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How do I get my original passport and supporting documentation back?

by Michelle
(San Francisco, CA)

Question: I recently applied for and received a new passport due to a marital name change, however I only received my new passport, and I would like to receive my original passport back for record keeping purposes as well as my original copy of my marriage certificate. How can I obtain this back?

Answer: Your original passport and marriage certificate should arrive soon. These documents are usually sent separately from the new passport. If they do not arrive after a couple of weeks, please contact the National Passport Information Center by calling 1-877-487-2778 toll free.

Automated Passport Information is available 24 hours a day, 7 days a week.

You can speak with a representative Monday-Friday, 8 a.m. to 10 p.m., EST, excluding federal holidays.

Comments for How do I get my original passport and supporting documentation back?

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Dallas, TX
by: Randa

Question: How can I have my papers back I cancelled my application and I'm traveling with my green card at the end of July and i need my green card back.

Answer: Hi, Randa. Please contact customer service at 1-877-487-2778 or 1-888-874-7793.

Your number automatically hangs up
by: Susan

Question: Your number doesn't work.

Any other suggestions of where to call to get 2 birth certificates back that were never returned?

Answer: Passport services can be reached through the following numbers:


Complaints can be reported through the following channels:

-Online: Complete a Customer Survey Form
-Phone: 1-855-865-7755
Monday-Friday: 8:00 a.m. to 10:00 p.m. Eastern Time
Saturday: 10:00 a.m. to 3:00 p.m. Eastern Time
*Except Federal Holidays
-Kiosk: Located at a passport agency or center. Press the button that best describes your experience at the agency.

Birth certificate
by: Anonymous

Question: My passport came in couple months ago but my birth certificate hasn’t came in.

Answer: Please contact customer service at 1-877-487-2778.

Support docs will take up to 2 weeks to arrive?
by: Anonymous

Question: My daughter's passport arrived on Thursday June 7th. I called today to check the status and they said that docs were sent on Monday and that they will take up to 2 weeks arrive.

We are having a family emergency and I need the birth certificate to apply for the other nationality passport and we need to travel by the end of the month.

I paid to expedite! I thought it would include the passport and the docs mailing services.

Any thing else we could do? We need assistance ASAP.

Answer: The expedited fee covers processing and mailing of the new passport but the documents should arrive only days after the passport does. You may contact customer service to follow-up.

Have Patience
by: Anesia

My passport application had the incorrect address, I was able to pick up my passport from the post office, because it had a tracking#, but I didn’t have the same luck with my supporting document which happen to be my Citizenship Certificate. I called the 877 twice and I had 2 very helpful representatives. They took my correct address and emailed it to the proper department. I then received a call, from a wonderful lady, who informed me my documents had been returned by the post office and that she would re-mail it to my correct address. The very next day after that conversation (today in fact) I received my document priority mail. So have a little patience and being nice goes a long way. The reps are trying their very best to help. I admit I too was very skeptical after reading these stories, but I had a happy ending.

Didn't receive my son's birth certificate
by: Anonymous

Question: We got our son's passport but after 1 month and half, we still didn't receive his birth certificate. I called 4 days ago, the representative told me he will put a document for it. I called today, the other representative said the record shows it got mailed out more than 1 month and half ago, and he saw the document said the birth certificate not received. He asked me to call back 5 days later to check the status as with the document they may contact post office for details. I have a feeling that they lost it somewhere.

Answer: It is possible. Aside from contacting passport services, you may also contact USPS to try and track the parcel containing the important document.

Did not receive my citizenship certificate
by: Nhung O

Question: I received my passport on April 26, 2018. And now after 2 weeks already, I still have not received my citizenship certificate yet. I have called 1-877-487-2778, they said will call back and let me know the reason, but I did not get a call.

Answer: Please call customer service again and ask to speak to a supervisor to possibly get a better resolution to your issue.

Birth certificate
by: Anonymous

Question: I never received by birth certificate back after applying for passport in Feb 2018!

Answer: Please contact customer service at 1-877-487-2778 for assistance in tracking the whereabouts of your document.

Denied application, when do you send my stuff back PLEASE
by: Anonymous

Question: I recently applied for a passport but failed to provide the identification documents needed so I mailed in a letter to you guys stating that I want my application CLOSED and my birth certificate sent BACK ASAP.

You guys got the letter on the 17th of this month and now it is the 28th. How long does it take for you guys to mail me back my stuff? I need it DESPERATELY for legal matters going on. I was told the agency needs "time" but another agent who told me to mail the letter in said it would only be 5-6 days. PLEASE HELP.

