Frequently Asked Questions about GOES

The following is a list of our most frequently asked online questions. Click on a subject heading below to view questions and answers relating to your selection. Should you not find the answer to your question listed below, then please send your question to GOES Support.

Registration Questions

Is it mandatory to supply an email address during registration?

No. However you will not receive any email notifications from GOES.

I am a current member of a CBP trusted traveler program. Do I need to register?

No. However, if you need to make changes to your program membership, renew your membership, report a lost/stolen card or report a change of address then you will need to register and submit those requests using the GOES website. When you register in GOES, you will need to provide your membership number/PASS ID as it appears on your traveler card.

I do not know my membership number. How do I obtain it?

If you are a current member and you have a membership card, your Membership Number/PASSID can be found on the back of your card. If you are not yet a member but have submitted an application, your Membership Number/PASSID can be found on the letter you received regarding your application.

When I register it says name, card or birthplace mismatch.

Ensure that you type in the name, date of birth, and place of birth that you provided on your application. Enter your Membership Number/PASSID as it appears on your correspondence from CBP or traveler card. The information you enter will be verified against the information that you provided on your application. The spelling must match exactly. You can make corrections to your name and birth information after you have registered.

If you continue to have mismatch problems, please contact GOES Support or the Enrollment Center where you were interviewed and request for the information that you provided with your application.

I have registered and obtained my user Id - now what?

After you have registered and received your GOES User ID, login to the GOES website with it. If this is the first time you are applying, you will be provided with an option to "Enroll in a New Program". Select the program that you wish to enroll in and complete the on-line application.

Sign in Questions

I forgot my password, what do I do?

Go to https://goes-app.cbp.dhs.gov/ and click "Recover Password". You will need to enter your GOES User ID or Membership Number/PASSID. If you previously provided your e-mail address in GOES, you will be asked if you want your login information sent to that e-mail address. If you don't have an e-mail address in GOES or you choose not to have the login information sent, you will be asked to answer one of your security questions. You will have three attempts to answer a security question correctly.

I forgot my GOES User ID. How do I find out what it is?

Go to https://goes-app.cbp.dhs.gov/ and click "Recover User ID". You will need to enter your user profile information or Membership Number/PASSID. If you previously provided your e-mail address in GOES, you will be asked if you want your login information sent to that e-mail address. If you don't have an e-mail address in GOES or you choose not to have the login information sent, you will be asked to answer one of your security questions. You will have three attempts to answer a security question correctly.

What if my account has been suspended?

If your account is suspended, contact us to reactivate your account. Provide the following information:

GOES User ID
Full name
Date of birth
City, state, and country of birth
Membership Number / PASSID (if assigned)

Can I change my password once it’s been created?

Yes. Once you create your password, you can change it at any time. To change your password login the GOES website and select the "Change Password" link on the left-hand navigation bar.

Application Filing Questions

How do I create an application for a CBP trusted traveler program?

Note: Using multiple GOES accounts to submit more than one application for the same person may result in the possible delay or denial of both applications.

How do I add a family member to my application?

For each family member that you wish to add, you must create a GOES User ID and fill out a separate application. For family members that are under the age of 18, you will need to provide a legal guardian who must be 18 years old or older. When you call the Enrollment Center to schedule the interview, arrangements can be made to interview the entire family at the same time.

What is an enhanced driver’s license (EDL)?

An enhanced driver’s license (EDL) is a driver’s license that has been enhanced to denote both identity and citizenship. An EDL will include a flag icon identifying the license-holder’s citizenship.

I have completed my application. How do I submit it for CBP review.

After completing your application, make sure all the information supplied is correct. To submit the application for CBP review, click on the certify button. Once payment has been collected, the application will be submitted for CBP review. You will not be able to make any changes to the application once payment has been collected.

I have submitted my application for review. How do I correct a mistake?

You will not be able to make any changes while your application is being processed. If you need to make a correction, you can do it at the time of the interview.

I have submitted my application for review. Did CBP receive my application?

You can check the status of your application from your GOES home page, which is displayed after you login. If your application status is "Pending Review" then your application has been received and has not yet been processed. After the application has been reviewed, the status will be updated to either "Conditionally Approved" or "Denied" and a letter will be posted in your GOES account with additional information.

I applied to the Trusted Traveler Program via a paper application. Can I still create a GOES account even if I didn’t apply through GOES and schedule my interview appointment and update information?

Yes. Go to the GOES website at https://goes-app.cbp.dhs.gov/ click on "Register", and enter your 9-digit unique PASSID when prompted. If your application has been conditionally approved, you may schedule your interview appointment. Or if your application has been approved, you may update some information such as address and passport/lawful permanent resident card information.

General Trusted Traveler Program Member Questions

I need to replace a lost or stolen card.

You may request a replacement for a lost or stolen card. Login to GOES and click on "Manage Membership". You will see an option to replace your card. The card replacement request may require an interview appointment at an enrollment center.

