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Mobile Passport Control App Complaints & User Negative Comments 2024
Mobile Passport Control app received 55 complaints, negative comments and reviews by users. Have you ever had a bad experience using Mobile Passport Control? Can you share your negative thoughts about mobile passport control?
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Mobile Passport Control for Negative User Reviews
✓ Gets the Job Done, but overall CBP scanning workflow needs to improveMobile Passport is (in my opinion) still relatively unknown, so there is clearly an advantage for those who use it. I was able to skip the general CBP line and go straight to an agent's counter via the Mobile Passport line. The form itself is self-explanatory and easy to fill out. After submission you receive a barcode on the app to scan at the counter. This is where I suggest some improved functionality on the app. I was not able to tell whether my barcode had scanned so I held my phone against the scanner for a bit. (I did not see the scanner "blink" or hear any "blink" noise to suggest that it scanned.) The agent at my counter subsequently got in his feelings and became rude to me because I had accidentally scanned my barcode more than once. If it is that important for the barcode to be only scanned once, I would suggest including a confirmation message app-side when the barcode has been scanned OR at least a disclaimer message when presenting the barcode. This is pretty common for high-profile retail apps nowadays. As a proud American citizen returning home from abroad I expect a smoother experience especially when using a mobile app designed to be seamless..Version: 1.6.0
✓ Useless in NewarkI was a big supporter of Mobile Passport and was surprised when I found out that CBP MPC was now the official app to be used at U.S. Customs & Boarder Patrol. I downloaded the new app and entered the necessary information as required. Upon landing at Newark International Airport, I was disappointed to find out there was no longer a separate entry for CBP MPC customers that previously was available for Mobile Passport. So I am not sure what the benefits are to the new app and what services it provides? After waiting in line and showing the agent the information on the app, he actually got mad at me and said the app is “useless”. So the question I have is what advantages does this app have for international travelers? From practical experience, none!.Version: 1.3.0
✓ AwfulIt never works.Version: 2.3.0
✓ Doesn’t workI tried multiple times to secure / complete the process and it said that the system was done ..Version: 2.2.1
✓ Please identify the airport when you commentGreat app, but useless if the airport doesn’t open a lane for it. It all depends On The Airport! People, please identify the airport and whether the app worked/immigration had a dedicated line or not when you write the comment. Without this info and just complaining the app doesn’t work is not helpful to anyone! I have used it many times at Newark (EWR) and there’s basically no wait. But they don’t accept MPC anymore. The app is useless there now. Don’t blame the app, it’s the people who run the airport and won’t open the MPC lane that’s to blame! Lazy bums..Version: 2.5.0
✓ NEXUS neededNeeds support for NEXUS.Version: 2.5.1
✓ Useless for non AmericansOnly useful if you are Canadian or American… bloody useless for foreign tourists.Version: 2.2.1
✓ Hard to rate when I couldn’t use itThis app was promoted in Deltas app when I was checking in for my return flight from Paris today. I was excited to see how well it would work. I filled out all the info for my wife and I. We were ready when we arrived at immigration. I asked what line to go to for the app. I was told that no one in ATL F terminal was open to accept it. I was very frustrated to hear since Delta suggested I download and use the app for my arrival. I was stuck in the regular line. As for the App itself. I found it easy to use. Sometime soon I hope to try it..Version: 2.3.2
✓ Can’t use it if going through NexusThis was a surprise that they won’t accept the app QR code if you’re going through nexus. Just seems silly to even bother..Version: 2.3.2
✓ Very BadScanner misreads passport information. Submissions error out. The customs line was faster..Version: 2.2.1
✓ Would not scan at airportFail.Version: 2.2.1
✓ Doesn’t workDoesn’t work. Won’t submit before or at airport. Pointless app.Version: 2.2.1
✓ Complaint forms don’t work in appAmong many issues with this app, there are several places in the app to report a problem, except that it doesn’t work. Every time I tried to submit a complaint / report a problem, I got an error. Without warning the app tried (and failed) to connect to my email to email my complaint. If you can only email a complaint, then state that in advance and provide the email address. Don’t try to hijack my email client on my mobile phone. Even better: accept a form like other apps and websites do, but provide the email as an additional option..Version: 2.5.1