Answer: Please call the National Passport Information Center for updates. The number to call is 1-877-487-2778.

Birth certificates
by: Anonymous

Question: I applied for my daughters passports in February and received them the same month. Its April and I still haven't received their birth certificates.

Answer: Please call the National Passport Information Center at 1-877-487-2778.

Original US Naturalization Certificate was not returned by NPIC
by: LPorter

Question: I just realized that in order for me to secure a true certified copy of my US Naturalization Certificate from USCIS that I need to pay them $555.00, I was not so happy about the price, but I was not happy about NPIC because you only mailed me my Passport but FAILED to return my Original US Naturalization Certificate. After reading everyone having the same issues about this, I would like to file a formal complaint, so that this can be investigated, because I literally have no $555.00 available to secure another Original Copy of my Naturalization Certificate which was already given to me before, yet, it was not returned by NPIC. Please reply. Thank you!

Answer: We deleted your email for security reasons. You may file a formal complaint here.

Certificate and naturalization and passport card
by: Anonymous

Question: I received my passport today, but no passport card, and no return of my certificate of naturalization. I've read horror stories on here of the same thing happening to other people. I am very upset given that it takes so much work to get a naturalization certificate in the first place and the post office was adamant it had to be stapled into the pack. This is in shambles, and needs to be straightened out. I am still wondering why I had to send the federal government a certificate that they gave to me. I do not know what to do since I cannot afford to pay for a new one!

Answer: It is customary for the citizenship evidence, passport card and passport book to be delivered in separate mailings. Please expect your documents to arrive in the next several days.

Name change document and old passport
by: Anonymous

Question: I have made complaints several times but I haven’t got any positive response yet. My new passport arrived on January 27 in the mail, I did not receive my old passport. It has all my visas and my other documents. It has been almost 6 weeks now and I am still waiting for my documents. I have called everywhere I should to inquire about documents but no one has any idea about it which I think is really strange. Does anyone have any idea who should I approach?

Answer: Some users have had positive responses after they have registered a formal complaint with the National Passport Information Center.

Birth Certificate
by: Anonymous

Question: We applied for our passports on Feb 16th, we got the passports on Saturday 3/3, supporting documents on Monday 3/5. I received 3 of 4 of out birth certificates in the mail on Monday. How do I get the 4th family members birth certificate back?

Answer: It should already be on its way. If it does not arrive in the next few days, please contact customer service at 1-877-487-2778.

Passport issues
by: Toni L

Question: My husband and I applied for a passport on the same day, I’ve received mine 2 weeks later, he still hadn’t gotten his or our info back. I’m confused, is there someone I could call?

Answer: Hi, Toni. If it is still well within the 4 to 6 weeks processing time, there is no need to worry. You may check the status of the application online or by call customer service at 1-877-487-2778.

The documents you sent with your application will be returned in a separate mailing. It should arrive within a few days of the new passports.

How do I get my original certificate of Naturalization back?
by: Anonymous

Question: I received the passport and passport book but never receive the original certificate of naturalization back. It's been already couple of month i got the passport.

Answer: Please call the National Passport Information Center at 1-877-487-2778 for assistance.

Did not receive legal name change document back
by: Htet Linn Oo

Question: I haven't received my document back so I called the passport office and sent a request in writing to the Virginia office but I still have not received my document back yet. It has been about 3 months now.

Answer: Please register a formal complaint to passport services. Many users have had positive responses after having done so.

Need my Naturalization Certificate back
by: Asadova L.

Question: Hello. I received my passport today, but I was not sent my certificate of naturalization back. What should I do?

Answer: Documents sent with passport applications are returned in a separate mailing from the new passport. Your naturalization should be on its way and will be arriving any day soon.

Lost BC
by: Serena

Question: I applied for a passport in may and received the passport in a few weeks but still have not gotten my birth certificate back. I am going to college and applying for jobs so I need my BC. What do I do?

Answer: Please call 1-877-487-2778 to speak to a customer service representative.

Recorded never receiving daughter's information
by: Jennifer

Question: I went into a local passport USPS office and submitted required paperwork for my 3 children to get their passports, 2 were first-time passports, and my 3rd had had one as a baby. The 2 that have never had one has already been processed and returned, my other daughter's passport and birth abroad certificate is showing as never having arrived. What do I do? They have processed my renewal and the 2 of my 3 children. My eldest was sent out at the same time.

Answer: Please call 1-877-487-2778 to speak to a customer service representative.

