Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mistakenly used this website thinking it was an official govt website.Sent $80.00 but they requested additional information.Became suspicion and called a number. They said they received numerous calls involving this company and to not send addl info because it is a scam and the information will likely be sold.Just want my money returned. They declined my refund because it was outside the cancellation window

  Business Response

  Date: 09/12/2025

  Dear **** ******, 
  
  We acknowledge receipt of your complaint via the Better Business Bureau and appreciate the opportunity to provide clarification.
  
  To begin, you already opened your public complaint with "Mistakenly used this website thinking it was an official government website. That alone should clear us from this misunderstanding.   GOV+ is not a government agency, nor have we ever claimed to be. In fact, our homepage already statesclearly and in plain sightWere not the government were a private company here to help. This was never buried in fine print or hidden in disclaimers; its one of the first things visitors see. Referring to our services as a scam because this information was overlooked does not change the fact that it was presented up front.
  
  Regarding your request, you voluntarily submitted an application on our platform on April 21st, manually entered your payment information, clicked Agree to the Terms and Conditions, and finalized by clicking Submit. These steps require conscious authorization. You sent an email requesting for a refund on April 30th.  Our cancellation and refund policywhich is free to be reviewed on the website prior to any commitment - through our Terms and Conditions which ALL customers have to agree to before purchaseprovides a clear timeframe for requesting refunds. Your request obviously fell outside of this window.
  
  Regarding your statement about  calling a number - its worth noting that external third parties or unrelated sources who may have offered their opinion about our company and services are not responsible for the services you purchased, nor do they have access to the facts of your specific transaction. While outside commentary may feel validating, it does not override the fact that you voluntarily accessed our website, created your account, manually entered your payment information, and personally  agreed to terms at the time of purchase.
  
  We empathize with your frustration, however, the facts remain: you voluntarily entered your information, knowingly authorized your payment. Despite your request being ineligible for a refund, we have already gone beyond our own policy and issued a full refund of $97. This was confirmed to you by our specialist, *** on September 9th during your phone conversation. A refund confirmation email was also sent. At GOV+, we aim to support and retain customers who recognize the value of our services. Your request has been fulfilled, we trust this clears up any misunderstanding. We consider this matter closed.
  

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2025, I filed to have my passport renewed and no news has been updated, no packet was mailed like they said it would be, I have spent just shy of $200 usd and have gotten nothing in return. I feel I have been scammed and I am just trying to get information on what exactly is happening.

  Business Response

  Date: 09/03/2025

  Dear ********* ******
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  We feel it is important to clarify several key points. GOV+ does not advertise itself as ***, nor do we claim to be a government agency or affiliate. Our website prominently and repeatedly discloses that GOV+ is a private company providing application preparation services. For example, the homepage clearly states: WERE NOT THE GOVERNMENT WERE A PRIVATE COMPANY HERE TO HELP. These disclosures appear in multiple locations including the footer, FAQs, and Terms & Conditions.
  
  Our platform includes features such as identity and document protection, automatic renewal reminders, online notary, passport photos, guided filing assistance, digital preparation, real-time tracking, and 24/7 live support.. These premium features are optional, but valued by customers who choose our services.
  
  In this case, the $97 payment, done on August 9th 2025, was voluntarily submitted by manually entering billing information and clicking submit, an intentional action requiring active user engagement. ********************** systems do not auto-enroll customers, nor can charges be processed without explicit authorization. The payment was for access to our platform and services not for the *** enrollment fee, which is always paid separately and directly to ***. As for the additional services being offered, please know that these are entirely optionalall customers have the right to skip. No one is mandated or coerced to use them.
  
  Please note that multiple courtesy notifications were sent reminding you to complete the application. At this time, the application remains in awaiting appointment selection status because two fundamental steps were never finalized: selecting the preferred appointment date and time, and confirming the choice. Simply put, an appointment is not secured unless the applicant completes these basic steps on their end.
  
  As expected, appointment schedules are limited and get booked quickly. If a time slot is unavailable, please understand that we cannot control or influence the agencys release of schedules. What we can do, however, is assist with a customized booking if an applicant has a preferred date, time, or location not offered during the initial selection. That option is always availableyet in this case, no such request was made.
  
