Get help and send feedback
The Help & Feedback page: this help center, calling or emailing Passports, sending feedback, and your app version.
Help, in the ☰ menu, is the place to go when you're stuck: it opens these step-by-step guides, calls or emails Passports, sends feedback about the app, and shows which version of the app you have.
Feedback goes straight to the PassportsGo team: it's the place for bugs, ideas and praise. For a question about your traveler's trip or your bill, use the Helpdesk or call Passports.
- Step 1
Open Help
Tap ☰ at the top left of Home, then Help 1 at the bottom of the menu, next to Settings.
During the tour, travelers and chaperones also have a red HELP button at the top of the menu. That one is for emergencies: see Get help in an emergency.
- Step 2
Open the Help Center
The blue PassportsGo Help Center card opens this help center in your browser, at the guides for parents and travelers. Tap Open the Help Center 1, or anywhere on the card.
Jump to a guide 2 goes straight to four guides families use most: Make a payment, Add passport details, Update contact and emergency details and Read the group's updates.
- Step 3
Call or email Passports
Under Talk to Passports:
- Call Passports 1 dials 1-800-332-7277. Passports answers Monday to Friday, 8am–4pm Eastern, and around the clock once your group is on tour.
- Email support 2 starts an email to passportsgo@passports.com.
A question about your traveler's trip, a form or your bill? Ask it in the Helpdesk, and the answer comes back to you in the app: see Ask Passports a question.
1-800 numbers usually don't work from outside the US. From abroad, call Passports at +1 (508) 885-4600 instead.
- Step 4
Write your feedback
Under Send feedback, pick what it's about 1: Bug report, Feature request, Praise, Question or Other.
Then type in Your message 2: at least 10 characters, up to 5,000. For a bug, say what you tapped, what happened and what you expected.
Sending as 3 shows the name and email it's sent under.
No need to say which phone or version you have: the app adds the version, whether you're on a phone or a computer, and the tour you have open.
- Step 5
Send it
Tap Send feedback 1. A green Thank you for your feedback! 2 means it has reached the PassportsGo team, and the form clears for the next one.
If it says We couldn't send your feedback, your message is still there: check your connection and tap Send feedback again, or email it to passportsgo@passports.com.
- Step 6
Check your app version
At the bottom, About shows which version of PassportsGo you have 1. Passports may ask for it when you report a problem.
What's new in PassportsGo 2 opens the list of every update, in plain English, and Privacy Policy 3 opens the PassportsGo privacy policy on passports.com.
The version number is also at the bottom of the ☰ menu, beside Logout.
Good to know
Is feedback the same as asking Passports a question?
No. Feedback is about the app itself, and it isn't a support ticket, so don't wait for an answer there. For a question about your traveler's trip or your bill, use the Helpdesk (Ask Passports a question). For anything urgent, call.
What goes along with my feedback?
Your name and email, as shown under Sending as, plus the app version, whether you're on a phone or a computer, and the tour you have open.
Can I send feedback from a computer?
Yes. At passportsgo.com, tap ☰, then Help, and use Send feedback the same way.
Can my traveler use Help on their own phone?
Yes. Everyone on the trip has Help in the ☰ menu, and it opens the same guides for parents and travelers.
Where's the privacy policy?
Tap Privacy Policy under About: it opens the PassportsGo privacy policy on passports.com. The sign-in screen's Terms of Service & Community Guidelines link has a Privacy Policy link too.
Where can I see what changed in the app?
Tap What's new in PassportsGo under About, or open What's new here in the help center.
Screens show a sample family and tour — your names, dates and amounts will differ. Checked against the app October 12, 2026.
Call us. A real person in Worcester picks up.
Monday to Friday, 8am to 4pm Eastern — and around the clock once your group is on tour. Or email passportsgo@passports.com.