If you’re getting errors when trying to renew your U.S. passport online, you’re not alone — the U.S. State Department’s online passport renewal system (OPR) is still relatively new and has strict eligibility rules and technical quirks.
Below is a complete guide to common errors, what they mean, and how to fix them.
⚙️ 1. “You are not eligible to renew online”
Cause: You don’t meet one or more of the online renewal eligibility requirements.
Fix:
You must meet all of these:
You are age 25 or older.
Your most recent passport:
Was issued within the last 9–15 years.
Was valid for 10 years.
Was issued when you were age 16 or older.
You are not changing your name, gender, date, or place of birth.
You are applying for a regular tourist (blue cover) passport.
You still have your old passport, and it’s not damaged or lost.
You’re applying from inside the U.S.
You’re using your own login.gov account.
If any of these don’t apply, you must renew by mail using Form DS-82.
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🧾 2. “We could not verify your identity” / “Identity check failed”
Cause: Login.gov could not confirm your identity.
Fix:
Make sure your Login.gov profile has your legal name, address, and SSN matching your passport.
Use ID verification (driver’s license, state ID, or passport card) through the Login.gov prompt.
If your credit history is limited (or you’ve frozen it), temporarily lift credit freezes before identity verification.
If you still can’t verify, you’ll need to apply by mail instead.
💳 3. “Payment error” or “Transaction declined”
Cause: The payment didn’t go through.
Fix:
Confirm your card information is correct (address must match billing address).
Try a different card or different browser/device.
Clear your cache or use incognito/private mode.
Check with your bank — some block large government payments until you confirm them.
If it fails multiple times, wait 30 minutes, log out, and try again.
📸 4. Photo upload error / “Invalid image format” / “File too large”
Cause: The photo doesn’t meet the system’s technical or quality standards.
Fix:
The photo must:
Be a JPEG file (.jpg or .jpeg)
Be less than 5 MB
Be square (aspect ratio 1:1)
Show your full face on a plain white/off-white background
Avoid filters, shadows, or uneven lighting.
Try using the State Department’s photo tool:👉 https://tsg.phototool.state.gov/photo
🪪 5. “We cannot find your most recent passport record”
Cause: Your passport details aren’t matching the State Department’s database.
Fix:
Make sure you enter exactly the same name, date of birth, and passport number as shown on your most recent passport.
If your passport is older than 15 years, you’re not eligible to renew online.
If you recently renewed or replaced your passport by mail, wait a few weeks for the system to update.
⏳ 6. “Session expired” or “Application timed out”
Cause: You were inactive for too long.
Fix:
Save often. The system times out after ~15–20 minutes of inactivity.
Use a desktop or laptop instead of a phone for stability.
Avoid using browser autofill; it can trigger security issues.
📤 7. “Cannot submit application” / “Unknown error”
Cause: A temporary outage or a data mismatch.
Fix:
Log out and back in.
Try again later — the system sometimes undergoes maintenance (especially late nights or weekends).
Use a different browser (Chrome or Edge recommended).
Disable browser extensions (especially ad blockers, VPNs, or privacy filters).
📬 8. “Your application was rejected” (after submission)
Cause: The State Department found an issue after review.
Fix:
Common reasons:
Photo didn’t meet requirements.
Information mismatch between your application and your old passport.
Eligibility mistake (e.g., under 25, or last passport expired too long ago).
You’ll receive an email explaining why. You can then reapply online (if allowed) or switch to a mail-in application (DS-82).
🕐 9. Status stuck on “In progress” or “Submitted” for weeks
Cause: Processing delays.
Fix:
Standard processing: 6–8 weeks (expedited: 2–3 weeks).
Check status here: https://passportstatus.state.gov/
If your travel is within 14 days, call the National Passport Information Center at 1-877-487-2778 (or TDD/TTY 1-888-874-7793) to request an urgent appointment.
💡 Pro Tips
✅ Use a computer, not a phone, for the best experience.
✅ Keep your old passport nearby to copy info accurately.
✅ After submission, check your email (including spam folder) for confirmation.
✅ Don’t start multiple applications — that can cause system confusion.
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