Review Insights · Google Play
Mobile Passport Control
U.S. Customs and Border Protection · 135,742 ratings · ★ 4.9
4.9
★★★★★
135,742 ratings
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Top complaints - extracted from 30 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"passport"
6 negative reviews mention this · 20% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
2
"passports"
5 negative reviews mention this · 17% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
3
"fine"
4 negative reviews mention this · 13% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
4
"valid"
4 negative reviews mention this · 13% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
5
"line"
4 negative reviews mention this · 13% of all complaints
★★★★★ "We filled out the MPC at HNL and instructed to go to MPC....very confusing set up. We went to US Citizens and asked where MPC was, and the agent said MPC was "way over there" and that the Citizen line was quicker ...which it was...for a 10 …" - Edward Dong
6
"work"
4 negative reviews mention this · 13% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
7
"error"
4 negative reviews mention this · 13% of all complaints
★★★★★ "always get an error trying to submit." - Dan Zoolander
8
"both"
4 negative reviews mention this · 13% of all complaints
★★★★★ "3 months ago worked perfect, and now its say not eligible documents for both, me and my wife and passports are still valid for another 2 years. try to re-scan passports multiple times with no fix." - daniel fuchs
9
"years"
3 negative reviews mention this · 10% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
10
"worked"
3 negative reviews mention this · 10% of all complaints
★★★★★ "I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time." - December Brie
11
"didn"
3 negative reviews mention this · 10% of all complaints
★★★★★ "We filled out the MPC at HNL and instructed to go to MPC....very confusing set up. We went to US Citizens and asked where MPC was, and the agent said MPC was "way over there" and that the Citizen line was quicker ...which it was...for a 10 …" - Edward Dong
12
"manually"
3 negative reviews mention this · 10% of all complaints
★★★★★ "does not work, if I scan or manually add my us passport, it immediately changes it to "unknown country" and invalidates it" - Jonathan Rynd
📋 All 30 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
I've used this for years and its worked just fine. I updated it and now its saying my whole parties passports aren't valid. what a waste of time.
does not work, if I scan or manually add my us passport, it immediately changes it to "unknown country" and invalidates it
completed it and submitted for PHL but was informed they don't have it there
it forgot what country my passport is from, then said it was ineligible despite using it before
always get an error trying to submit.
set everything up fine and had everything imported correctly. tried to use it on the way back from Belize Landing in Houston after they told us to use it on the plane, and the app says it works there, when we got there they said they don't support it anymore.
App keeps telling me I have no internet connection, yet I have full bars. It blocks you from entering information. Very annoying.
It tells me to go to the same lane as regular passports
didn't play
Doesn't work. Submitted all my information and keep getting an error
3 months ago worked perfect, and now its say not eligible documents for both, me and my wife and passports are still valid for another 2 years. try to re-scan passports multiple times with no fix.
Not available for LGA
incorrect error when update required
Very frustrating process. Set up my account before we left. When we arrived back in US (@IAD) the app made me re-log in and then wouldn't accept my passport photo as accurate - even though it was the same passport I scanned when I set-up my account. After 6 tries, I basically forced the app to accept it, bypassing a verification step (if you can by pass the verification, why have it at all?). We were then informed to join a specific line, that had NO AGENT working. This was NOT simple or short
says can't accept document after scanning US passport successfully
I'm at the port of entry, it says I'm too far away and won't complete my submission!
id rather pull my fingers through a web of needles than use this app again, scouts honor
Failed us when the app was needed. For both my wife using her app and my app on my mobile.
Valid US passport shows up as ineligible because I'm unable to set the issuing country to USA. I tried both scanning the passport and entering the information manually. Odd thing is, it worked fine less than a year ago.
I t does absolutely nothing. every time I use it they it just directs me to the general line with the people who didn't use it.
it has never allowed me to submit a form
Doesn't recognize US Passports no matter if scanned or entered manually rendering the app and the entire program useless. This app isn't even ready for Alpha testing far less release. Exactly what we've come to expect from DHS.
Did not work for me, just gave me ineligible document error when I tired both the automatic and manual entry.
nonfunctional for my American passport that's only 2 years old unsure why, glitchy keeps crashing
We filled out the MPC at HNL and instructed to go to MPC....very confusing set up. We went to US Citizens and asked where MPC was, and the agent said MPC was "way over there" and that the Citizen line was quicker ...which it was...for a 10 and 11 am arrival at HNL. The app seemed to work just fine, but didn't actually use it because reality was better...at least at HNL...which is a confusing airport anyway IMHO.
has to exit the app and reload it. view form also only showed one person of 3.
there's no separate line for users of this app, so what's the point of using it?!
New passports starting with a letter are not recognized as valid documentation
it will not show up in my apps list.
issues with erroring out
Sentiment summary
97%
Positive (4-5★)
1%
Neutral (3★)
2%
Negative (1-2★)