Knowledge Base

Do applicants receive an appointment confirmation email after scheduling their appointment?

Yes. Below are samples of a confirmation email (sent after a booking is scheduled) and a reminder email (sent 24 hours prior to their appointment). If they did not receive an email, please have them check their spam folder. We have been noticing that it is getting caught up in spam filters.

 Confirmation Email: 

24-Hour Reminder Email: 

How can I cancel and reschedule an appointment?

You can cancel or make changes to your appointment by clicking on the link in the confirmation email you received from Veribook (our online scheduling system). If needing to reschedule the appointment, it is best if you cancel the appointment and then schedule another appointment. We are unable to provide any additional days and times other than what is shown on Veribook.

When there are no other appointments available, who can we refer callers to?

Refer them to www.travel.state.gov. They should click on the “Find Location to Apply” button. They can search other locations in the area that may have more availability than we do. Our scheduling system is on a 45-day rolling system, which means new appointments become available at 45 days out from the appointment day. They should also check back on the website often. If an appointment is cancelled by a customer, it opens it up for another applicant. They can also try scheduling single appointments instead of one appointment for multiple people. They will have a better chance of finding a 30 minute appointment for one person, than a bigger block of time for more applicants.

 What is the Washoe County Clerk's role and expertise in the processing of passports? 

We accept and execute passport applications for first time applicants and children. We can take photographs for $15 per person. We offer routine service (10-13 weeks to process) and expedited service (7-9 weeks to process). After the passport application is accepted by our office, it is mailed to the U.S. Department of State for processing.

 What is the Department of State's role and expertise?

The U.S. Department of State processes the applications and contacts applicants if further information is needed from them to finish processing. Their role is also to provide assistance to the applicant regarding what documentation is needed to apply, how to apply and where, and answer any questions regarding the forms. The U.S. Department of State is also the only point of contact for applicants after applicants have applied with Washoe County.

 What website should we use to refer people to the Department of State?

www.travel.state.gov The primary customer support phone number is 1-877-487-2778. Representatives are available Mondays through Fridays from 8:00 a.m. to 10:00 p.m. Eastern Time, and Saturdays and Sundays from 10:00 a.m. to 3:00 p.m. Eastern Time. Email: National Passport Information Center: NPIC@state.gov

What is the Clerk's Office Passport Appointment Availability?  

Appointments are available Monday through Friday 9 a.m. to 3 p.m. 

How can I file a passport renewal? 

Most renewals can be done by mail. The Clerk’s Office does not process adult passport renewals. If you have a passport that was issued less than 15 years ago and you were at least 16 years old when it was issued, you may be able to submit a self-service renewal. Please visit www.travel.state.gov to see if you qualify to use the service. We are able to take the photo for $15 per person on a walk-in basis, if staff is available. 

Need passport before 7-9 (expedite service) weeks?

Customers with urgent travel needs may apply in-person directly with the Department of State at one of the twenty-six public Passport Agencies and Centers in the U.S. The closest one to us is San Francisco. Information on this can be found on the Department of State’s website: www.travel.state.gov They also have the option of contacting a company that offers passport hand-carry services. They must be able to provide proof of travel, such as plane tickets. We are unable to refer them to a specific company. They can google passport hand-carry services and choose one.

Do customers need to submit their original copies of birth, naturalization certificates and other official documents? 

Yes, the Department of State requires us to send the original document in.

What forms of ID can I present in filing for a passport? 

There are various primary and secondary forms of IDs that are acceptable to submit. Click here for a list of acceptable IDs.