  We carefully reviewed our communication records and found no evidence that you or your son reached out to us prior to filing this complaint. We are, and always have been, available to clarify or assist directly. For the most efficient and constructive resolution in the future, we encourage reaching out to us first rather than resorting to external complaints, as direct communication ensures a transparent and mutually beneficial outcome for all parties.
  
  While the complaint reflects a misunderstanding of the value and scope of our service, we have nonetheless processed a full refund of $97 and $57 despite our 7 day refund policy.  A confirmation email with refund receipts has been sent as well. We attempted to reach out you to inform you of this but we reached your voicemail, so we left you with that instead. To prevent further confusion and to ensure you are confident in any future transactions, we kindly ask that you refrain from using our platform going forward. We consider this mater closed.

  Business Response

  Date: 09/03/2025

  Good evening, 
  
  We ae respectfully requesting the response to this complaint be retracted as it was meant for another complaint. Thank you

  Business Response

  Date: 09/10/2025

  Dear Mr. ********************** acknowledge receipt of your BBB complaint and appreciate the opportunity to address your concerns.
  
  You filed your passport renewal application on February 8th and paid the mandatory government fee. Shortly after submission, your application went under review and it was determined that the photo you provided did not meet the ******************** strict passport photo standards. On February 9th, we notified you via email that your photo had been rejected due to uneven lighting, which created a shadow on one side of your face.
  
  Please note that these requirements are set by the *************** of Statenot by GOV+. As an application preparation service, we are required to follow these standards. Allowing a non-compliant photo to move forward would only result in your application being rejected later in the process, which we work hard to prevent.
  
  Because the issue was not corrected, your application has remained incomplete and on hold. Our ability to process applications depends entirely on customers submitting all required materials promptly and in compliance with government standards. Delays typically occur when instructions are not followed or when information provided does not meet the criteria.
  
  We understand this may feel frustrating. However, the alternative would have been to send your application forward with a non-compliant photovirtually guaranteeing rejection by the passport agency. Taking corrective steps early is ultimately in your best interest.
  
  We remain more than willing to assist you in moving forward. Please look out for the follow-up email from our specialist, ***, with detailed next steps.
  
  Thank you again for your patience and understanding. We value the trust youve placed in us and remain committed to helping ensure your application is completed successfully.
  
  

• Initial Complaint

  Date:08/31/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: August 30, 2025 Amount charged: $97 Gov+ is a scam. The amount charged was only to fill out the form, not the amount the government would charge for *** pre-check! When I requested to cancel the application and receive a refund, GOV+ refused! This is outrageous!!

  Customer Answer

  Date: 09/05/2025

  The business has sent me the refund. I would like to close the complaint. Thank you. 

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to renew my passport, with the promise that it would be received within 2 weeks for a charge of $497.00 and $212.05 (7/26/25) per their advertisement. Passport was scheduled to arrive on 8/19/25. It did not arrive in time for my 12-day vacation and as a result I have lost thousands of dollars in having to cancel my flight, lodging, etc. I had multiple calls with GovPlus prior to my flight and was reassured that it would arrive on 8/19/25 (via Fed Ex), as stated, passport was not received on time. I called the government renewal phone number on 8/21/25 and was told they had no record of my passport renewal being submitted and checked the government renewal website, no status. Therefore, GovPlus lied to me. Every time, 10+ calls, I talked to GovPlus they assured that I would receive a call back with an update. Not once have I received a call ******* has now been 3 weeks and 3 days, no passport. I called the government on 8/29/25 they confirmed the passport renewal was received on 8/26/25 and is now approved and will be sent via ****, not *** Ex as promised by GovPlus, I should expect it in 2-3 weeks. A six-week turnaround.I asked GovPlus for a full refund as they did not deliver as advertised, never received a call back DO NOT USE THIS COMPANY!

  Business Response

  Date: 09/10/2025

  Dear ***** *******,
  
  We know how important your passport application is and how stressful delays can be, especially when connected to travel plans. Unfortunately, the passport office handling your application, along with one of our expedited courier vendors, experienced unexpected delays that directly impacted your case. We deeply regret this situation and would have informed you sooner had we been made aware earlier.
  
