As part of your application process for US Visa Stamping at a US Consulate or US Embassy, you need to use the US Visa Appointment Online booking system at ustraveldocs.com. The actual online appointment booking system is redirected to CGI Federal website.
Sometimes, some users when creating the profile or going through the process on the CGI Federal website, they get the error “Your personal details match the profile which already exists in our database…“. You cannot proceed further without resolving that error. In this article, we outline the reason for the error and how you can get it fixed.
“Your personal details match the profile which already exists in our database” Error
In the below section, we will discuss the reason for getting a US Visa appointment booking error “Your personal details match the profile which already exists in our database”. Details about why it occurs, and what are the common solutions as suggested by previous users who got the same error.
What is the Visa Profile Match error? When do you get it?
After you created your profile on CGI Federal website and you are in entering your personal data in the relevant section such as your Passport Number, you may get the error that says like below:
‘Your personal details match the profile which already exists in our database. The user id of that profile is “XXXX”. If you created this profile in the past and forgot your password, please use “Forget your password?” function on the login screen. if this email isn’t familiar to you, please contact our helpline through Provide Feedback option in the left menu or by sending the email to our helpline. Please don’t forget to attach the scanned copy of your passport data page to your feedback message/email.’
Below is the screenshot of the above error as it appears on ustraveldocs.com or CGI Federal website.
Reason for Error “Your personal details match the profile which already exists in our database..“?
You would get this error because your passport number matches another profile that already exists on the CGI Federal or USTravelDocs website. The US Visa appointment booking website usually creates a unique profile based on passport number and when it gets a new profile request for the same passport number, it shows this error. Below are some of the common reasons that you can end up in this situation.
- Someone other than you Booked an Appointment for you: In the past when your US Visa appointment was booked, someone else created a profile for you and used your personal details to book your appointment. This usually happens in cases such as H1B, H4, L1, L2, or other visas, when the employer books the appointment on behalf of their employees. This could be your current company or the previous company that you worked for, which created this profile and booked your appointment. It could also be in cases where you used an agency or an agent to book a visa stamping appointment.
- Forgot Previous Email: It could also be that, you have created a profile in the past and you forgot that email login and have created a new profile now and using that to book an appointment.
In a nutshell, the main reason for the error is a duplicate profile that exists based on your passport number. Now, let’s look at how to fix the error.
You may also check details for different errors: Your Request cannot be processed and User Cannot be Created
How to fix the “Your personal details match the profile …” Error?
Below are some of the solutions to fix the profile exists error. Some are based on the feedback from USTravelDocs, some are based on users’ experiences.
Option 1: Submit Query using “Provide Feedback”
When you are on the error screen, you would also see an option on the left-hand navigation that says “Provide Feedback” as shown in the below screenshot. You need to click on that first.
After you select that option, you will get a form that has two options. One is you need to select the reason for feedback from the dropdown. In that, you should select “Online System Errors“. Also, you have the option to add an attachment, you should add a copy of your passport that has your details. Both the front and backside of the passport with your biographic info and address information. See the below screenshot on how it looks.
In the Comments section, you need to write two sentences saying you do not have access to the previous email and you are not associated with your company or agency and now doing the appointment booking on your own. You need to give the current email ID that you want to use.
Once you submit this form, you should hear back from them within 48 to 72 hours. You would get an email confirmation from them. Once you get confirmation, you can login with the given new email ID and you can check the profile by the ‘update profile’ section on the left-hand navigation. You can verify the passport and other info there. If any mistakes, you can update them there.
Option 2: Contact your Employer or agency and ask to remove your details
You can contact your employer or agency, who have booked your appointment in the past, and ask them to remove your passport and profile info from that. This may or may not be possible if you are not working with the company and it can be a hassle to chase others. But, this is an option for you to try though if you have access to the people who booked your previous appointment. This is the fastest as there is no need to wait if you get hold of the person or company.
Option 3: Call Customer Support and ask to Merge Profiles
You can call USTravelDocs customer service or email them and ask them to merge the profiles. They will ask you to again email and submit proof for this so that they know that you own the passport. This is more or less like the first option. This email and phone number for support vary by country. For India, the support email is support-india@ustraveldocs.com
What was your experience trying to solve the error? Share your experience in the comments below.
