ESTA - Bot Issues

EMAIL TEMPLATES: Click here

Bot Stopped on “Eligibility Questions” 

Order link: https://app.esta-assist.com/order/QKNL0LLMEWPK 

What is the issue/what happened? Bot Stopped on “Eligibility Questions”

Bot Error Code: Travelered to dangerous countries. The application needs to be manually completed. | Page #: 5

Solution: If clients choose “yes” to any of the eligibility questions - we have to manually finish the order. The bot will NOT finish it. 

Steps:

1. Go to: https://esta.cbp.dhs.gov/individualStatusLookup and enter all the required details.
2. Continue application where it was left 

Primary reason acronym definitions

3. Finish the application until you get to the page “Pay Now and Complete the Application” page
4. Update the app order status to “Ready for Payment”

Bot Stopped on “Enter Application Information” - Pop up with “Would you like to continue” 

What is the issue/what happened? Cx already had an approved application with more than 30 days remaining. 

Bot Error Code: Node is either not clickable or not an HTMLElement | Page #: 3

Solution: A window will pop up asking if you would like to continue with a new application and cancel the previous one. The client should be refunded since their application was approved and is still active.

Steps:

1. Go to: https://esta.cbp.dhs.gov/individualStatusLookup and enter all the required details. Typically, you won’t get an application number so you have to enter the client’s citizenship, passport issue, and expiration date manually.
2. Once logged in, check the payment date and compare it with the order creation date. 
3. Refund the client if the payment was done before the order was created.

Bot Stopped on “Enter passport field” - Highlighted error under passport field “Passport number must be …”  

What is the issue/what happened? The client entered an invalid passport number. The correct passport number must be 9 characters long.

Bot Error Code: Node is either not clickable or not an HTMLElement | Page #: 3

Solution: Reach out to the client and ask them to verify the passport number they entered.

Steps:

1. Check the passport number on the app. 
2. Create an email addressed to the client
3. Wait for the response
4. Reset bot

Bot Stopped on “Enter passport field” - Highlighted error under passport field “Passport Ineligible for VWP travel” 

What is the issue/what happened? The client entered an invalid passport number for VWP travel. Bot Error Code: Node is either not clickable or not an HTMLElement | Page #: 3

Solution: Reach out to the client and ask them to verify the passport number they entered.

Steps:

1. Check the passport number on the app. 
2. Create an email addressed to the client
3. Wait for the response
4. Reset bot

The bot Stopped on “Contact information” 

What is the issue/what happened? Client entered an invalid character on their address

Bot Error Code: Wrong URL | Page #: 4 | U: https://esta.cbp.dhs.gov/personalInfo?notify=false

Solution: Rectify the letter with a letter found in the English alphabet and reset the bot

Bot Stopped on “GE Membership” 

What is the issue/what happened? The client entered a wrong PassiD

Bot Error Code: Wrong URL | Page #: 4 | U: https://esta.cbp.dhs.gov/personalInfo?notify=false

Solution: 

1. Reach out to the customer regarding their PassID
2. Once they verify the correct PassID, rectify the order
3. Reset bot

Bot Stopped on “Eligibility questions” 

What is the issue/what happened? Bot can’t answer the last part of the eligibility questions

Bot Error Code: Node is either not clickable or not an HTMLElement | Page #: 6

Solution: 

1. Retrieve their application 
2. Manually fulfill
3. Place under ready for payment

Bot Stopped on “Other Citizenship”

What is the issue/what happened? CX Entered an invalid expiration date (information)

Bot Error Code: Node is either not clickable or not an HTMLElement | Page #: 3

Solution: 

1. Reach out to the client
2. Update order
3. Reset bot

Bot Stopped on “Passport information” 

What is the issue/what happened? CX Entered an invalid expiration date 

Bot Error Code: Node is either not clickable or not an HTMLElement | Page #: 3

Solution: 

1. Reach out to the client
2. Update order
3. Reset bot