Never get my baby's birth certification back!
by: Anonymous

Question: I got my baby's passport but never got his supporting documents back. I found a lot of people has the same issues. It is really ridiculous they only accept original BC but never protect them well. You should only require the copy since it is very easy to get our BC lost!

Answer: Documents sent with passport applications are sent back in a separate mailing from the new passport. The document/s should arrive soon. If it does not, please call 1-877-487-2778 to speak to a customer service representative.

Original Certificate of Naturalization
by: Anonymous

Question: I recently just became a U.S. citizen and applied for a passport with the original certificate of naturalization.

I have since gotten my passport, however the certificate of naturalization is not the original one.

I can tell due to the the photo, originally, the photo was glued to the certificate. The one I got back is a copy. It does have a indented water mark.

Would this still be considered original, if I want to apply for a passport again later?

How do i go about getting back the same one that I sent in?

Answer: You will no longer need your naturalization certificate when you renew your passport in the future.

Please call customer service at 1-877-487-2778 to inquire about getting your original naturalization certificate back.

How can I get my name change document back?
by: Lynn

Question: Houston Passport Agency did not send my Name Change document back to me by mail Now i need apply for Social Security name change How can i do and where i can get my name change document ? Thanks

Answer: It is customary for your name change document to be sent in a separate mailing from your new passport. If you just received your passport, the documents should be on its way. It should arrive in a couple of days.

If it does not, please call customer service for assistance at 1-877-487-2778.

Did not get passport or original documents back
by: Anonymous

Question: I requested for a passport book, passport card, and submitted my documentation appropriately. I received my passport book but did not receive either my passport card or original documentation back. I called the number listed and evidently, there's nothing that can be done except pay another hefty fee for my lost birth certificate replacement and pay another fee to request for a passport card again.

Answer: Passport books, cards and documents are sent in three separate mailings. If you received your passport book recently, the card and documents should be on their way.

Naturalization certificate and passport
by: Anonymous

Question: Hi, I applied for a passport on the day of the oath taking ceremony but I forgot to put in the naturalization certificate. How do I correct this problem? Will they still process my passport?

Answer: Your application will be returned to you since it lacks your evidence of U.S. citizenship. Please call customer service at 1-877-487-2778 for further assistance.

Will the green card be sent back?
by: Anonymous

Question: I applied for my son's U.S. passport 2 months ago. I received everything except the his green card. Are they gonna keep the green card? My son his 17 years old.

Answer: Please call 1-877-487-2778 to speak to a customer service representative.

Worst process ever
by: Anonymous

Question: I lost my passport and applied for a new one over 8 weeks ago now. The process should have taken up to 6 weeks. I call everyday and all they tell me is that it's still processing and that there's nothing I can do but wait. No other information is given at all. They said that if I don't receive it 13 days before I leave on my trip on July 14th that I would need to reapply. What kind on nonsense is that? How am I to reapply when I haven't received the birth certificate and other supporting documents that I would need in order to reapply? I cannot believe this is a government agency that is responsible for such sensitive information with the worst possible customer service on the planet. Not to mention that I already paid and would need to come up with more money to now get an expedited service on my passport if it's even possible at this point. I really don't know what to do. There is only one number to call to get answers for all these issues and no one helps.

Answer: Routine service takes approximately 6-8 weeks to complete. It may or may not take longer than that. You can visit the closest regional passport agency 2 weeks before your scheduled trip to see if they can provide a speedy resolution to your problem. They may be able to expedite your application if you bring proof of immediate international travel.

Child Birth Certificate Never Recieved
by: Keon Buchanan

Question: I filed for my daughter's passport since March 2017. She has received her passport but NOT her Birth Certificate. I want my child's Birth Certificate NOW. I have called 877-487-2778 on May 17, 2017 and on May 30, 2017. No one knows where my child's birth certificate is at and I still have not received it yet. I demand answers. This is ridiculous. The U.S. Government should do better with handling peoples vital information. I don't think its right that we have to send Original documents anymore after this has been a recurring issue of lost or misplaced within this organization. I hold you all accountable and I WANT something DONE NOW! Today is June 14, 2017 and I DEMAND my child's birth certificate NOW!

Answer: Please register a formal complaint at the National Passport Information Center.

Never received BC back
by: Nicole Garcia

Question: Hello,
I applied for 3 passports at the same time. I received the passports for my son and me but never did get my daughter's back. It has been months now.

Answer: Please call 1-877-487-2778 to speak to a customer service representative.

