is that it is a one-time correspondence. You file all such requests on your Trusted Traveler profile.

  • Global Entry Applicant

    My Global Entry application was denied. No specific reason provided besides “Other At this time, you do not meet the strict standard of this program.” I have 2 options through ttp site, reconsideration or reapply…which one is better?

  • kimberly

    I applied for the TTP program back in 2018 and was denied .Re applied on July 2021 for me and my son .It scheduled an interview for my son since his has been approve while mine is still pending.On his appointment two officer came out and let me know if they brought my son back for the interview it would only be to deny him since mine would most likely be denied.I asked the reason why they said they are associating me with gun trafficking,people trafficking ,or money laundering.I let them know I am in no way associated with any of these .My parent and sisters all have sentri .Is there anything I can do to get it approved ?

  • Jorge Monraz

    I had sentri for over 7 years and it was revoked a day ago because a person that I used to crossed with was caught with a person hiding on the trunk, they released this person without any charges but they took away his sentri. After 2 weeks I got an email that my sentri was revoked but no specific reason was mentioned, I am certain it is because of this situation. Is there any possibility I can get my sentri back? If so how can I appeal this?

    • CBP has denied or revoked SENTRI applicants in the past under a ‘close association is an indication of risk’ basis. How to correct that is anyone’s guess.

  • Mimz M

    I am a US citizen who applied for global entry back in Feb 2022. I was denied in June 2022 stating that I am inadmissible to the United States under applicable immigration laws. They did not give me an explanation of what I did for them to deny me. I do not have any criminal record or any violation of any law. I have filed a reconsideration with the a CBP Ombudsman which am sure I will not get an answer any time soon. As a matter of fact, I had travelled internationally and came back in the US with no issues a few days before my global entry denial. So my question is, will I be admissible using the regular custom line?.

  • Jack Lebowitz

    I was rejected twice because of “criminal record” – a New York State misdemeanor marijuana conviction THAT WAS AUTOMATICALLY EXPUNGED (along with millions of similar convictions) on March 31, 2021 when New York State legalized marijuana. This was the only reason (provided and known to me).

    The ombudsman rejected my appeal and reason for RE-consideration. I don’t get it. New York’s legal changes are extremely well known and widely disseminated. I can’t believe someone working in that office doesn’t know NYS legalized marijuana and expunged most lesser convictions automatically. It’s easily verifiable online. I provided the legal citation references to the conviction law and the expungement law in my allowed 250 character statement box.

    This is harassment and arbitrary and capricious decision making. Do I have any recourse? If I apply again hoping the records have caught up with the expungement law finally will they just reject again because “already rejected”? There’s no mail appeal anymore? What about having my congresswoman (Elise Stefanik, NY-21) try to intercede on my behalf as a constituent service.

    Does CPB basically have immunity from any kind of liability or responsibility for clearly disprovable factual errors like expunged criminal record? Or is it basically, we’re cops, tough luck, privilege not right, you can still travel, etc etc?

    Can I do anything else publicity wise that will either get approval or at the very least highlight this problem and make someone else’s life appropriately more difficult?

    I did get some advice from the office director of the NYS Criminal Justice database when I filled out a consumer survey about a criminal records request (done before physical expungement is complete).

    Or maybe just apply AGAIN after 3/31/23, the date by which all physical records of most old marijuana convictions were to be complete?

    • Global Entry is a perk. it’s not a right. CBP is not forbidding anyone from traveling in solely for a GE denial. CBP generally likes to see the passage of time with no further negative incidents before approving or reinstating an applicant. How long a wait is anyone’s guess.

  • shay

    My application was denied for “You do not meet program eligibility requirements.”
    I’m doing an appeal without knowing what is the reason. Do I just ask them in the letter why or do I just provide general information? I’m kinda lost honestly.
    The only change I had overall was that I became a US citizen about a year and I had last name changed legally with 3 other family members as well.
    I have no criminal record or whatsoever just speeding tickets that I took to court and had all points removed.
    my brother had a ticket for reckless driving and he took that to court as well and had everything resolved so no points or anything on both of our records for as far as I know.
    is there anything you recommend for me to do or attach? the tickets? or petition of Name Change and citizenship for all of my family?