✓ More US bureaucracyDoesn’t save time because you still need to join the line. Uses absurd jargon which is meaningless to visitors eg “WT” for “tourist visit” and “TBIT” for “LAX International Terminal”. Evidence that the people developing this live in a different world from the actual users..Version: 2.5.2
✓ Didn’t work at all. Failed three times trying to submit.Tried to send submission three times. Failed every time..Version: 2.2.1
✓ Denver has stopped using thisThe old mobile passport was awesome to save time coming in through customs at DIA, and I got this new version for the same easy pass to the front of the line - but apparently nowadays they’ve decided the app takes longer and DIA has abandoned using it. Unless you have global entry they make you wait with everyone else. Then when you do get to the agent they say the app is a mess and they are faster to check you through manually. Huge bummer. Uninstalling. And after the mess at DIA I likely will keep my travels within the U.S.! We got into Cancun faster (on a Friday afternoon) than we got back into DIA on a Thursday evening. It is just too hard with kids to deal with that after traveling from another country..Version: 1.6.1
✓ TerribleTerrible wasted ten minutes outside the line trying to get it to work. Repeated error message.Version: 1.5.4
✓ The scan glitches, unusableAt the airport, even got an agent to try to help, app is unusable..Version: 2.4.0
✓ Absolutely useless appI saw a sign advertised in this app as I arrived at JFK. I install the app photograph, my passport photograph myself, and filled out all the information, answering all the questions. Then I went and stood in line a passport control in the line that said mobile app. The line barely moved, and people who came in the same time as me in the general line, moved much faster and were out of the airport before I even got to the front of the mobile app line. When I got to the front the officer asked me all the same questions, took my picture, and when I asked him why I have to do that. If I use the mobile app, he said that he got snow information from the mobile app and he doesn’t know what it’s for.. So this app is utterly useless..Version: 1.5.6
✓ Crashing Every Time I Try To Add New TravellerEvery time I try to add a new traveller the app crashes. Please fix this! Really hoping to use it to have a quicker customs experience in a few days..Version: 2.4.0
✓ Always errorsAlways errors.Version: 2.2.1
✓ Resident alienI was more than willing to use the app . It is definitely a much needed option if a person has nothing to declare. However, I am a resident alien of US and when filling out the ?s and proceeding , there is no Option for returning Resident alien. The ground crew were very nice and the customs officer processed me in seconds. I might not be so lucky next time. It caused me a lot of tension because if I selected one of the two options , I would be lying about why I was coming back home. I didn’t want that on my INS record. Please add the option for citizens and legal residents to clear in fast pass..Version: 1.6.1
✓ Lacking crucial informationIt does not say that passengers with global entry should NOT use this app. I had to return to the kiosk to fill out the global entry form and got the notice that my last US entry was too recent. It was two months before, so I guess this app updated my data even before I passed customs. Lost 30 min in line when I had a short layover. Please update the help page with accurate information. It also has a bug where if the data is entered one day before the arrival, which is normal for overnight flights, it offsets the date-of-birth and passport expiration date by one day..Version: 1.3.0
✓ Waste of Time for someThis app should do a better job of pre screening before getting you to the end to do nothing. Poor user Interface needs work. Lots of wasted text clogging up path to where they want you to go. In the end one traveler was able to successfully complete while I was not. The edits are poor to non-existent so you have zero guidance and help along the way. I filled out the form and there was no path to continue. An absolute waste of my time. Whoever owns this needs to go through and end to end clean up if this disaster with thorough testing of more situations and map in the appropriate messages and edits..Version: 1.5.1
✓ Was useful, but not anymoreI really don’t feel like updating my os just for this minor app. Appstore says I can download the latest compatible version, but then just keeps saying that forever. Nice work! Really great programming! 👍.Version: 2.3.2
✓ CBP MPCWhat a crap app! Why push this to make going through US customs easier when the has never worked at Pearson International Airport..Version: 2.2.1
✓ Doesn’t workKeep getting submission error. I’ll miss my flight because it isnt working.Version: 2.3.2
✓ Needs a setup tutorialThe app asks you to set up N/A ID in iPhone settings. What is N/A ID? No explanation, no help, no tutorial, no idea what this is..Version: 1.3.0
