Review Insights · App Store
Global Entry Mobile
US Customs and Border Protection · 6,678 ratings · ★ 4.8
4.8
★★★★★
6,678 ratings
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Top complaints - extracted from 71 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
"error"
43 negative reviews mention this · 61% of all complaints
★★★★★ "“Loading Error”. Can’t tell how well it works or doesn’t work, because literally all it does is pop up a modal window saying “Loading Error” with a button that says “Retry.” Can’t proceed any further than this, and no amount of retrying achieves anything.…" - Spatula75
2
"loading"
36 negative reviews mention this · 51% of all complaints
★★★★★ "“Loading Error”. Can’t tell how well it works or doesn’t work, because literally all it does is pop up a modal window saying “Loading Error” with a button that says “Retry.” Can’t proceed any further than this, and no amount of retrying achieves anything.…" - Spatula75
3
"loading error"
34 negative reviews mention this · 48% of all complaints
★★★★★ "“Loading Error”. Can’t tell how well it works or doesn’t work, because literally all it does is pop up a modal window saying “Loading Error” with a button that says “Retry.” Can’t proceed any further than this, and no amount of retrying achieves anything.…" - Spatula75
4
"load"
21 negative reviews mention this · 30% of all complaints
★★★★★ "“Loading Error”. Can’t tell how well it works or doesn’t work, because literally all it does is pop up a modal window saying “Loading Error” with a button that says “Retry.” Can’t proceed any further than this, and no amount of retrying achieves anything.…" - Spatula75
5
"work"
15 negative reviews mention this · 21% of all complaints
★★★★★ "App works well but CBP isn’t trained to know about it. The app works fine, but it doesn’t do any good since none of the agents know what the app is or what it’s for when you get to the airport. Wasted my time and a whole bunch of other people’s time while the officers stared at it and said I do…" - equals 42
6
"retry"
12 negative reviews mention this · 17% of all complaints
★★★★★ "“Loading Error”. Can’t tell how well it works or doesn’t work, because literally all it does is pop up a modal window saying “Loading Error” with a button that says “Retry.” Can’t proceed any further than this, and no amount of retrying achieves anything.…" - Spatula75
7
"keeps"
11 negative reviews mention this · 15% of all complaints
★★★★★ "Terrible - keeps throwing loading error. Won’t load on an iPhone 14Pro with the latest iOS - I’ve troubleshot all the steps and tried several times over 9 days - the app keeps posting a loading error msg and won’t install." - JPiPhone33
8
"doesn"
10 negative reviews mention this · 14% of all complaints
★★★★★ "App works well but CBP isn’t trained to know about it. The app works fine, but it doesn’t do any good since none of the agents know what the app is or what it’s for when you get to the airport. Wasted my time and a whole bunch of other people’s time while the officers stared at it and said I do…" - equals 42
9
"error retry"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Something going on with current version. It will not let me load the app at all. Essentially goes into an infinite loop, error retry, error retry" - good2bgreek
10
"downloaded"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Loading Error. Downloaded the app but the app wouldn’t load. Keeps saying there’s a Loading Error and to retry." - camcale424
11
"message"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Doesn’t work. I downloaded the app on the recommendation of a family member. It just gives me an error message." - nabuhay
📋 All 71 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").
Ms
Never works
Doesn’t work when you need it
Was not working in SFO
Useless
At MÍA airport the officers make you do everything again and take your pic again too regardless of what it says and regardless of being submitted and having a confirmation number too . It’s a waste of time - the distemper crashed 3 times within 8 mins in line.
Instructions not clear
Not possible to use…
“Loading Error”
Can’t tell how well it works or doesn’t work, because literally all it does is pop up a modal window saying “Loading Error” with a button that says “Retry.”
Can’t proceed any further than this, and no amount of retrying achieves anything. Rubbish.
Can’t proceed any further than this, and no amount of retrying achieves anything. Rubbish.
Terrible - keeps throwing loading error
Won’t load on an iPhone 14Pro with the latest iOS - I’ve troubleshot all the steps and tried several times over 9 days - the app keeps posting a loading error msg and won’t install.
Doesn’t work
When I try to open the app, I get a loading error and told to try again later. I’ve been trying for weeks now.