    • My understanding of the reconsideration/reinstatement process is that it is a one-time correspondence. In that correspondence, you make your best arguments for reinstatement, rather than asking why you were denied. CBP leaves it up to the applicant to determine what the issue is. You file all such requests on your Trusted Traveler profile.

  • Brent Daniels

    If my Global Entry was revoked due to a customs incident (did not declare an item that was charged duty on; no fines or other reprimands), what are the chances of a successful appeal? If an appeal would not be successful, how many years do you think would need to pass before it being worth to reapply? Trying to see if it’s something that would be seen as a minor blemish on the record and render one eligible for Global Entry again in a few years, or one would need to wait the full 10 as per the “unofficial rule” mentioned elsewhere.

    • Unfortunately, customs or agricultural violations seem to stay on a person’s record forever. CBP generally likes to see the passage of time with no further negative incidents before reinstating an applicant. How long a wait is anyone’s guess.

  • Nicolas Pizarro

    Under the new web page for the Sentri is asking me the PassID. I use to had the Sentri back in 2011. I want to reapply for the program, but I don’t have the PassID. Is the old page linked to the new page? or how I recover my old PassID? Thanks

    • Contact customer service for this question, please. I am not involved in the application process as I am typically contacted when someone wants to request reconsideration.

  • Frank

    My Global Entry was revoked due to a customs issue – I did not declare everything that was charged duty on – paid the tax and a fine. Is it worth reapplying to Global Entry or should I apply for TSA as I fly weekly domestically?

    • Unfortunately, customs or agricultural violations seem to stay on a person’s record forever. CBP generally likes to see the passage of time with no further negative incidents before reinstating an applicant. How long a wait is anyone’s guess.

  • James

    Hi,

    Is there any other way to contact the Ombudsperson at the Trusted Traveler Program (TTP) other than through the website. There seems to be an ongoing technical issue to upload a reconsideration request.
    Google browser is not working for me. Is there a better browser to use on these government websites.

    There is no technical issue to login to the account using Google chrome.

    If there is an alternative email or a mailing address for the Ombudsperson, I’d appreciate it if someone shared it. I know this has been discussed in the past, but I’m wondering if there has been an update.

  • Esteban Rios

    my sis-in-la just got her sentri card revoked in an interview for renovation. She doesn’t speak english, and the officer at the interview didn’t spean any spanis,h so communication was troublesome. She was not given any reason at all for this. She was given a name and was asked if she knew who that person was. She answered yes but also mentioned that she did not know her personally at all, which in deed she does not She has not seen this person at all in more than 25 years. It so happens that such person was caught, at the border crossing with some drugs and was sentenced to 7 years in prison. This definitely falls under the “close association an indication of high risk”. The cherry on the pie was that the officer told her that all her extended family that has a sentri card will be revoked as well.

    Is there a proven appeal letter or template to gain his sentri card back.\?

    • CBP has denied or revoked Global Entry or SENTRI applicants in the past under a ‘close association is an indication of risk’ basis. How to correct that is anyone’s guess.

  • Leena

    Hi there, I missed an attachment of my denial letter to my reconsideration request and I can’t amend the application, is there any way to contact the Ombudsman to add it?

  • Victoria

    Hello, on the off chance you might be able to offer some information… Recently, my Global Entry was revoked. I suspect it is because I just recently learned that some person from another State is using my name as an Alias. I learned this information recently when a background check at a new job was conducted. Sadly, this person does have a criminal record. I was gong to file a police report against this person, and get an officers affidavit attesting that another person illegally used my name. Do you think that will be the information that I can submit that will clear my name? Thanks for any information.

  • Sandra

    Hi, my Nexus recently got revoked and the only reason I can think of was when my ex husband filed a restraining order against me after he went to jail for domestic violence. He wanted to get back at me and court did not find his case credible and dropped his motion. I logged on my Trusted Travelers profile and I’m not seeing the option to request for reconsideration even though the letter I received said I could. Is there another way I can submit my reconsideration?

    • My understanding of the reconsideration/reinstatement process is that it is a one-time correspondence. If you have applied for reconsideration already, you cannot submit another request. If you never contacted them, consider contacting customer support and perhaps they can reset the request reconsideration option. You could also consider re-applying.

