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    IdentoGO

    3.0 (68 reviews)
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    Overworked, understaffed and overheated worker
    Victoria A.

    I don't know what took me so long to sign up for this service. But here I am (was) after seven years of heavy traveling. First: Enter this website https://tsaenrollmentbyidemia.tsa.dhs.gov/ and sign up for TSA check. Basically enter all the information online accurately and THEN pick a location (here on Oahu there are two places: one on Richards Street and another Merchant). Select an appointment time to complete the TSA recheck application there. I came 15 mins before my appointment time and was surprised to see the waiting room completely FULL of people. Full meaning every seat was taken and it was standing room only. The door opening inward would hit the person standing right there. It was tight (and stifling hot). Come to find out, it was a one man show kind of day. One man to check out everyone in (checking appointment time matches the appropriate name, ID and info sheet given, method of payment verified. The same man to call two people at a time to process them in the back room - basically double checking the info you have entered online matches what he is now quizzing you on. The same man who will fingerprint and photograph you. And also the same man who will take your payment once all the above has been completed. Bless his heart! He apologized profusely stating that he was running late and working alone. Not to mention a little on the slow side too. He wasn't too friendly and wasn't open to answering any questions you might have. Period. I got there at 9:35 and didn't leave until 11:15. Not too bad but there were people ahead of me who waited much longer than me. I haven't received my KTN (known traveler number) via email yet but it's only been a week.

    Floor #310.
    Pili S.

    Scenario: Made 2 online appts for a Friday @9:20am & 9:40 am for TSA Pre-check. PARKING: We parked in the City Financial Tower on 201 Merchant St. IdentGO does NOT validate parking and the website recommends using the metered parking outside. We arrived about 20 minutes early. It is a small office and they were people ALL WITH SCHEDULED APPTS waiting their turn and we're about 40 minutes behind. You need to sign in and bring whatever documents you needed for your situation. They try to triage you quickly so that if you don't have the right paperwork, you're not waiting long. We decided to sit on the floor outside to wait. ONE AND A HALF HOURS later, we were ushered in and they take you back in a room and there's like 2 cubbies. They have four machines and they take 2 people in to process in each cubby. The machine prompts your info ( based on your pre -registration online) and you need to confirm everything is correct. They fingerprint you both hands and then when you're done it cost $78. This took about 6-10 minutes. THE CHALLENGE is the two gentlemen working there( and they are really fast) has to come to the front to receive people and they take turns doing that. So every time they do that they stop processing people through. If they had just one more person to work the front while they process everyone ( 4 at a time) they could just whip through everyone. Some people couldn't wait and said they'd come back another day. But I heard that it's like this everyday so plan accordingly. IT TAKES 60 Days here to get your TSA pre-check approved so if you needed it right away for a trip, you may not be able to use it.

    Terry K.

    First of all, please note IdentoGO does more than the processing and authorizing of the TSA PreCheck known traveler designations. They handle the security designations (for those who need it for DOD for example) and also the clearance and finger printing for Liquor, Law Enforcement and other designations which require panel and background checks. My visit however was to renew my TSA Precheck known traveler designation so for those who have not gotten it but plan to please be advised of the following: 1) your application is done IN ADVANCE, on line 2) you will need 2 forms of identification (Driver's license or State ID and Birth Certificate or Passport) 3) Appointment times are made on line IN ADVANCE and at the same time you process and complete your application 4) Show up for your appointment with the proper documentation and proof of identity 5) Be sure to check in at the front desk where they confirm your attendance, verify your documents (including your form of payment - no cash, CC or DC only) and then wait for your turn to be called Here are other things you need / should know 1) IF you have a Global Passport, you don't need the TSA Precheck designation because it is already on your Global passport and the Global Passport works the same as your TSA Precheck designation 2) Parking VERY LIMITED; park on the streets or at the Post Office Metered lot which in more cases than not; you will have to refill the meter during your visit (because of the wait times) Just tell the person at the desk you need to refill your meter so they won't pass you over during your short absence 3) PATIENCE is definitely a virtuous trait when going for this designation. My personal thoughts? IdentoGO should expand their office and separate the tasks. It might make things more efficient for their staffing. The should consider a share space with the Federal VISA, State Criminal Investigation Office and improve and expand on their "Human" check in process. They are definitely understaffed which; the present staff earned them the extra 1 star to garner 4 stars. Some things are necessary evils; this is one of them but if you prepare yourself and your mind in advance, you should do well during the process

    It's crazy over here, They are behind an hour or so , do not park in hour parking
    Jam A.