Unable to load
The app won’t load. Uninstalled and reinstalled but no luck
Loading error every time
It hasn’t worked once since I opened the app for the first time. Kept popping up a “Loading Error” box. No way to fix it since I can’t even get to the Home Screen. Sigh!
Broken
Constantly get “Loading Error” Cannot use the app.
Is not working
All the time show loading error .
The app is broken
The app hasn’t been working for 2 weeks and just shows a “Loading error”
App won't open
This app stopped working. I can't even open it. Just keeps saying loading error, retry. Ugh. So frustrating.
unable to open app
app continues to show error and doesnt open
No funciona
Necesito información la información y la app sale en error.
Loading Error
Downloaded the app but the app wouldn’t load. Keeps saying there’s a Loading Error and to retry.
It won’t load
I’ve attempted several times to open the app but during set up it says error. I’ve deleted the app and downloaded it twice. I’ve restarted my phone. It just won’t load
App non-functional
Used app once, but recently it won't load and gives a loading error instead. Not sure how useful getting Global Entry is if the main app won't work during travel.
Loading Error
I can’t even open the app. It just keeps saying “Loading Error”
Not working
Seriously not working for days.
Loading error
Please fix! It is broken
App doesnt load
App doesn’t load
Fix it
You guys broke the app. Re-installation does not work.
App not working at the moment
Every time I open the app it says “Loading Error” it’s hard to do anything in the app when it’s not working correctly…
Won’t Even Load
Loading Error <retry>
Installed on a newer iPhone with the most current OS. The app won’t even launch - I keep getting a loading error.
Installed on a newer iPhone with the most current OS. The app won’t even launch - I keep getting a loading error.
App won’t open
Keeps giving loading error
Loading Error
I recently joined Global Entry and downloaded the app but it keeps giving me a loading error. I have been unable to use the app since I downloaded it about three weeks ago. I removed the app and added it again to see if that did anything but no such luck. I don’t know if it is because I have and iPhone but please fix this bug for your users.
Doesn’t work
I downloaded the app on the recommendation of a family member. It just gives me an error message.
App wont even open
The app just dies when you open it, Loading error. DOGE probably unplugged the server not knowing what it did.
Won’t load when opened
I’ve downloaded the app multiple times and everytime I open it there’s an error message that’s it’s unable to load. Disappointing.
App will not open
This app will not open. There is a loading error that never goes away.
Fails to load
If the application fails to load, on multiple independent devices, all running the latest version of iOS, it is impossible to use, so a complete failure.
Does not load
keeps getting loading error. Unusable. Pls fix.
Horrible!!! The update broke it!
Keep getting “loading error, retry “
App does not load
Having the same problem as others - get a “loading error” when trying to open. Please fix…
Not loading
Has loading errors and will not work even after deleting and reinstalling.
Can’t get app to work
When launching the app, it says Loading Error and to retry. It’s stuck in a loop and I can’t progress.
Something going on with current version
It will not let me load the app at all. Essentially goes into an infinite loop, error retry, error retry
Global Entry (Fails to Load)
The app fails to load when opened. Multiple attempts were futile. The message "loading error" appears wth the instruction to retry. It continues to fail. as it stands, this is of no value.
App does not load
This app does not work.
App won’t open
Feb 28,2026 The app won’t open after downloading onto iPhone 14. It says “loading error”. I’ve reinstalled the app 4x over 2 days and same response when trying to open it.
Loading Error
I just downloaded the app for my iPhone 17. And received a Loading Error message. I also deleted the app, checked for updates and reinstalled with no change, I’m still receiving an error message. Please dedicate time to fix the bug soon!
App is broken
Can’t get past initial set up screen without error
Does not load
I just downloaded it for a trip and the app doesn’t load. iPhone 17pro
Error message endless loop
Just downloaded and opened app. Got a “Loading Error” message and a button to “Retry” which loops back to the error message. Annoying.
Current version useless
Just keeps giving a “Loading Error” whenever it is launched. Tried uninstalling and reinstalling. Was unable to use it when I arrived back in the US last week.
App does not work
Can only get error message. App won’t fully load content.
NEW UPDATE IS BROKEN
Please fix the app!! Can’t load !!
Not Opening
Recently attempted to download multiple times and can’t get pass the loading page
Will not load
Won’t load.
+ 21 more in the clipboard copy
Sentiment summary
95%
Positive (4-5★)
1%
Neutral (3★)
4%
Negative (1-2★)