  • ali

    My wife filed a restraining order against me. However, I didn’t attend the court hearing, and as a result, my case was dismissed. I have obtained a certificate from the court confirming the dismissal.

    I received an email informing me that my global entry has been revoked. I am unsure of what steps to take as I cannot find any options for consideration.

    Please assist me in resolving this matter

  • ALFONSO

    My Sentri was revoked around 6 years ago. It was taken because i forgot my sentri while crossing, they told me to make an appointment with a supervisor, which i did. The supervisor was nice and after talking to him, he gave me my Sentri back, I few years later i unfortunately forgot it again and the Sentri was taking from me again. I again made an appointment with the supervisor but this time he said that he could not help me get it back, he said that Washington makes those decisiones now, he also showed me a list with 5 dates from the last 10 years of when I forgot my Sentri or forgot one of my kids Sentri. He recommended me using the reconsideration option, which I did, but was denied. I’ve reapplied again and have paid again (twice) but now I’ve been stuck in “Application in Progress” for about 2 years.

    My wife and 4 kids have Sentri except me. I live in Mexico and have to cross the border for work.Is there anything more I can do to get it back? I have no criminal record or anything.

    • This is a good question. CBP seems to take a very tough stance against SENTRI members who have made this mistake. How to correct that is anyone’s guess.

  • Socorro

    My father’s sentri expired during Covid since he did not move around during all this time. He later found out it was expired so he had to submit all the paperwork all over again. He was denied and it appears it was because his home address is linked to someone who used his home address. So it looks like everyone in that household will eventually have their privaleges revoked because of someone who unknown to us used this address. What needs to be done to clean the status of the home address

    • CBP has denied or revoked Global Entry or SENTRI applicants in the past under a ‘close association is an indication of risk’ basis. This has happen with addresses shared by multiple family members. How to correct that is anyone’s guess.

  • Simona

    I received a denial from Global Entry today, and all that it says is “Cannot satisfy CBP of their low-risk status or meet other program requirements.” I was born in Burgas, Bulgaria. I’m a naturalized citizen since 2012, I have a passport, have never been in trouble with the law, and have a respected career. They didn’t provide me with any information. I’d appreciate any suggestions you may have!

    • CBP is a law enforcement organization that has gotten into the travel perks business. The problem is that CBP knows nothing about basic customer service. CBP has regularly denied or revoked applications without offering an explanation. CBP apparently expects applicants to figure out the reasons for the denial on their own. The best way is to issue spot the problem yourself. CBP generally denies requests due to criminal, customs, immigration violations, or close association to someone who is a security risk. You can try to file a Freedom of Information Act (“FOIA”). FOIA at times yields little useful information.

  • Jaime Reyes

    Hello,

    I tried to purchase a gun last month at a store but got denied, 2 days later I crossed the border and I was sent to secondary inspection where I was told that because the denial of the firearm possession was in my record they would have to retain my Sentri until I cleared that denial away, a few days later I got an email stating that my Sentri was revoked. I went through all the hassle of having to appeal to the FBI the denial and they finally corrected their decision and I was approved to posses a firearm. Now that my record is clear I am trying to ask for a reconsideration to get my Sentri back as I feel that I did nothing wrong, however I am not able to find any option on my dashboard to request a reconsideration.

    Any idea or suggestion?

  • Jay

    ‘close association is an indication of risk’ basis…this is extremely harsh reason to deny. I worked for an employer who did some illegal drug buying and selling. No one in the compa

  • Jay

    ‘close association is an indication of risk’ basis…this is extremely harsh reason to deny. I worked for an employer who did some illegal drug buying and selling. No one in the company knew of this illegal business. one day the FBI and the DEA walks in. all the employees associated with that employer had their Global Entry revoked. this is extremely disappointing as innocent employees are getting punished because of close association. not sure how to navigate this Waters

  • Mary

    Hello , Thank you for helping out. Can I appeal this decision: I’m not sure what does this mean.

    ” We regret to inform you that your membership in Global Entry has been disapproved for the following reason(s):

    Other
    You do not meet program eligibility requirements due to prior Immigration violation(s).

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