    This is your place to get your pre-check in passes. Having an appointment does not mean that you will be seen at that appointment. There was a very long line it took almost 2 hours to be seen. I came early and waited until my appointment time. I regret that because there is only three people at that time. There was one person working at the at the time of my appointment, Apparently there's more than one on a normal day. There's a lot of chaos and some upset customers having to wait and or also have had to come back on several occasions. I would suggest you make your appointment to make your life easier. You can do that online. Do not park in the one hour parking lot. Because it will take longer than that. Two hours to get your pre-check in is really not that bad if that's going to help you at TSA. After you fill out your paperwork and show your drivers license and passport, it will take a few weeks for you to get your results via email.

    Signage
    Craig T.

    Since I had the day off I made a appointment @ 3:20 to get a TSA pre-check since you hear stories how the lines are. It's good for 5 yrs @ $89 I think it's a good investment. Special line also the beauty is you don't have to take off your shoes and belts and computer can stay in the bag. The only problem is that even with a appointment I still had to wait for about 45mins ridiculous. There main office is located 810 Richard St. corner of Queen St. metered parking located in front of the post office on Richards St. Parking available in the building but I don't know how much plus they don't validate. I think I'll make my $89 investment back within 5 yrs even though I travel only 2-3 times within that 5yrs time frame, because the most important is short lines and less stress I hope lol.. Be safe wear your mask

    Closed and locked, no notice they're not open!
    David V.

    Made an appointment and arrived a little early, only to find out the entire office is closed! No email update or notification that they wouldn't be open despite the date being open and booked. Unacceptable!

    Park here for metered parking
    Iris T.

    My 1:00pm appointment worked out great because it was the first appointment after their lunch break. Valerie was very no-nonsense & stoic, but informative when I asked questions. She must be a long time employee because she had the whole dialogue memorized & spoke in a monotone voice. Although travel has been very limited, I decided to get my TSA Precheck now because there were quite a few appointments available. You need to book an appointment online. Sign on door said no walk ins, but a gentleman who showed up said someone told him he could walk in IF there were no shows. He was excited that there were only a few of us, but the room was pretty packed when I was leaving. Although the chairs were spaced apart, social distancing here in such a small space. IdentoGo & TSA Precheck is the same office in the Tissue Genesis Building on the corner.$85 fee for 5 years can be paid with a credit card. They send appointment reminders by email or you can opt in for text messages. Find street parking or park across the street from USPS. The metered stalls are $1.50 for an hour paid with Quarters or credit cards. Update: I signed up for text messaging & received a text the next day my KTN was approved! It may take up to 60 days though.

    Door signage
    Jo Y.