Where's my son's birth certificate?
by: Anonymous

Question: I never got my son's birth certificate back. It has been months since I applied for the passport. I spoke to a supervisor at 1-877-487-2778 and I got in contact with the passport office and they said there's nothing they can do. I need it back or the money to get a new one.

Answer: We are sorry to hear about your predicament. While this is not a common occurrence, documents may sometimes get lost while in transit. We recommend that you file a formal complaint at the Passport Services feedback page.

Application and documents status??
by: Anonymous

Question: I applied for my 1st passport May 2016. I have been married for 10 yrs and had been using my maiden name until last month when i finally decided to change it to my married name. So being that my passport's only been issued less than a year I decided to also change my name on it since it still supposed to be free. I mailed my application along with my original marriage certificate and current passport. The last status I got online was that letter would be sent to me. It'd been over a week and still no letter in the mail nor my documents back. I'm worried that my documents would be lost in the mail or not sent back?

Answer: Once the process is completed, your passport and documents will be sent in separate parcels. One may arrive sooner than the other. If both do not arrive in the next few days, please call 1-877-487-2778 to speak to a customer service representative.

Birth Certificate
by: Anonymous

Question: I apply for my son's passport in February, got the passport and never the birth certificate. I called the 1800 number and nobody can't help me. I need my birth certificate back or else the money to get a new one. It's not right that I have to pay for something they lost.

Answer: It is customary for the passport and citizenship documents to arrive in separate parcels. The birth certificate MAY have been lost while in transit. Please call 1-877-487-2778 and ask to speak to a supervisor who might be able to assist you in tracking where your document is.

Birth certificate
by: Anonymous

Question: I never did get my original birth certificate back. Since it was the first time getting a passport (2005), I just thought that was how it was done. I had to scramble to get a copy, which was a pain and it doesn't include all the original information. Now that I'm renewing, I want to see about getting my original back. Sure hope they still have it on file.

Answer: If you still have your passport and it is in good condition, you may apply for a renewal by mail. You do not need your birth certificate to do this.

Passport services keeps records of passports. However, these records can only be used as evidence of U.S. citizenship for passport application purposes. They do not keep birth certificates on file; they are sent back to the applicants once the process is completed. Documentary requirements are generally sent separately from the passport. Your birth certificate may have been lost in transit. You may call 1-877-487-2778 to speak to a customer representative.

Original (?) Passport returned, bizarre packaging
by: Marena

Question: My son's birth certificate was sent back to me, but the packaging seems suspicious. The BC was enclosed in a manilla envelope but in order to open the BC, I had to fold and tear the perforated edges of the actual document. This is clearly not as I sent it. Is this normal to be resealed like this?

Answer: Please call 1-877-487-2778 to discuss this issue with a customer service representative.

They said my birth certificate was not original?
by: Anonymous

Question: I recently applied for a passport, but was sent a letter stating that the birth certificate I sent was not the original. But it was the exact birth certificate that my mother got from the hospital after I was born. What do I do, or who do I contact about this? Thanks.

Answer: If you want to talk to someone in Passport Service, call 1-877-487-2778. If you want to get a certified copy of your birth certificate, contact the vital records office of the state in which you were born.

need certificate of naturalization back asap!
by: Anonymous

Question: My application for passport was denied because of an unpaid balance at child support services. I cant pay the full amount at this time and would like to cancel my aplication. I need my certificate of naturalization as soon as possible for proof of citizenship at the Department of Motor Vehicles. How soon can I get my certificate back?

Answer: Please call 1-877-487-2778 to speak with a customer service representative.

Need my Citizenship Certificate back HELP!
by: Anonymous

Question: Hi! I applied for the passport and sent my Citizenship Certificate with it. I now need it back ASAP. is it possible to request for it back? I am willing to pay extra to expedite it or expedite the process.

Answer: Your supporting documents will be mailed to you after your application has been processed. Please call 1-877-487-2778 to speak with a customer service representative about the possibility of expediting your passport application.

Passport card
by: Anonymous23

Question: Ok. So if I needed my passport card back how could I get that back? And how long would it take? Cause I'm traveling soon and just found out I needed the card only not the passport book? Is there an expedited service to get that back? Thx

Answer: If you sent your passport card with form DS-82 in order to get a passport book, the card will only be returned after the book is issued. Routine service is taking approximately 6 weeks. Please call 1-877-487-2778 to speak with a customer service representative about the possiblity of expediting your application.

Application status
by: Anonymous23

Question: My application status online says I will be receiving a letter in the mail with information about my application status. What could this possibly mean? I've called the number to ask and they tell me theirs shows it's still being processed ? Any help!!