You can also check out details of other common errors like “Error occurred while loading a Visaualforce Page” or “Your Group Size is Larger than current allocation”
I got replay from customer care after 10 days and they said to close any application and i will be able to update it but even after doing so, I can’t update the profile name
(BIO DATA lock issue and PAYMENT TYPE drop down issue)
In the new portal if you create the primary applicant (emaild 1); and added the dependents using different email IDs (emaild 2 and emailid3) and made the payment without creating separate profiles for dependent by using (emaild2 and emaild3)..You can’t book the appointment and will throw the systemError.
Issue 1 ->SystemError when select a date to schedule an appointment.
Solution – Make sure to create sperate dependent applicant profile with email ID used to add into primary applicant If any mismatch in these profiles data, email IDs we cannot process further. Please reach customer care and avoid all your Eng/developers Idea to correct yourself..
Issue 2-> if dependent profiles need to be removed from primary applicant..
Solution ->
1. recreate application in primary applicant profile instead of removing the dependents. This is best option..
2. Even after schedule an appointment, or after the payment through primary applicant along with dependent fees.
3. Please avoid duplicate profiles to be created with same BIO DATA – it will be nightmare to get solution with back office; even customer care cannot fix the issue..
Issue 3 -> if dependent profile accidentally removed from primary applicant.
Solution ->
1. First thing is never remove dependent profile from primary applicant. Once you remove dependent profile from primary applicant and you can’t add back.
2. Try for recreating application.
3. Any corrections with profiles; please reach customer care to solve the issue.
Issue 3 -> “BIO DATA LOCKED issue” and “PAYMENT DROP DOWN” will not show based on below three conditions.
1. Multiple (duplicate) applicant profile creation with same BIO DATA.
2. Too many tries with dependent profile to recreate application to schedule an appointment.
Solution 1->
1. wait for 48 – 72 hours. If accounts can be unfrozen.
2. If the wait period not resolved , below are the steps and longer process. And need multiple follow-ups with customer care and back office team. Elapsing time too much..
a. First create the case with specific details of dependents from the primary applicants.
b. Case Subject and description – “Dependents applicant profiles” separately created and having “bio data locked issue” and couldn’t proceed further to update email address. Could you please unlock the accounts to update email address.
a. Please mention all these in the case description.
i. And added dependent profile for my spouse and child.
a. Spouse (login ID)
a. Passport No – “xxxxxxx”
b. Full Name – xxxxxxx
c. DOB – xxxxxx
d. Email – xxxxxxxx (used earlier)
e. UID – xxxxxxxx
a. Child (Login ID)
b. Passport No – “xxxxxxx”
c. Full Name – xxxxxxx
d. DOB – xxxxx
e. Email – xxxxxx – (used earlier).
f. UID – xxxxxxxxx
ii. Attache – all the screen shots for the bio data lock issue, payment option drop down, passport details of dependents.
b. Call customer care and provide the case details; once the accept they assign the case to back office.
c. Wait for the update – May take couple of hours or day/2 ( follow up with them again to highlight the case/issue with concern team)
d. Once the account unlocked; they can update the email IDs for dependent profiles (Get ready with new email IDs); so we should wait until they unlock the dependent profiles.
e. The last step – call customer service
f. And create NEW case from primary applicant ; to update new email IDs for dependent profile and let them know the dependent profile unlocked.
a. SUBJECT – update new email IDs for dependent profile
g. Case Description – Provide step 3, i and ii all details again in the new case, along with new email ID information.
h. Create another case to delete the duplicate profile – Must be valid reason. So, BIO DATA lock issue only can resolve by cleaning these.
i. Once customer care updates the new emails wait for 4 – 24 hours.
j. Create new dependent profiles with new emails ID.
k. You can move on further with payment options to retrieve since new email ID mapped with UID ->mapped to the original payment receipt which already paid.
l. And add dependents into primary applicant by using new email ID..the payments would retrieve now for dependents, since UID ->mapped to the original payment receipt which already paid.
I also deleted my mom’s details from my father’s profile by mistake (for b1/b2). Sent email couple times also trying to call them but not getting any response? Anyotherway I can get a response from them?
I just need to add my mom’s details again with the same email id ( I am getting error email id already exists use a unique email.id). Please help what to do.
Hi Miserable-Knee785 ,
Thanks for taking the time to share your inputs!
I am getting this error when I try to add a dependent (I had added them before but had to remove them due to some error). I haven’t created a separate profile for the dependent but still I’m getting this error. The helpline, email, and live chat are not helpful since no one seems to be monitoring it.