✓ Not sure the purpose of this appForms are not required anymore at customs. It won’t let you submit with children for what sounds like human trafficking concerns. The time it took to fill this out was longer than the time with the border agent. We spend about 3 minutes with the border agent when we land in the US. I found the lack of clarity in why my forms were denied just frustrating and the app’s support team couldn’t give me a reason either apart from a hunch with trafficking. This doesn’t save you time waiting in customs - so why did it get developed at all?.Version: 2.1.0
✓ App is good, but airports not so muchNo problems with the app but airports need to be up to speed with it. I used this coming through Dulles after a couple international business trips and it was a breeze. Last time through Dulles a few months ago I tried using it and it all changed. Passport Control gave a few poor excuses and more or less didn’t know anything about it. Hope others are having better luck at their airports..Version: 2.6.0
✓ Poor instructionsWe were leaving Calgary, Canada flying to DFW. Our port of entry back into the US would be DFW, in our estimation. When we arrived at the Calgary airport the app said it we were too far from our port of entry for it to accept or submit our declaration form. As we were standing outside the Customs line, a helpful lady said we needed to list Calgary as our POE. So, we deleted DFW and added Calgary instead. The app said we were still too far from our POE. The lady then took my phone and app to a Customs officer and he couldn’t ascertain what went wrong either. We never could get this durn app to work after multiple deletes and retries. We waited and went thru the general Customs line…..that this app was supposed to circumvent..Version: 2.2.1
✓ Completing the form still puts you in the long queueNo benefit..Version: 1.3.2
✓ App worked really well, but…Once we got to the counter (MCO), the CBP agent said they didn’t have readers for it, and they hadn’t been using the app for about 12 years. Despite the TVs in the hall advertising the app, it appears that the “new” app hasn’t tricked down to the frontline staff. Not that it would have saved much time, as there were no self-service kiosks in the terminal, the real wait was being stuck behind 400 other people… Hopefully it will work out next time. It reads the passport really quickly and application was easy to complete..Version: 1.4.0
✓ App has glitches and line is slowDownloaded the app and it didn’t work properly. The list of airports was blank for some reason, and I couldn’t select my port of entry. After many tries I decided to turn off my phone and on back again, and it finally worked. Then another problem, the submission of my form wouldn’t work, and it would time out. Had to try many different times until it finally did. Last but not least, the line was extremely slow, as the put together handicap passengers and MPC holders. I saw people in the regular line the came together with me being attended before I did..Version: 1.4.0
✓ Does not work for childrenFine for adults.Version: 2.2.1
✓ Always boggingNot too reliable for connection problems..Version: 2.2.1
✓ Won’t work 😵💫I’ve downloaded app. Completed profile multiple times. It doesn’t save information..Version: 2.4.0
✓ Enjoy while people dont know about itFinding out about this app while its still somehow unknown is great. Used it for the first time this week while returning to the US through LAX and I was the only person in line. I was through customs in less than 30 seconds, faster than Global Entry, and all for free. Set up the app and your profile before you travel, then do your submission while you wait to deboard your flight. I’m sure eventually the line will get long as people discover the app but for now its fantastic. If your passport scans on egates then this app will work without issue..Version: 2.1.0
✓ Never workedTerrible, erased and downloaded again, 3 separate trips, never worked.Version: 2.4.0
✓ Not workingNot working always down.Version: 2.2.1
✓ PointlessThe last two times I have tried to use this it was pointless. The first one, in Charlotte, the line using mobile passport was longer than the regular line. That was likely because the global entry people automatically got in front of single mobile passport line and the regular lines kept going through. So every time a new plane landed, a dozen or more people with global entry and airline employees went in front of the mobile passport line even though there were hundreds of MPC people in it. And the regular lines kept going with nobody getting in front of it Then, tonight, in Dallas, MPC was not an option. They only had 2 CBP lines total and no MPC lines available. What’s the point of having an app that we spend time putting our information in and taking photographs of us and then not having anybody using it at the airport?.Version: 2.3.0
✓ USA Border will not accept thisThe border control will not use this app and refuses to discuss.Version: 2.4.0