Answer: Since we do not have access to this information, we cannot say for sure. Possibilities include a request for additional citizenship and/or identification documents, unapproved passport photo, denial due to child support arrears or something else.

I need my original passport back!
by: Anonymous

Question: I had to have a change of information on my passport. I did receive my new passport. A few days later I receive the supporting documentation that was required to issue me a new passport which came via mail on 6/22/16. Now it's the 25th of July and my original has not been returned. I contacted the passport info center and gave them all the information 2 weeks ago but haven't heard anything. Is it lost for good? Is there anything I can do? I need my stamps to show proof I had residency in another country.

Answer: We recommend you contact NPIC again by calling 1-877-487-2778. If they cannot provide you with the information you need, we recommend contacting the post office to see if they can assist you.

Never sent back my documents
by: Kat

Question: I sent my child's documents in for her passport, we had a family death internationally with all that was going on I totally forgot that I sent my original papers to the office. 5 years later I am applying for my newborn and realized that the office never sent back my documents. This whole time I was blaming my children's father for misplacing them when it was the OFFICE this whole time... I am upset.... and I want my documents back, we should be able to send copies or scan the documents at a local office if you guys can not return our stuff.

Answer: Supporting documents are mailed back to applicants. If you never received them, it may be that they were lost in the mail. Please call 1-877-487-2778 to speak with a customer service representative. We also recommend you contact your local post office. If you need to replace the document, you can obtain certified copies through the vital records office of the state where the event occurred.

Original Documents
by: Anonymous

Question: If passport is denied because of child supporta arrears, are the original documents kept until issue is fixed or are they sent back separately?

Answer: Documents are returned 90 days after application submission so that the applicant has time to make resolution. For more information, call 1-877-487-2778 to speak with a customer service representative.

original birth certificates not returned
by: Anonymous

Question: Received new passport and old passport for my kids in two mailings but have not received the original birth certificate for either of them.

Answer: The birth certificates should arrive soon. If they do not arrive within 10 business days, call 1-877-487-2778 to speak with a customer service representative.

by: Sara

Question: I got my sons and myself passports in January 2015 but I didn't receive any documents. Please send all the documents. I see that I am not the only person that I have not received it.

Answer: Please call 1-877-487-2778 to speak with a customer service representative.

Original documents not received! HELP
by: Lupe

Question: Hello, I have received my new u.s passport but did not receive the original documents that I submitted with the application. Will I get those back if so when and how long will it take?

Answer: Your supporting documents should arrive soon.

Is it possible to request the documents back
by: Anonymous

Question: I need the birth certificate back and it may be still some weeks before the passport is issued. Its been 4 weeks since we applied. Is there a way to request to get the documents back quickly?

Answer: The document cannot be returned until your application is processed and the new passport sent. If you call to request your birth certificate, the application may be canceled.

In order to accelerate the process, you can call 1-877-487-2778 to request for your application to be expedited. There is a $60 fee for this service.

Birth Certificate and Expedited Service Fee
by: Adavid

Question: I'd like my birth certificate back along with the money I paid for expedited service. I'd like it back asap!? Please.

Answer: Birth certificates are returned after the application has been processed and the passport either issued or denied. The document may be sent separately from the passport so it can arrive on a different day.

If you applied directly, please see how to get a refund for expedited passport service.

If you applied through an expedited passport courier service, then you need to contact the company through which you applied.

by: jack

Question: I can stay there for this summer. Not only me my family is also coming with me. I need to know whether I could get a passport to US if I am from Pakistan. It is very difficult to get that I know but as a tourist how long.

Answer: U.S. passport are only issued to U.S. citizens and non-citizen nationals. In order to visit the United States, you need to have a valid Pakistani passport and the proper U.S. visa.

Original Documents have not yet been received
by: Claire

I have applied for an US passport. I have received the passport successfully, nevertheless, I have not received the original documents I sent out along with the passports forms.

I have phoned the National 877 number and they advised me to wait for a week.

I don't think it's a good and wise idea for the state gov. to keep and mail back such sensitive materials with all of my personal information on it.

Copies of true documents should be accepted.



Certified copies are accepted. If you do not feel comfortable sending original documents, you can apply for certified copies and send those.


Birth Certificate
by: Tracy

I too have received my passport but have not received my original birth certificate back it has been since Oct. What do I need to do to get this documentation back since I am traveling in April.


Please contact the National Passport Information Center at 1-877-487-2778 or send an email to

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