  When you reached out on August 14th to ask if your passport would arrive before the 20th, we shared your concern and began persistent follow-ups with both the courier and the processing facility on your behalf. Once an application is submitted through a courier, it can sometimes be difficult to secure detailed updates, as communication occurs directly between the courier and the passport office. Applications may also be delayed or held for a variety of reasonssome of which are confidential and not disclosed to us. While these factors were outside of GOV+s direct control, we understand the frustration this caused and recognize that the timeline you expected was not met.
  
  We are truly sorry for the stress and inconvenience this situation caused. While GOV+ was not at fault for the governments processing delays, we take full accountability for the overall customer experience. Our goal is always to provide peace of mind and timely service, and in this case, we recognize that we fell short of that standard. Please know that your application was processed and managed in full accordance with our established procedures.
  
  As part of our resolution, we processed a full refund of our service fee of $497 on August 29th, along with a partial refund of $60 from the government fee check that had already been cashed.
  
  We sincerely regret that we were not able to deliver the service you entrusted us with and thank you for your patience and understanding throughout this process.

• Initial Complaint

  Date:08/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my TSA KTN (known travel number) in April and the airline or *** have not been notified by gov+. I have notified gov+ and they have been giving me the runaround. Telling me to go to serveral websites with no solution.

  Business Response

  Date: 09/08/2025

  Dear ****** *****,
  
  We acknowledge receipt of your BBB complaint and appreciate the opportunity to clarify the facts.
  
  Your TSA Renewal application, filed in April of this year, was submitted with only the most basic information. As reflected in our records, additional details were required in order to move the application forward. Multiple notifications were sent to your email instructing you to log back into your dashboard and complete the missing information. Applications do not complete themselves they require active participation from the applicant. Since no action was taken, the application could not progress.
  
  We would also like to clarify that you were never directed to different websites. You were specifically advised to log in to your account and complete your renewal. From August 20 through September 3, we attempted multiple phone calls, left voicemails, and sent follow-up emails, all with the same goal: to help you move your application forward. Delivering the service you purchased is precisely what we do, but it requires your cooperation.
  
  We remain committed to assisting you in completing your application. Please feel free to respond directly to the most recent email sent by our specialist, ***, so that we can help you finalize the process without further delay.

  Customer Answer

  Date: 09/09/2025

  I went to my account and it shows my application for *** is completed.  I am not interested in a passport.  The account seems to think I am.

  Business Response

  Date: 09/10/2025

  Dear ****** *****,
  
  We would like to clarify that you currently do not  have a passport application on file. What you may be referring to is an offer to begin one. Because our platform features one-click form filing, a passport application can be started automatically using information you had already entered for your TSA application. It does not mean it is already complete because there would still be federally required information and documents to provide for this application. We hope this clarifies your concern.

  Customer Answer

  Date: 09/11/2025

  All I wanted was to get a *** Known Travel Number renewal.  I didnt know it would be this difficult.  If  gov+ will return my $97 Ill be satisfied.  I also noticed that TSA doesnt list gov+ as a company to renew through.

• Initial Complaint

  Date:08/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started this process August 8 2025 and still have not gotten any results. I have paid $97 for passport and 97$ for TSA precheck. It has been a constant battle to get any information. Most communication is thru AI and if you get a agent, it not any better. You go around and around with them with the same information and no results. Unfortunately, they have my money and I keep trying because they said I could not get a refund because has been more than 7 days. It looks like I could possibly get a refund for $49. Because they have not provided any results I would like a full refund so I can go to a legitimate place and have this done.

  Customer Answer

  Date: 08/28/2025

  GOVplus has made an appt for me to  get my TSA PreCheck.  It looks like I paid them $97 to just  make an appt. I still have to pay $76.75 when I go to the appt.  Not to mention they it took a month for this to happen.  I'm still waiting to receive materials for my passport.

  Business Response

  Date: 09/08/2025

  Dear ******,
  
  We acknowledge receipt of your BBB complaint and regret any frustration youve experienced with your passport renewal application. While we understand that delays can be inconvenient, it is important to clarify how our process works. At GOV+, we manage thousands of applications across multiple services and support channels. To maintain fairness, applications under the standard service fee are reviewed strictly in the order they are received. Expedited and premium services include additional fees for faster processing and dedicated assistance, and therefore receive priority.
  
