TSA Bot Issues

1. Renewals that Need to “Complete TSA Precheck In Person”

What is the issue/what happened? When I tried to put their KTN, a message popped up saying that they need to complete their TSA PreCheck renewal in person.

Solution: Just click next and continue the application. It’s a renewal and they will need to re-visit an enrollment center. That’s ok, schedule their appointment and complete the order.

2. Bot cannot find any location for an interview.

What is the issue/what happened? When I put the zip code of their desired interview location, it doesn’t let me search.

Error code: Cannot find any locations for an interview. | Page #: 8

Orders with the same issues: 

Solution: Either the zip code in the area changed, or there are no interview locations in that area. 

Use the link: https://www.unitedstateszipcodes.org/30058/   **Substitute 30058 for the zip code in the app.

Once you’re on the page, zoom out from the map or scroll to the bottom of the page to see nearby zip codes. Choose a nearby zip code, use google to see the distance. Enter <zipcode on app> to <zipcode you just found>. To see how far they are away from each other. If it is close, enter the new zip code in the app and reset the bot. 

3. The client is Pre-enrolled but there is a Schedule appointment button.

What is the issue/what happened? The bot screenshot shows the client has an expired KTN, yet it says "Pre-Enrolled" and there's an option to Schedule an Appointment.

Bot Screenshot: 

SOLUTION: If you notice, the status says "Status as of 08/19/2021" - he pre-enrolled in August but didn't go to the interview. That's why he needs to reschedule. In this case, we will reschedule the appointment for them. Click on “Schedule Appointment” and follow the prompt.

4. Submitted New Application, but it actually should be a Renewal.

- Instead of escalating it to Haris, we can now manually update the application on the order app if it still shows in progress. Just select the type of application and reset the bot. 

5. KTN is invalid / Applicant not found.

Check the screenshot below as an example of the error:

The system will automatically email the customer to ask them to verify the KTN they provided. You can also check the website and see if you can find their membership. 

How to check: go to https://universalenroll.dhs.gov/ and click new enrollment. Fill out all the information needed. Click next and if the customer has an existing membership, you should be routed to the page below: 

It will show you the correct KTN and the validity of the customer’s membership

Sample: Ticket #423142

NOTE!

• If the cx provided the correct KTN # that starts with TT, you may update the order app and reset the bot.
• If the cx is looking to apply directly for TSAPrecheck but he doesn’t have a KTN (that starts with TT), you may update the order by changing the application type to New app then reset the bot.
• If the cx is looking to apply directly for Global Entry/Nexus, you may send an email offering to submit the application and if he/she wants to proceed, you may send another email providing a coupon. 

All you have to do is go to our website [insert coupon code] and fill out all the details needed. I have attached the coupon code to the link itself to cover the cost of the application.  Please let me know if you choose to move forward with this option so we may track your order.

For Global Entry: https://ge.global-traveler-apply.com/apply?coupon=100OFFGENTRY

For Nexus: https://nexus.nexus-apply-membership.com/apply?coupon=100OFFGENTRY

• Once the cx successfully placed a GE/Nexus order, you may update the TSA order to "converted to another service/na". Do not solve the ticket yet if the GE order still shows "in progress", unless it shows completed/submitted.

6. Issue: The customer is trying to renew her membership but was using her current last name. See the error below: 

The website is saying the customer needs to do the renewal in person. 

Resolution and how to complete the application: If this happens, go back to the home page and click on the new application. Fill out the form using the customer’s previous last name and other information being asked. Hit next, and it should give you information about their membership. When I did it, it showed the information below: 

The customer’s membership has already expired so we need to complete it as a new application. Go back to the home page and complete it as a new application, use the customer’s current last name this time, and complete any other information being asked. Including her previous name. After going through everything, I was able to schedule a customer interview. 

 

7. Renewing too early

Please refer to the renewing too early article.

Sample ticket:  Ticket #471558

8. Payment Issues - 

- should be escalated to Shane for further checking

 Ticket #349589

9. Other issues

For the other issue status, please check the notes or the screenshot to see the error.