How do I notify the System of a change of address?

Login to your GOES account and click on the "Update Mail-To Address" link. Enter your new mailing address and submit the request. The address change will be applied to your GOES account immediately.

My program status is "Document Expired". What should I do?

One or more of your travel documents that we have on file has expired. Your membership requires that you keep your document information up to date. Please review the document expiration dates listed in your account to determine the document that has expired.

Passport and/or Permanent Resident expiration dates can be updated using your GOES account. For all other documents, you will need to contact the Enrollment Center and present a current travel document.

Note: If you are in the process of renewing your membership, then the updated documents can be presented during the interview.

I do not see the option I need such as replace card or renew membership.

We need your Membership Number/PASSID in order to display your membership information. Log in to your GOES account and click on the "Change Profile" link on the left side to provide your membership number. Once your Membership Number/PASSID has been assigned to your account, you may see the options available to you by clicking on the program membership link.

When will my membership expire and how soon can I renew my membership?

The expiration date for your program membership is displayed on your GOES home page after you login to GOES. You may renew your membership one year prior to your membership expiration date or anytime after your membership has expired.

Can I add/change my citizenship through my GOES account?

No, you must go into a trusted traveler enrollment center if you need to change your citizenship or add a citizenship in the case of dual citizens.

Can I update my passport/lawful permanent resident card information in GOES?

Yes, you can update any passport or U.S. lawful permanent resident card that is in GOES. If the document information is not already in GOES, you must go to a trusted traveler enrollment center to add that information.

I’m a current NEXUS/SENTRI member; how do I use Global Entry?

You must login to your GOES account at https://goes-app.cbp.dhs.gov/. If you are a U.S. citizen/lawful permanent resident and CBP has your ten fingerprints and passport information on file, you will automatically be given Global Entry benefits. If you do not have passport information or ten fingerprint information on file, you will be required to schedule an appointment at a trusted traveler enrollment center in order for CBP to capture this information.

SENTRI Member Questions

When filing an application, should I enter vehicle information for each family member?

(For SENTRI applicants only)

No. You should only enter each vehicle once. Include the vehicle information in the application for the primary driver. For all other family members, exclude the vehicle information. Vehicles should not be entered for minor children.

I am a current SENTRI member and I need to add or remove a vehicle.

After your initial SENTRI membership application has been approved you may add or remove vehicles. If you do not have a GOES account, go to the GOES website and register to obtain a GOES User ID. Make sure you supply your membership number during registration. Login to the GOES website, go to your home page and click on the link provided for your program membership. After you select the program link, additional links are provided to add and remove vehicles.

If you need to both remove and add a vehicle, they can be performed in any order. Vehicle removals are effective immediately. Requests to add a vehicle will first require conditional approval, followed by an appointment at an Enrollment Center for vehicle inspection. Details will be provided in the conditional approval letter that is posted to your GOES account.

I am a current SENTRI cardholder and I need to replace my windshield decal.

After your initial program membership application has been approved and a decal has been issued for your vehicle, you may request a vehicle decal replacement. Login to the GOES website and go to your home page and click on the link provided for your SENTRI program. After you select the program link, an additional link is provided to replace a decal. The request will first require conditional approval, followed by an appointment at an Enrollment Center. Details will be provided in the conditional approval letter that is posted to your GOES account. Decal replacement due to a broken windshield can be handled at the SENTRI Enrollment Center.

I am a current SENTRI member but I do not see the option to add or remove a vehicle.

If you were a member of the trusted traveler program when you registered in GOES but you did not provide your Pass ID/Membership number, this option will not be available to you until you click on the "Change Profile" link and provide your membership number.

I am a current SENTRI member and I have new license plates. How do I report it?

To avoid potential delays in processing, you must verify and update your vehicle license plate information. SENTRI members who do not update their license plate information may be delayed as CBP Officers attempt to verify license plate information.

Login to the GOES website and go to your home page and click on the link provided for your SENTRI program. After you select the program link, an additional link is provided to Update Vehicle License.

Application Status Questions

Will I be called when my application has been conditionally approved or denied?

No. You will need to periodically login to your GOES account to check the status of your application.

I have been denied and would like to know the reason why.

Please contact an Enrollment Center for information on your denial or write to the CBP Trusted Traveler Ombudsman.

I have been denied and would like to know what the process is for re-consideration.

You can reapply. Additional information can be provided to assist you with your reapplication but that won't guarantee membership in the program.

Where can I find the "Reapply" option?

Login the GOES website and go to your home page and click on the link provided under "Program Memberships" for the program that was denied.

How long does it take to get my application processed?

The review process can take up to four to six weeks.

My entire family has been conditionally approved except for one family member - How much longer will this take so we can come in to the interview as a family?

Each application is reviewed individually so the time frame for reviewing applications will vary from one family member to another. The review process can take up to four to six weeks.