  You filed your application on August 8 under the standard one-time GOV+ service fee of $97. On August 13, we notified you via email that there was an issue with your passport photo that required correction. Unfortunately, this remained unresolved due to repeated issues with the photos you submitted. The ******************* sets strict photo requirementswe do not create these rules; we are obligated to ensure compliance with them. Our role is to help applicants meet these standards, not to bypass them. Proceeding with unqualified photos would only risk rejection of your application, which we cannot do in good faith.
  
  When issues arisesuch as incomplete forms, unverified addresses, or non-compliant photoswe immediately notify the customer and place the application back in the review queue. The speed of resolution therefore depends on how quickly the applicant provides corrected materials. Delays typically occur when the required steps are not completed in a timely or compliant manner.
  
  In your case, your passport renewal application kit was finalized on August 25 and prepared for shipment. On September 2, it was delivered to your designated mailing address. Regarding your TSA PreCheck appointment, the slot you initially requested for September 2, 2025, at 1:20 PM PDT in *****, **, was no longer available since you might not have attended the appointment. We attempted to update you multiple times by phone, and when those attempts were unsuccessful, we followed up with email notifications.
  
  We appreciate your patience and remain available to assist with any inquiries regarding your passport renewal or to help you secure a new TSA PreCheck appointment schedule. Please reach out directly via email  to our specialist, *******, so we can coordinate a phone call at your convenience.
  
  

  Customer Answer

  Date: 09/12/2025

  GOV+ assessed a fee of $97 for securing a TSA appointment, with an additional charge of $130 expected at the *** facility. Due to the additional expense, the appointment was not utilized. Concerning the passport application, while GOV+ provided the application form, an additional expense is now required for a passport photo, given the initial payment of $97 to GOV+ for the application. The prepaid envelope for Passport Processing has a deadline of September 15th, and my return home on September 12, 2025, provides limited time for photo procurement. The company's website creates the impression that their fees are exhaustive, presenting a misleading transaction. It is my intention that this complaint will serve to protect other consumers from similar deceptive practices.

• Initial Complaint

  Date:08/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 83 year old senior trying to renew my passport. When I proceeded to do so on line, I found myself on Gov +. Thinking I was making headway when they asked for my DOB, credit card info and social security number I provided information. They charged $97.00 to my **** account on August 24, 2025. They kept sending me more requests, promising my passport application was almost ready. They claimed to have my new passport picture, but I dont recall downloading it. This money I paid will be a recurring charge. When I called their customer service, I kept getting automated sales pitches for Life Alert or health insurance. Please help me to end any contract and further charges from this company. Any unsuspecting person thinking theyre filling out legitimate passport information will be accosted by the online services of Gov+. After reading several reviews, it looks as many people have encountered this problem. I wish to cancel any connection I have with this outfit. I would also like my $97 refunded to my ****. I appreciate your help and attention to this matter.

  Business Response

  Date: 09/08/2025

  Dear ******* ******, 
  
  We acknowledge receipt of your complaint and have carefully reviewed your concerns regarding your passport application, photo requirements, and processing timeline. While we fully understand your frustration, it is important to clarify several key points.
  
  GOV+ is a fully registered, privately owned business that provides document preparation and application support services. The $97 GOV+ fee covers the use of our website, including our autofill technology and additional services. Our services are not mandatory, and no one is compelled to use them. If you prefer to handle your government document application in the traditional manner, you are free to do so without any cost.
  
  Regarding the emails prompting you to complete your application: these notifications are system-generated and only triggered when required stepssuch as uploading documents, submitting missing information, or confirming identityhave not been fully completed. If you were receiving them, it means our system accurately detected that your application was still incomplete. Please note, we do not send courtesy reminders arbitrarily; they are intended to guide applicants in finishing the process they themselves initiated.
  
  Additionally, our system does not send confirmation emails when a passport photo is uploaded. Uploading a photo alone does not move an application into review. As you yourself noted, you did not provide onetherefore, a review could not be performed. Only once all required steps are completed would you have been notified that your application package was prepared for shipment, or alternatively, that additional information was still needed.
  
