8 FAM 105
Where to go to Resolve a Problem
Requesting Support
(CT:CITZ-129; 05-12-2025)
(Office of Origin: CA/PPT/S/A)
8 FAM 105.1-1 Introduction
(CT:CITZ-129; 05-12-2025)
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 (see 8 FAM 105.1-3).
|
NOTE: This is not a public-facing e-mail address and public inquiries will not be replied to. |
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, 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-129; 05-12-2025)
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 (CA/PPT/S/A/AP consults with the Office of the Legal Advisor for Consular Affairs as appropriate--see 1 FAM 246.3):
(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.
b. The Restrictive Actions Division (CA/PPT/S/A/RA) 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:
|
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-129; 05-12-2025)
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:
|
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. |
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 handled in accordance with see 8 FAM 1206.1.
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 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:
|
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:
|
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:
|
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 the Office of the Executive Director, General Services Division 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 Unauthorized Access to U.S. Citizen Consular Records
(CT:CITZ-129; 05-12-2025)
If you have questions or concerns regarding unauthorized access of U.S. citizen consular records, direct them to the Office of Fraud Prevention Programs, Consular Integrity Division at ConsularIntegrity@state.gov.