8 FAM 105
Where to go to Resolve a Problem
Requesting Support
(CT:CITZ-86; 12-02-2022)
(Office of Origin: CA/PPT/S/A)
8 FAM 105.1-1 Introduction
(CT:CITZ-72; 05-04-2022)
a. Passport agencies/centers:
(1) If a passport specialist cannot resolve a problem using the appropriate tools and resources (such as the 8 FAM), passport specialists must consult their passport specialist mentor (if assigned) or supervisor with questions about acceptance and adjudication of passport applications; and
(2) Passport agency/center management must refer questions regarding acceptance and adjudication of passport applications that cannot be settled at the passport agency/center level to AskPPTAdjudication@state.gov for specific cases or through the PPT Answers SharePoint site for general inquiries.
b. Consular officers must first consult a supervisory consular officer or regional consular officer regarding questions about acceptance and adjudication of passport applications.
8 FAM 105.1-2 Technical Support
(CT:CITZ-86; 12-02-2022)
a. For assistance with systems or routine technical issues, (e.g., rejecting a book, how to resend application information, system functionality, or questions regarding American Citizen Record Query (ACRQ) or Passport Information Electronic Records System), contact the Consular Affairs Support Desk at CAservicedesk@state.gov.
b. For technical questions on domestic system outages/disruptions or remote adjudication, please contact Passport Services' (CA/PPT's) Office of Modernization and System Liaison, System Liaison Division at CA-PPT-MSL-SL@state.gov and copy the appropriate regional director.
c. For Consular Reports of Birth Abroad, contact CAServiceDesk@state.gov.
d. For Border Crossing Cards contact VOSystemsLiaison@state.gov.
e. For overseas standardized passport audits contact PPT-OCSAudit@state.gov.
8 FAM 105.1-3 Adjudication Support
(CT:CITZ-72; 05-04-2022)
a. Questions about the following issues should be sent to the Office of Adjudication, Policy Division (CA/PPT/S/A/AP) at AskPPTAdjudication@state.gov if they involve specific cases:
(1) Adjudication of U.S. citizenship or non-citizen U.S. nationality;
(2) General passport and consular report of birth abroad (CRBA) guidance;
(3) Void and voidable marriages;
(4) Information request letters and information notices;
(5) Legitimation and custody laws;
(6) Name usage and name changes;
(7) Place of birth;
(8) Social security numbers;
(9) Sex change/transition;
(10) Runaways;
(11) Non-parental custody;
(12) Counter procedures;
(13) Adjudicative guidance during system outages/disruptions (for technical assistance, see 8 FAM 105.1-2);
(14) Child custody orders that are ambiguous regarding parental consent requirements and/or parental or non-parental custody;
(15) Questions regarding “Protection,” “Stay Away,” “No Contact,” or “Restraining” orders in connection with two parent consent cases;
(16) Questions regarding court orders addressing mental incapacity; and
(17) Questions regarding receipt of court filings or other litigation documents naming the Department or a member of the Department as a party.
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NOTE: General inquiries (not case-specific) should be directed through the PPT Answers SharePoint site. |
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NOTE: This is not a public-facing e-mail address and public inquiries will not be replied to. |
b. CA/PPT/S/A is responsible for revocation of U.S. passports and cancellation of forms FS-240, Consular Report of Birth Abroad of a Citizen of the United States of America. (See 8 FAM 804.1 for guidance about revocation of U.S. passports and cancellation of forms FS-240.)
c. Only CA/PPT/S/A may implement restrictions on the use of a passport for travel to certain countries (22 CFR 51.63) or authorize validation of a passport for travel to certain countries (22 CFR 51.64) (see 8 FAM 1303.1, "Restriction on Use of Passport for Travel to Designated Countries and Passport Validation").
d. The email address for CRBA cancellation inquires or passport revocation is CA-PPT-Revocations@state.gov and the mailing address for CRBA or passport revocation is the exact address below including street address, P.O. box number, and nine digit zip code:
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U.S. Department of State Attn.: Revocation Officer 44132 Mercure Circle P.O. Box 1243 Sterling, VA 20166-1243 |
e. If a passport was found to be issued in error (IIE), email the details of the case to PPT-IIE@state.gov (see 8 FAH-1 H-602.6 for guidance on the IIE program).