I am.in the same boat too. Were you able to find a solution. Customer service just doesn’t respond.
Hi
I am facing the same problem for one month.
our personal details match the profile which already exists – US Visa Error.
Can you advice me how to resolve this
Mail to support-india@usvisascheduling.com , they will respond in 1 or 2 business days,
the other mail address(support-india@ustraveldocs.com) shared in the form above is not working and you will not get any response from them.
Harish
I have sent email to them multiple times. Not getting any response. I am also trying to contact them via phone but it always says line busy.
Do they actually answer to our queries? Any other way I can reach out to them? Please help.
Preeti
Any luck in getting this issue resolved? I am stuck and not getting any response from customer service?
I am not able to schedule the drop box appointment. After selecting the OFC and clicking on any of the available dates, getting a generic error message. Any suggestion to get this resolved as there is no response from customer service. Could it be because of duplicate profiles in the system as I used the workaround suggested here to overcome the duplicate profile issue for me and my wife.
Hi Mohit
I am facing the same issue when selecting OFC and clicking on any of the available dates, getting the a error “An error has occurred”. Are you able to move forward?
If u are getting personal details match error then. In application change country to some other place ….submit it add ds 160 form and after application is added again edit applcn and change country to india…..i solved problem same way…..
Hi,
By mistake in applicant details i have entered incorrect passport number, I have added dependents and going to pay visa fee , just to check again i find that problem, now i cannot able to edit the passport number can anyone help how to update correct passport number.
God Bless You!
Chetan, were you able to schedule the appointment? I had also used this workaround to overcome the duplicate profile issue for me and my wife. I could move ahead and paid the fees a few days ago, but I am not able to schedule the drop box appointment. After selecting the OFC and clicking on any of the available dates, getting a generic error message. Any suggestion to get this resolved as there is no response from customer service? Thank you
Hi Chetan, so relieved to find this! 🙂 I am struggling with my application. Could you please explain a bit more in detail? Not able to understand how to go about it> Thanks a ton and god bless! 🙂
Hi
I tried your trick and Successfully added dependants but I am unable to edit country name back to India
Please help me with your feedback.
Thanking you
Hello
I am facing the same issue. i have tried doing everything possible mailed and called them is there any other way to do. please help its urgent.
When I try to schedule a Visa Interview, I am getting below error message, stating that profile already exists, I am unable to fix this , created a case but no response since 10 days. Tried to reach US Consulate customer care (Old Number : +91 120 484 -4644, New Number 022 6201 -1000) But no luck since 10 days.
Please help if some one come across the is issues and fixed it.
Your personal details match a profile which already exists in our database. The User ID of that profile is ‘XXXXXXXXXXXXXXXX’. If you created this profile in the past and forgot the password, please use the ‘Forgot your password?’ function on the login screen. If this user name isn’t familiar to you, please contact our helpline through the Provide Feedback option in the left menu or by sending an email to our helpline. Please don’t forget to attach the scanned copy of your passport’s data page to your feedback message/email.
On the page where you adding spouse details, I entered an incorrect country as the country of birth, while keeping all other information accurate. It didn’t give me that error & allowed me to add the dependent. After adding, I edited that to India & it accepted without any error.
this worked for me! super helpful!
Denny, this trick worked for me too but then I got stuck while scheduling the drop box appointment as the system keeps giving generic error after selecting OFC and any of the available dates. Were you able to move forward and schedule appointment?
But in this case Visa options are not coming as L2. It is only showing B1 and B2 options.
Varun, I was also facing the same issue so I created another account for me as well using the same approach. That worked and I got L2 option for spouse in the new account but got stuck while scheduling the drop box appointment. Were you able to move forward and schedule appointment?
When you say same approach, you mean changing the country of birth for spouse? Once you confirm, I will follow the steps and then let you know if I get success.
Thank you JGM for the suggestion. It helped to add the spouse and move forward. However after paying the visa fees, I am not able to schedule the drop box appointment as I am getting a generic error after selecting OFC and clicking on any of the available dates. Not sure if this error is due to having duplicate accounts in the system for me and my spouse as I had to use this workaround for both of us. Were you able to schedule the appointment? Any suggestion to work around this schedule appointment error? Thanks
What do you mean by generic error
Browser error that “An error has occurred”. Tried different browsers as well.