  We could have also  assisted you more efficiently had you reached out directly instead of filing a complaint. We carefully reviewed our communication records and found no evidence that you reached out to us prior to filing this complaint. We are, and always have been, available to clarify or assist directly. For the most efficient and constructive resolution in the future, we encourage reaching out to us first rather than resorting to external complaints, as direct communication ensures a transparent and mutually beneficial outcome for all parties.
  
  Given the nature of your complaint, it reflects a misunderstanding of the value and scope of our services. We strive to maintain transparent and mutually beneficial relationships with all clients. $97 was refunded to the original mode of payment on August 28th as confirmed by our manager, *****. A refund and Do Not Contact confirmation email has also been sent. We consider this matter closed.
  
  

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/11/25 I attempting to apply for TSA Precheck. I was on the official *** website, and was directed to Govplus They represented them selves as an official organization such as Clear They charged me $97.00 to complete my application and when I arrived at the authorized *** Precheck appointment I was told I had been scammed.

  Business Response

  Date: 09/08/2025

  Dear **** *****, 
  
  We acknowledge receipt of your complaint and have carefully reviewed your concerns.
  
  We must respectfully but firmly disagree with your characterization. GOV+ has never represented itself as a government agency or as an official organization like *** or CLEAR. Our website makes this clear in multiple placesincluding the homepage, footer, FAQ, and Termswith the explicit statement: Were not the government were a private company here to help. While we understand that some individuals may overlook these disclosures before submitting payment, this does not transform a clearly disclosed, legitimate service into misrepresentation.
  
  Our platform provides assistance for multiple government-related applications, with TSA PreCheck being only one of the many services we support. GOV+ has always been transparent about being a private service provider. Suggesting otherwise disregards the disclosures presented to every customer before proceeding with their application.
  
  We would also like to directly address your statement that you were on the official *** website and were routed to ****************************. This is not possible. The **** official website does not contain, and has never contained, links that redirect to GOV+. GOV+ operates independently as a private technology service provider. The only way customers arrive at our site is by navigating there directly, via search engines, or through advertisements. Any claim to the contrary is factually inaccurate.
  
  Regarding the individual you spoke with at ******: please note that ****** is a third-party contractor engaged by the *** to conduct enrollment interviews, and its staff are not government employees. It is not unusual that they may be unfamiliar with GOV+, but a lack of awareness does not equate to illegitimacy. If you were told you had been scammed, that statement was unfortunately incorrect. You paid GOV+ for preparation and processing services you requested, and those services were delivered as agreed.
  
  To clarify, your TSA PreCheck appointment was successfully scheduled and confirmed for August 27, 2025, at 11:20 AM in ********, **. You attended that appointment, completed the process, and were issued your Known Traveler Number (KTN) on August 28, valid through August 27, 2030.
  
  In short, the service you purchased was fully rendered. Nonetheless, a full refund was issued on August 28 as a goodwill gesture, and confirmation was sent to your email on file.
  
  While we understand that some customers may experience regret after a purchase, it is both unfair and inaccurate to label a properly rendered service as a scam. To prevent further misunderstandings, we respectfully request that you refrain from using our services in the future. We consider this matter closed.
  
  

• Initial Complaint

  Date:08/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early May 2025 I paid GovPlus $373.99 for a passport and *** preapproval boarding pass. I have called and gotten a run around and cannot get a human on my calls. The charges have gone through: May 6-$97.00, May 7-$14.99, May 8- $97.00 (a repeat charge of May 6), and May 8-$165.00. I have waited three months and still have received no passport or email telling me the status. I don't know what else to do.

  Business Response

  Date: 09/06/2025

  Dear ***** *******,
  
  We regret that your experience with GOV+ did not meet your expectations, and we understand how frustrating delays or rejections can feel. That said, we would like to clarify a few important points to address your concerns accurately.
  
  Account Activation & Tracking
  Proper account activation is required to ensure the security of your information and enable notifications or status updates. Activation instructions were sent to you in May. Once an account is active, users must log in and click My Applications to monitor application status in real time.
  