8 FAM 105.1-4 Records Support
8 FAM 105.1-4(A) Vital Records
(CT:CITZ-86; 12-02-2022)
a. The mission of the Office of Records Management, Records Creation and Retention Division (CA/PPT/S/RM/RCR) is to manage the various vital records under the purview of CA and to issue certified or authenticated copies of such records pursuant to authorized requests. CA/PPT/S/RM/RCR also authenticates consular birth, marriage, and death records in accordance with The Hague Legalization Convention (see 8 FAM 1001.11).
b. CA/PPT/S/RM/RCR reviews the citizenship status of those requesting authenticated copies of an issued form FS-240 to ensure that the subject of the record is still a U.S. citizen. CA/PPT/S/RM/RCR denies the release of records when it determines that the subject is not a U.S. citizen or that the requester is not eligible to receive the information under the Freedom of Information Act (FOIA) or Privacy Act (PA). CA/PPT/S/RM/RCR does not revoke or cancel forms FS-240 (see 8 FAM 105.1-3).
c. For guidance on correction, amendment, certification, and replacement of CRBAs, see 8 FAM 1101.3, 8 FAM 1101.6, and 8 FAM 1001.11.
d Posts in need of assistance from CA/PPT/S/RM/RCR should direct their inquiries to AskCRBASVitalRecords@state.gov.
e. Status requests for manual file searches should be sent to FileRequestInquiries@state.gov.
f. All public requests for consular vital records or Panama Canal Zone birth and death records must be mailed using this exact address including street address, P.O. box number, and nine digit zip code:
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U.S. Department of State Records Creation and Retention CA/PPT/S/RM/RCR 44132 Mercure Circle Sterling, VA 20166-1213
Posts should continue to send via diplomatic pouch.
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g. Public requests should include all available information pertaining to the event or document desired. In addition to a return address, the requester should include a daytime telephone number or email address in the event more information is required. The written request must be notarized and include a photocopy of the requester’s valid driver's license or other government-issued identification card (see 8 FAM 1001.6). Appropriate fees must be provided by check or money order, payable through a U.S. bank. Current fees, along with additional information, are available on the Bureau of Consular Affairs Internet page or by calling the Passport Services Vital Records Section’s automated line at 202-485-8300.
h. Paper applications and supporting documents should be sent to the following address (see 8 FAM 1206.1):
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U.S. Department of State Records Creation and Retention CA/PPT/S/RM/RCR 44132 Mercure Circle Sterling, VA 20166-1213 |
8 FAM 105.1-4(B) Records Review and Release Division
(CT:CITZ-86; 12-02-2022)
a. If you have questions regarding sharing or disclosing of U.S. citizen passport and CRBA records, direct them to at LELiaison@state.gov.
b. LELiaison@state.gov also manages/processes all requests for passport records and information under the Freedom of Information Act /Privacy Act, processes certifications for records for use in court, and manages the Consular Lost and Stolen Passport (CLASP) staff.
8 FAM 105.1-4(C) Consular Lost and Stolen Passports (CLASP) Staff
(CT:CITZ-72; 05-04-2022)
The mailing address for the CLASP staff is:
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U.S. Department of State 44132 Mercure Circle P.O. Box 1227 Sterling, VA 20166-1227 Telephone (public): 202-485-6600 Email: CLASP@state.gov
Posts should continue to send via diplomatic pouch. |
8 FAM 105.1-5 Overseas Passport Issuance Program Support
(CT:CITZ-72; 05-04-2022)
a. For passport issuance verification, return mail verification, missing passport shipments, or if post is not receiving email notification of shipments, contact post’s overseas photo-digitized passport (OPDP) partner print center at either the Arkansas Print Center at OPDP-APC@state.gov or the Tucson Passport Center at OPDP-TPC@state.gov.
b. The mailing address for the Arkansas Passport Center is:
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U.S. Department of State Arkansas Passport Center 44132 Mercure Circle P.O. Box 1003 Sterling, VA 20166-1003 |
c. The mailing address for the Tucson Passport Center is:
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U.S. Department of State Tucson, AZ 85710 |
8 FAM 105.1-6 Requesting Supplies
(CT:CITZ-74; 06-28-2022)
Posts are responsible for monitoring their supply of emergency passports. Posts must order them well in advance via email to CASUPPLIES@STATE.GOV. Questions concerning how to order consular seals, consular supplies, emergency passports, and other items ordered through CA/EX/GSD must be sent to CASUPPLIES@STATE.GOV. Posts must also use that email to inquire about the status of previous orders and to report transfer and return of consular supplies.
8 FAM 105.1-7 Remote Adjudication
(CT:CITZ-72; 05-04-2022)
Please direct all general questions regarding the remote adjudication program to CA-PPT-MAC-MP@state.gov.
8 FAM 105.1-8 Unauthorized Access to U.S. Citizen Consular Records
(CT:CITZ-72; 05-04-2022)
If you have questions or concerns regarding unauthorized access of U.S. citizen consular records, direct them to CA/FPP/CID at ConsularIntegrity@state.gov.