Payment Questions

How do I make the payment?

After completing your application, make sure the information you supplied is correct. From the "Final Review" page, you will select the "Certify" button. You will then be given the option to make payment and submit the application for review.

What forms of payment does GOES accept?

GOES will accept credit card or electronic debit from a checking or saving account using a U.S. bank.

What are the accepted credit card types?

Accepted credit card types are Visa, MasterCard, American Express, Discover, and Diner's Club International.

Is my payment information stored?

When you submit a payment request through GOES, you are giving us permission to submit the information necessary to complete the transaction to our processing vendor. We do not store credit card or bank account numbers in our databases.

How do I know if my payment was successful?

At the end of submitting your payment, you will see a confirmation screen indicating your payment was successful. This confirmation screen is your receipt and should be printed for your records.

How quickly is my credit card payment processed?

Credit card payments submitted by midnight Eastern Time will settle in your account the next business day. Your application status will change to "Pending Review" as soon as the payment process is completed.

My application status says "Payment Returned". What does this mean?

You made a bank account payment and the payment was not processed successfully. If you have questions regarding the payment, you should contact the bank. Please note that your application will not be processed until a payment has been made.

How will the transaction appear on my bank or credit card statement?

Payment transactions will usually appear with the description "PAYMENT" and text indicating USCUSTOMS TRUSTEDTRAVELER. If you're not sure what a particular payment is, the first point of contact should be your financial institution. They can help identify the payment history.

Interview Scheduling Questions

I have been conditionally approved and would like to schedule an appointment for my interview.

Your appointment can be scheduled using your GOES account. Login to the GOES website, go to your home page, and click on the "Schedule Interview" button. If you do not see this button, ensure that we have your Membership Number / PASSID. Click on the "Change Profile" link on the left to provide this information.

How soon should I schedule my appointment?

You will need to schedule an appointment within 30 days of being conditionally approved. The actual appointment date can be beyond the 30-day period. For example, the scheduled appointment date can be several months from now, as long as you schedule it within 30 days of the conditional approval date. Failing to schedule the interview within 30 days from the date of conditional approval will result in being denied.

How can I schedule an interview for my entire family all at the same time?

Call the Enrollment Center to schedule your appointment and let the officer know you are scheduling as a family. The CBP officer will attempt to accommodate your request to schedule your family together.

How can I reschedule or cancel an appointment?

While your application is in "Interview Scheduled" status, you can reschedule or cancel you appointment using your GOES account. Login to the GOES website and go to your home page and select the link to your application. You will see options to reschedule and cancel the appointment. These options are not available within 24 hours of your appointment date.

Please note that if you received the conditional approval notification for your application over 30 days ago and you cancel the appointment, your application may be cancelled. To avoid this, we recommend rescheduling your appointment instead.

How can I cancel an appointment within 24 hours of my appointment?

You will need to call the Enrollment Center and notify them that you are unable to attend. Appointments cancelled within 24 hours of the appointment date can only be rescheduled by contacting the Enrollment Center.

What do I need to bring for my interview?

You will need to bring a copy of your conditional approval letter. To print the letter, display the letter from your GOES home page then select the "Print" option.

The list of documents required for the interview can be obtained by viewing your interview confirmation. The confirmation will only be available while your application is in “Interview Scheduled” status. To view the confirmation, login the GOES website and go to your home page and select the link provided for your program application.

Since filing my application, either my current address, document or vehicle information has changed. What should I do?

In that case you should contact the Enrollment Center prior to your interview to determine if you need to bring additional documents.

I attended my interview and was told that I needed to schedule a follow-up interview - How should I do that?

If during your scheduled interview, the CBP Officer instructs you that you will need to schedule another interview, then you will need to do so by contacting the Enrollment Center.

General Questions

I can’t display the notification letter. What should I do?

The letter should display in a pop-up window. Before clicking on the letter, make sure you have turned off any pop-up blockers.

The "System Busy" page is displayed. What should I do?

Occasionally the GOES System is taken down for scheduled maintenance. Under normal circumstances it should be down for a few hours. If the problem persists for a longer period, please report the problem to GOES Support. Refer to item "How do I report a problem using the GOES website".

What does the "Approved OMB #" mean that is displayed on my application?

It means the Form was approved by the Office of Management and Budget. The number refers to the form number and not your application status or application number. That information can be found on your GOES home page.

Why do I get the message "Warning: Page has expired?"

When you click the browser's Back/Refresh button, the browser will sometimes be unable to show you the page you want and instead you will see the "Warning: Page has expired" error message. Do not use buttons and/or address window on your browser to access any GOES page. Use only the navigation buttons and links provided by the GOES application.

How do I report a problem using the GOES website?

Please contact GOES Support. In order to assist you, please provide as much information as possible about the problem you are experiencing, including the screen name that you were accessing when the problem occurred and the error message text.