  Passport Application Requirements
  The issues you encountered with your passport application were not GOV+ policies but ************************ requirements. Photo standards extend beyond no glasses and a neutral expression and include strict specifications on lighting, framing, shoulder visibility, and attire. Document requirements are equally rigorousbirth certificates must be originals with an official seal, full parental details, filing date, and registrars signature. Copies or incomplete documents are invalid.
  
  The photo you submitted showed uneven lighting, shadows, and cropped shoulders. Your birth certificate also appeared to be a photocopy without a visible seal. These are valid grounds for rejection at any passport agency. Our process flagged these issues early to prevent your application from being rejected downstream.
  
  Processing Timeline
  The delays you experienced stemmed directly from the need to resubmit both photo and documentation. Emails requesting resubmission were sent, but without corrected submissions, the review process could not advance. Approving unqualified materials would only have guaranteed rejection at your in-person appointment.
  
  TSA PreCheck Application
  Your TSA PreCheck application remained incomplete because no appointment was selected. Appointment slots are limited and fill quickly, and GOV+ cannot control or influence the schedules released by the agency. Nor can we reserve slots on a customers behalf.
  
  Customer Support Interactions
  We also note that several of your chat sessions were ended mid-conversation. Each time a chat is abandoned, the system places the customer back at the end of the queue, which contributed to delays in assisting you. Staying connected ensures faster resolution.
  
  Although our refund policy only extends seven days, we processed a full refund for both applications as a courtesy. A refund confirmation email with receipts were sent, and our specialist ******* attempted multiple phone and email follow-ups since August 28th to ensure you were aware.
  
  We hope this clarifies the situation. While your applications were incomplete due to issues outside of GOV+s control, we have honored your refund request in full and consider this matter resolved.

• Initial Complaint

  Date:08/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started on July 15, 2025, for a passport renewal and they rejected my photo twice. I have paid a total of $ ****** to them for my passport renewal and every time I check it is on a 3-business day wait time. At this point I would just like my payment back and I will take care of putting a watch on my credit report for my information that was given. Definitely do not recommend this company.

  Business Response

  Date: 09/06/2025

  Dear *******,
  
  We acknowledge receipt of your complaint and have carefully reviewed your concerns regarding your passport application, photo requirements, and processing timeline. While we fully understand your frustration, it is important to clarify several key points.
  
  Passport photo standards are set by the ************************ and are non-negotiable. These requirements extend far beyond no glasses and a neutral expression they include specific stipulations regarding photo quality, lighting, angle, shoulder framing, and attire. These are not unique GOV+ policies; they are federal requirements applied universally (see: U.S. State Department Photo Requirements).
  
  For example, uneven lighting that causes shadows on the subjects face or subject wearing a clothing resembling a uniform are all valid grounds for rejection. These are the same standards that passport facilities themselves enforce our process simply identifies them early to prevent your application from being rejected downstream.
  
  With respect to your timeline, the delays you experienced were caused primarily by the repeated photo resubmissions, each of which resets the review clock. While this is understandably frustrating, the alternative would have been for us to accept an unqualified photo and consider your application complete and send you your application kit. Then once you receive it,  you send a noncompliant photo with your renewal application that would result in a guaranteed rejection.
  
  We could have also  assisted you more efficiently if the chat sessions have not been abandoned mid-conversation. Each time a customer leaves the chat, the system places them back at the end of the queue. Our team assists customers in the order they arrive, and remaining connected ensures that your case is resolved without unnecessary delays.
  
  On August 28th, our specialist,  ***, attempted to reach out to you via phone, however the timing might have been inconvenient so he left you a voicemail and sent you an email, offering his assistance. At that point, ***, personally worked with you to ensure your photo met State Department standards and completed your application. He is also monitoring the shipment of your application which is now in transit (**********************). Once you receive it, please feel free to respond to the email thread with *** and well be happy to coordinate a phone call at your convenience.

  Thank you again for your patience and understanding throughout this process. We value the trust youve placed in us and remain committed to ensuring your application is completed smoothly.
  