    It is such a hassle going thru the TSA line at the airport after checking in at the airline for Neighbor Island and domestic flights. The long Disneyland-like line zigzags, and you need patience, as there are issues with the lack of adequate social distancing in this COVID time, And the hassle of taking off your shoes, jacket and belt; and your laptop out of its case. Prior to the start of COVID, we have had authorization from Hawaiian Airlines to use the short, hassle-free TSA PreCheck line where you need not take off your shoes, jacket, belt, or laptop. However, with the start of COVID, we no longer had the authorization from Hawaiian Air to use the TSA PreCheck line. Which brings us to where we are now. I recently found out that TSA contracts with IdentoGO to provide travelers departing US airports with expedited security screening in a special TSA PreCheck line so that they need not wait in long lines in having to remove their personal items. (Note that TSA PreCheck is already included if you are approved for other trusted traveler programs, e.g., GLOBAL Entry, NEXIS, or SENTRI.) Note that you need to plan this out, as it will take a number of months prior to formal approval by IdentoGO. Here's my experience: In early Oct. 2021, we thought we could get approval for TSA Pre-Check for our trip to San Diego at the beginning of Nov. 2021. No deal. We had to pre-enroll online, which was not a problem, as our enrollment in TSA PreCheck was tentatively approved. We then had to schedule via online an in-person appointment with IdentoGO staff for fingerprinting, providing an official identification, and payment of $85 (credit card preferred) for 5 years. The earliest date available for an in-person appointment was Dec. 1, 2021. We thought about just walking in, regardless of our appointment date but decided against it because signage on their front door stated that no walk-ins are taken. We weren't even sure if that was true, as other Yelpers noted that they did walk in; however, some had to wait for hours before being called, while others waited for hours and were not even called. Another issue was the availability of parking. IdentoGO is located across the post office in downtown HNL where only metered parking is available on side streets or in the post office parking lot. Yelpers have noted that they've had to re-feed the meters, as waiting time for your appointment could be extensive. Not wanting to deal with the parking issue, I scheduled my appointment at 1:15p on Dec. 1. My hubby would drop me off and would pick me up when I was done. Similarly, hubby's appointment was scheduled for 8:15a on Dec. 2, as I would be drop him off and pick him up when done. We chose an early morning appointment and a right-after lunch appointment (the office closes between 12n and 1p). This was a good strategy, as both of us took only 5 minutes each, since these appointments were the first of the morning and the afternoon and did not allow for staff to fall behind schedule. This is a small office, and at least we didn't have to sit there with others, as there was no COVID social distancing. Now for the frustrating part. It only took one day for my approval to get the Known Traveler Number (KTN) via e-mail; however, hubby did not receive his KTN until 22 days later. We both had appointments within a day of each other and cannot understand why his approval took much longer. I think it would have been even longer if I hadn't tried phoning their call center a number of times to inquire about the status and noting that we had an upcoming Maui trip on 12/23. Each call resulted in the same answer, i.e., I needed to just wait. You'll need a lot of patience. Apparently, processing of the KTN is done randomly, so it doesn't matter when your appointment was, as they have 90 days and even longer to process it. We had a Maui trip planned for departure on 12/23/21, which I had my KTN for TSA PreCheck, but hubby did not. On that day, he received an e-mail notification that it was approved; however, it would take another 24 hours to be given the KTN. Sure enough, he received his KTN the next day after we were in Maui! But at least our return flight allowed both of us to dart thru TSA PreCheck! Once you have your KTN, call the airlines so that they have these numbers in your account, so that the "TSA PreCheck" is printed on your boarding passes. IdentoGO also provides fingerprinting services for state/federal agencies; programs; and industries, e.g., maritime facilities/vessels, commercial driver's license for hazardous materials, adoptions, construction industry, etc. I should at least be thankful that our TSA PreChecks were approved under 90 days and need not worry about the next 5 years. But it still took almost 3 months for hubby's approval, and some people wait even longer. So, plan ahead if you have upcoming trips and wish to use TSA PreCheck for them.

    Michael R.

    Walk ins welcome, just don't come too late. My TSA pre check account was going to expire during my unexpected trip so I wanted to get it renewed before leaving. Being responsible, I went online to the approved website, filled out the questionnaire, picked an appointment date. WTH nothing this month but walk ins are welcomed :) The place opens at 0800, so I left for downtown early. There's only metered street parking. Parking on Richards opens at 0830 but Merchant street metered parking opens at 0700. YESSSSS!!! Parking right in front. And meters here only accept CC. It's a small office with two employees. They both do check ins (present two forms of ID and payment) and processing. Two people were in front of me and we were all walk ins. So now comes the wait because the peeps in front of me didn't do any of the online paperwork. But they did bring IDs and payment in accordance with the website. I guess too busy to do the application at home. Anyway the next scheduled 0830 appointment came it followed by another walk in. The walk in was told he would be the last one so come before 0830 if looking be be seen I guess. The 0845 appointment came in and I was worried I would be there all day. It's $3 per hour on the meter. But after the 0830 was called in, I was called right after. I started with; "Good morning, and this should be quick. Like 10 mins quick" His reply; "We'll see" After seeing it was a renewal and I already did the paperwork the night before, his reply; "Finally something easy to start the day." Eight mins later, my reply; "See you in five years". Overall five stars. Do the paperwork work at home and come early if walking in. This was a quick in and out. Now excuse me, I got 5 mins left in the meter. M

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    7 months ago

    This company could improve by responding to customers when they make inquiries. To date, they have not responded to me. No response at all.

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    5 months ago

    Located in a crumbling building downtown with no A/C, broken chairs in a dirty waiting area, understaffed and overbooked.

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    2 years ago

    Had an appointment, was on time, but the 1 staff member working had a room full of people waiting in here before me.

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    Review Highlights - IdentoGO

    I was so worried about today's appointment to get my TSA PreCheck after reading all the reviews.

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