Hi JGM,
It’s not working for me, i changed my country of birth to some other country then moved forward to add dependents but then again coming to edit the country to birth, it’s again showing the same error.
Did you you make changes after making the visa payment or before?
Thank you very much, this issue was blocking me for 1 month, with your solution it resolved
Hi
I tried your trick and Successfully added dependants but I am unable to edit country name back to India
Please help me with your feedback.
Thanking you
hi JGM,
I was able to add my dependent back again and it didn’t take me to the payment screen or to choose the receipt for my dependent. however, I get RCE12 in the red banner and then it throws this error :
We’re sorry, but something went wrong. Please try again, and if this persists, contact the website administrator.
Error ID # [50ea6860-e6b3-4366-bf65-0065c57b8d16]
We’ve been notified about this issue and we’ll take a look at it shortly. Thank you for your patience.
9/23/2023 3:33:51 AM UTC
USG 3961e737-f1e1-4028-9a1a-5ed2652d979a
Before doing this, I created a separate profile for the dependent I removed.
Was anyone able to complete the whole journey and schedule an appointment after doing this trick?
Sir I face same problem Your personal details match a profile which already exists in our database. Please help me
I am trying usa appointment but this error showing again and again
In application change country to some other place ….submit it add ds 160 form and after application is added again edit applcn and change country to india…..i solved problem same way…..
Are you getting the correct Visa category for dependent. I have applied for L-1 Blanket but my dependents are also getting L-1 Blanket after changing country of birth. Ideally, the options that I should be getting is L-2.
Did anyone get this issue sorted. I am facing the same problem and want to know how I can move forward
In application change country to some other place ….submit it add ds 160 form and after application is added again edit applcn and change country to india…..i solved problem same way…..
Did it allow you to move forward and book a appointment
Did you got the solutions?
Hey Ravi,
Your issue fixed or not???
Hi,
I was applying for B2 visa for my parents and by mistake i have filled two separate account profile for them now we want schedule a group interview for them so how can i delete one of the account profile.
I ALSO DID THE SAME THINK….TRIED CONTACTING THE CUSTOMER CARE AND THEY SAID TO EMAIL THEM WITH ATTACHED PASSPORT COPIES….NO REPLY YET
CAN ANYONE HELP ME WITH THIS
Hi Harshita, could you please tell me how you got in touch with customer care?
Hi
I’m facing the same issue. Is there any response for you harshita from the customer support side?
In application change country to some other place ….submit it add ds 160 form and after application is added again edit applcn and change country to india…..i solved problem same way…..
Can you tell where the country has to be changed ? In which profile and which tab ?
Hi,
My spouse is trying to add me as dependent (H4) but unable to do so as I already have a visa account from my previous US visa (F1). It says ‘profile already exists’. We tried to create a customer feedback through the profile but no response since 10 days. What to do? We are stuck.
Did you receive response? I have the same issue and there is no response
Ditto , same issue with my Parents visa there is no response since last 10 days. After moving to new system the response time has been delayed also customer care no calls are answered.
Did you receive response? I have the same issue and there is no response
any response?
Iam getting same error in the new Portal when iam trying to add my dependent. Please help me in this regard.
Same here
Same with me
Hi, I have the same error. Please let me know how to get it resolved?
Hi,
I created a profile for B2 visa and have taken appointment for the month of August. Now I find that i can’t make it to the interview as i am travelling to Sweden for long term.
Can I schedule an appointment at Sweden for B2. Please help me how to go about it.
I mistakenly created profile for Norway and paid the Visa fee. Somehow i forgot my credentials now and wanted to create a new profile in India.
The customer care is asking for the UID of the Norwegian profile, but I do not have now.
Neither am I able to create a new profile and nor retrieve the previous one.
What should I do ?
Garima,
You can mention that you do not have access to the same and try to create a new account with new email, system will usually ask for transfer and then you can do it. Reach out to them again and try.
I have an exactly opposite case. I applied from India cancelled the appointment but created another one in Norway. Now even after 10 emails and feedback not able to get the Indian one moved to Norway and get the two merged
Hi,
I was applying for B1/B2 visa for my parents and by mistake i have filled two separate cgi form for them now we want schedule a group interview for them so how can i delete one of the application
How did you resolve this issue? I need a solution for this.