  

  
  

  Customer Answer

  Date: 09/09/2025

   
  Complaint: 23794679
  
  I am rejecting this response because:

  I understand the reason for the photo but in regards to the chat I started with Gov+ was all AI generated and never a real person chatting with me. Even with the last submission for my photo that was taken at ********* my application sat for over a month. When I questioned this it was through an AI generated chat and stated it was in process unless I wanted to upgrade to their premium package to move me to the front of the line. I finally did get ahold of of *** as he left a voicemail for me, because I was at work and could not answer my phone, and he told me the photo I submitted was fine but it looked like there was some information missing. This is frustrating because I filled in the spots that was needed and I never received a call or an email about missing information. Again, after a month of waiting, I find this unacceptable. *** also had some problems on their end and had to call me back several times. I finally received a call stating it went through and they were sending out the package on the 28th of August, I finally received the package on the 8th of September. This is frustrating because I am leaving on a Cruise October 30th, reason why I started this in July, and will not be sure If I will have my passport back in time. He stated he would try to expedite the package but I dont believe it happened. They should have just refunded my money. I should have been more insistent on that. 
  

  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/10/2025

  Dear ******* ******,
  
  Thank you for sharing your concerns again. We appreciate the opportunity to clarify how GOV+ support and services work.
  
  Communication:
  

  While our platform includes automated chat features for quick answers to simple questions, all application reviews, photo validations, and case-specific communications are handled by trained specialists. Your account was reviewed by our processing agent, Raf, who emailed you about your passport photo issue. Additionally, as youve already stated,  our specialist, ***, reached out to you multiple times via phone. We understand automated messaging may have given the impression of AI only interactions, but please be assured that applications are overseen by real people.
  
  We also acknowledge that you reached out via chat support multiple times but please also understand that we could have assisted you more efficiently if the chat sessions had not been abandoned mid-conversation. Each time a customer leaves the chat, or the call, the system places them back at the end of the queue. Our team assists customers in the order they arrive, and remaining connected ensures that your case is resolved without unnecessary delays.
  
  Service Options
  
  You mentioned being asked to upgrade to premium. To clarify: GOV+ does offer premium subscriptions and expedited service packages for customers who choose them, but upgrading is never required for an application to proceed. To ensure fairness, expedited and premium services are prioritized, as these options include additional fees specifically for additional requirements,  specialized handling, faster processing and assistance and faster shipping methods (such as ******* Applications submitted under a one-time fee are reviewed and processed in the order they are received. Your application was completed under the standard service you selected. 
  
  Processing and Review
  
  At GOV+, we process and review thousands of applications daily. If any issues arisesuch as a noncompliant passport photo, incomplete information, or an unverified addressthe customer is promptly notified, and the application is returned to the queue for correction and re-review. This process applies equally to both standard and expedited services. The key difference is that expedited and premium applicants are typically more responsive, as their applications have higher fees, are tied to stricter deadlines and can be rejected, delayed or worst - they would have start over,  if required updates are not addressed immediately.
  
  In your case, once your application was finalized, *** confirmed shipment preparation with you by phone. Given your upcoming trip, he explained that he would explore possible alternatives, though he could not make guarantees as options were limited under standard. Ultimately, your kit was prepared for **** shipment and delivered within the expected timeframe.
  
  Processing Timeframes and Fees
  
  For clarity, the Department of States current timelines are:
  

  Routine processing: 46 weeks ($130 government fee)
  Expedited processing: 23 weeks ($190 government fee)
  
  Optional delivery upgrade: Add $22.05 for 12 Day Delivery once your new passport is printed. Customers may also call the ************************************ at ************ to request this upgrade.
  
  Your passport renewal application is already en route to the *********************************** in ************, with the estimated delivery date of September 13th. We understand how important timely passport processing is, especially ahead of travel. We hope this clarifies everything.
  

  
  

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23794679
  
  I am rejecting this response because: Once again I would like to clarify that I am by no means stupid or computer illiterate. I know how the site works as I did read everything stated before I decided to go with your site. I am just plainly stating that 1. I did not abandon any chats as when I asked the question the response was the typical computer response and 2. You still did not try to contact me in any way to let me know there was missing information in the application. I get that I did not want to pay the extra for expedited services but to sit on it for a month after my professional photo was taken is a bit excessive. Again I just expected more with paying your fee for your services. 
  I do want to state that *** was a great help and I appreciate what he did for me. But as a company that does charge for the service I would expect better. 
  
  Sincerely,
  
  ******* ******