Was your Global Entry membership card lost, stolen or never arrived? Below is a guide on how to replace your lost Global Entry card based on my recent experience.
When I renewed my Global Entry a few months ago, I never received my new Global Entry card but fortunately I was able to get it easily replaced for free. If you lost or never received your Global Entry card here is what you need to know.
How long does it take to get your Global Entry card after approval?
After Global Entry approval, U.S. citizens, U.S. lawful permanent residents and Mexican nationals will be mailed a Global Entry card to their US mailing address on file. According to the U.S. Customs and Border Protection (CBP) website, your new Global Entry card will likely arrive in as little as 8-10 business days but can take up to 6-8 weeks.
Is there a fee to replace a Global Entry card?
It depends on the reason for replacement. Normally there is a fee of $25 to receive a replacement Global Entry card.
However in some situations (such as when your Global Entry card was never received or your personal information is incorrect) you are able to receive a replacement Global Entry card for free by emailing CBP.
How to replace a Global Entry card
Depending on the reason for the replacement, you will either need to login into your TTP account to replace your Global Entry card or email CBP.
How to replace a lost Global Entry card
If you lost your Global Entry card, request a replacement Global Entry card by signing into your TTP account at https://ttp.cbp.dhs.gov/ and clicking on the “Replace Card” button. (I did not replace my card this way but I took a couple of screenshots from my TTP account.)
You need to select the lost, stolen or damaged option from the drop down menu as the card replacement reason.
After you pay a $25 fee you will be mailed a replacement card. However, if you need a replacement for another reason (for example if you have changed your name after you were approved) you may need to visit a Global Entry enrollment center.
How to replace a Global Entry card that was not received for FREE
Since I never received my Global Entry card in the mail, I followed the instructions on this link on the CBP website and emailed CBP to get my Global Entry card replaced for free.
However, CBP will only send you a second Global Entry card for free if it has been over 8 weeks since you were approved. You need to verify/update your mailing address, confirm that it has been updated via email, and then CBP may reissue a new card at no cost. (If the second card is not received, then you will need to pay $25 to have the card replaced.) If you don’t want to wait 8 weeks to replace your lost Global Entry card, you can also apply for a replacement card online from your TTP account after paying the $25 fee.
If you have not received your Global Entry card after 8 weeks since the date you were approved, send an email inquiry to the CBP from https://help.cbp.gov/app/ask (UPDATE: link is no longer working and I don’t see a way to email the CBP anymore) rather that signing into your TTP account. (Note: This is the link to email CBP with any other issues as well).
To start the process visit https://help.cbp.gov/app/ask (UPDATE: link is no longer working and I don’t see a way to email the CBP anymore) and you will see an option to email CBP. From the drop down menu select the topic “Trusted Traveler Programs” then “Card Issue” then “Card Not Received” then “It is over 8wks since approval” and submit your message.
My message was short and basically said I applied for Global Entry and never received my Global Entry card. Once I submitted the information online I saw the screen below that my message was submitted successfully:
After submitting my request online I received an email from the CBP INFO Center right away with the following message:
“If you have not received your card, and it has been more than 8 weeks since you received full approval, please reply to this email with your PASSID (membership number/KTN) and verify that your mail-to address in your TTP account is correct. Both of these must be present in your response and we will reissue one additional card at no cost. Please make sure the address is correct or you will need to pay the $25 replacement fee.
If it has been less than 8 weeks since you received approval, please wait as it will come in a plain white envelope and cannot be forwarded. If you do not get it after 8 weeks, then please reply to this email after you have verified your mailing address on your TTP account.
If you need a card sooner, you always have the option to order a new card through your TTP account and pay the $25 replacement fee.”
I replied to the email with the information requested (my PASSID number and a statement that my mailing address in my TTP account was correct) and received a second email four (4) days later with the following message:
“Thank you for contacting the CBP Traveler Communications Center.
A new card has been ordered to your address on file. Please allow 6-8 weeks for delivery. Reminder, cards are shipped in a non-descript white envelope.”
According to the screen the average response time for emails is about 10-15 business days, but I received an initial email right away and a second email four (4) days later. I received my replacement Global Entry card in the mail less than 10 days after the second email was sent to me and less than 2 weeks from when I initially emailed CBP that I never received it.
Note: By requesting a replacement Global Entry card, your original Global Entry card will be deactivated. Remember to log into your TTP account at https://ttp.cbp.dhs.gov/ within 30 days after receipt to activate your replacement Global Entry card.
Have you ever lost your Global Entry card or had to replace it for another reason?