A denial means the US authorities have decided you are not eligible to travel under the Visa Waiver Program. We tell you as soon as we have the decision, and the refusal document is available in your tracking area.
Why no reason is given
The authorities do not explain their decisions, to you or to us. We have no more information than what you can see, and nobody offering ESTA services has a channel to ask.
Be careful with anyone who offers to find out why, or to get a denial overturned. That is not something that can be bought.
What a denial is not
It is not a ban on entering the United States, and it is not a permanent judgment about you. It means this route, the one that skips a visa, is not open to you.
What you can do
Apply for a visa at a US embassy or consulate. This is the normal path after a denial, and it lets you explain your situation to a consular officer, which the online form never allows.
Check that nothing was wrong on the application. If a passport number or a date was entered incorrectly, that is worth telling us about.
Do not simply apply again with the same information. A second identical application usually gets the same answer.
If you bought the approval guarantee
You are refunded 100% of what you paid for the application: the service fee for your plan and the government fee. Only the $30 paid for the option itself is kept.
Contact us at [email protected] with your file number to claim it. The claim has to reach us within 30 days of your payment date, and the refund goes back to the card you paid with, usually within 5 to 10 business days depending on your bank.
The guarantee applies to a file that was complete, accurate and truthful. There is a separate article setting out every condition.
If you did not buy it
The service you paid for was carried out: your file was prepared, checked and filed. A denial is a decision by the authorities, not a failure to deliver the service, so no refund is due.
We may, entirely at our discretion and as a commercial gesture, offer a new submission free of charge or at a reduced price. Ask us, but please treat it as a gesture rather than something you are entitled to, because that is what it is.
Your trip
If you have flights booked, deal with the airline early. Travel insurance sometimes covers a refused authorization, and it is worth reading your policy before cancelling anything.