✓ 0 star appApp stinks. Cant process the form or says that im too far from the location.Version: 2.2.1
✓ SlowLong wait when you have to reboot it!!!.Version: 2.3.2
✓ Location requirement breaks the app in a lot of placesI’ve been in the terminal at the decision point between mobile passport line and normal line, in the app still tells me I’m too far away. What’s even more of an issue is that deep in the bowels of these government buildings, often the mobile reception is not great so your location data isn’t so precise. This requirement needs to be loosened up so that we can submit while on the taxiway. And why does it let me use the app in places when there isn’t support for it? LAX hasn’t supported this in years but you can certainly fill out your form, take pictures and then submit it. When everything works, it does save a little time over when the electronic kiosks are working. But i’ve water more time on when it doesn’t work than i’ve saved over 25-30 trips (I’m including the previous privatized version of the app with which I had more success)..Version: 1.5.0
✓ App is fine, customs is another storyI got this app and was excited to see if it helps with the long lines. We were on a plane with 383 other people, we were the 5th family in line at the MPC line…… this line shares with the flight crew AND Global Entry….. as more flights were landing, we were left waiting as other priorities came first. The regular line went through our entire plane and some of the 2nd flight before our turn. The employees helping with the line said it’s our fault for choosing the mobile option. The flight crew also said the regular line is always faster in their opinion. The app is fine and when the airport employees catch up…. It might work better. I won’t use the app again as we waited way to long..Version: 2.0.0
✓ Submission errorNeeded this to clear customs faster at Toronto airport but tried several times and it failed.Version: 2.2.1
✓ SucksDoesn’t work either location error or submission error.Version: 2.2.1
✓ MPC slower than regular lineFewer border patrol agents asking the same questions as in the regular line, no one regulating the flow between the two lines. Defeats the purpose of using this app..Version: 1.5.4
✓ The new Mobile Passport Control app is NOT goodIt may be coincidence, but with the retirement of the Airside app, it seems that immigration control at fewer and fewer airports are processing the Mobile Passport Control receipt. Instead of getting the expedited service we users formerly received, we are being dumped into the same long lines all other travelers (many very unfamiliar with the basics) are using. The result is a very substandard experience and excessive processing time — hardly what we had grown to expect from the program when originally launched. At the very least, those airports that have removed the receipt scanners and don’t provide dedicated servicing for Mobile Passport should be removed from the “port of entry” list. Leaving them in there sets a false expectation that we will be able to use the app and get through quickly. Today I nearly missed a connection at O’Hare because the airport refuses to use the app (even though they show up on the list). It seems to be a locally-driven decision. Even better would be to mandate the use of the system at all major US gateway airports. It used to provide a useful alternative for those of us who travel frequently, but don’t live near a major airport where we can schedule a Global Entry interview (and go through that ponderous bureaucratic process). US CBP needs to make up their mind what their mobile strategy is… and then follow through with a consistent and convenient execution of that strategy!.Version: 1.2.1
✓ Submission form and processHorrible app keep getting an error message and still had to wait in the cue. Waste of time!.Version: 2.2.1
✓ TerribleFailed for 90% of a long line up at Pearson..Version: 2.2.1
✓ App shuts downMy experience is that the app shuts down as soon as I press ‘save’ after entering new traveller information. It does not save the data entered. I attempted 3 times, once by entering the data manually rather than scanning my passport. I give up..Version: 2.4.0
✓ Left my wife to fend for herselfI used the app for the first time and it had issues creating the QR and finally did after 4 attempts. It said all three of us traveling were on the form and we had all our pictures in there. When we got to the gate only my child and I came up so my wife had to the back of the long line to submit the paper form. Don’t plan on having this issue again as I won’t use it when we travel as a family..Version: 2.1.0
✓ Slower than the other lineThe line today was actually slower than the regular line. And people who showed up at the regular line, a solid 10 mins after us, still made it thru at the same time. Pointless.Version: 2.4.0
🙂 Mobile Passport Control Positive Reviews
Mobile Passport Control works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Mobile Passport Control.
⛔ Mobile Passport Control Problems