I am stuck in the same issue. No response yet!
hi im face the same issue.tell me please when you get the solution of this issue.rakesh kumar singal
So I applied for an f1 visa and was denied. I contacted my school and my funding was increased, I want to apply again but I keep seeing no date available, but people who have not been previously denied are seeing dates, what do I do, has anyone experienced this and gotten a date, can I create a new profile and see if I will be able to get a date. Please advise me accordingly thank you.
Hi,
I mistakenly made two accounts for Indian visa from Indian embassy. Initially when I was trying to book my appointment, it kept showing visa fro Estonia. So to get rid of that I created a new prfile with a different email Id. Now the credentials for it are matchingwith my older profile and the website is asking me to merge it. I havent made any payments yet, but do they genreally merge the account and solve this issue. I am just a bit panicky right now! How long does it take for them to get back. I have raised the issue via maila nd the feedback page.
Your issue is resolved? I am also stuck with the same issue.
Did your issue grt resolved and in how many days you got a reply back
Will do please contact 7799303826
Hello.
I supported one person to I fill DS-160 form out. In DS-160 I showed his own e-mail addres. A question is:
I created an appointment by my own e-mail. In “creat applicant” section I wrote my e-mail address. Does that make any problems during interview?
what to do in such case . please help me
Some one changed my email address on visa application page now i am not able to log in inside the page please help me with this
Same issue with me. Is that resolve ?
did your issue resolve?
no
By mistake i entered wrong mrv receipt number which has my parents details ..not my details ..How to fix it
I have scheduled an appointment from Nepal, but i will miss the class start date. So, I made another cgi account for India and paid the MRV fee. Now, I am confused if the existing account of mine, here in Nepal, will cause any problem. Can I simply delete my cgi profile of Nepal or what should I do?
Hi there,
Scammer hacked my profile and deleted my current booking date. Every time I try to rebook my date, when ever I put MVR receipt number it’s say invalid. Scammer ask me ransom, even I paid over $200. He still not willing to give me back. What can I do in this situation. Pls help me.
Someone hacked my profile and they changed my user name I try to login I ma not abel to do that
In that I have issue that my passport no was wrong I reach concern team they told it was changed bio metric section
My concern Is how I get my profile
Please do needful
same happened with me too can you mail me dhruvanareddy2404@gmail.com
hi, i am also in same boat.did you got your account back and can you share the steps you have taken.
I am actually suffering from same
i have been involved in same issue and have been facing alot of stress due to this, can
someone can help me out?
Did you get any help on how to recover the account when the email id has been changed?
Hi,
I mistakenly made two accounts for Indian visa from Indian embassy and asked one to merge with the other. I uploaded the passport for the merge but it is past 2 business days and nothing happened. I called customer support and they were of no help, asking to wait for CGI services to merge it.
Now if I make the visa appointment with payment for the original account, and after that the accounts merge, will my payment be merged between the accounts as well? Or do I have to pay again after the merge?
Let’s say your 1st account is abc@gmail.com and the 2nd is xyz@gmail.com. If it asks you to merge abc@gmail.com to xyz@gmail.com, the merge will not happen as long as abc@gmail.com has a valid payment receipt, that is, you have already paid for the visa slot. You will receive an email like this:
Dear U.S. Visa Applicant,
Thank you for contacting the U.S. Visa Service Desk. We would like to inform you that, your profile duplication request needs to be raised from a different / new email address.
Please find the details for cancellation: PROFILE HAS A VALID RECEIPT.
Thank you,
The U.S. Visa Service Desk
***Important: Please do not reply to this email. This mailbox is not set up to receive email.
Please reply what to do in this situation.
An agent has changed my email to his and booked a slot now he isn’t giving me the credentials.
Please help
What to do in such case?
Hi Mr Agarwal! How did you fix this ? I have the same issue .
same thing happened to me, have you gotten a response and how long did it take?
Hi,
In 2020 I applied for B1/B2 visa and due to covid my appointment got cancelled and is scheduled for March 2024. In the meantime, I decided to do my higher studies in US. How to apply for F1 visa? Do I need to cancel my B1 visa appointment? Also, will my B1 application fee will be transferred to F1 visa fee?
first cancel your B1 visa appointment and then you have to change your profile in which you have to select F1 visa category and also create new DS 160 which you have update in your profile
your visa fee of B1 is transferable to F1 category
Hi! I am in the same situation. Can you please guide me what did you do?
Did you get your old application back?