Philippines K1 Visa: Surprise passport delivery problem

[Broke Government 10]

In the beneficiaries US Travel Docs account dashboard, we listed this delivery address a long time ago. Image attached. I removed sensitive information.

 

The beneficiary has passed the medical and consular interviews. Now its time to receive the passport back from the embassy. We were expecting the home delivery. However, we received the following email which I've attached as an image.

 

What is the best option based on your experience? I'm assuming we have to forget about option number 2 since that is for home delivery and apparently they don't like her home address.

 

Thank you.

 

 

[Broke Government 10]

Those are strange phone numbers at the bottom of the email. Country code of (02) ? Is this a scam?

[J.M. 328]

The phone numbers are legit.  Just have it sent to the closest 2GO branch to you and pick it up.

[Broke Government 10]

6 minutes ago, J.M. said:

The phone numbers are legit.  Just have it sent to the closest 2GO branch to you and pick it up.

I just tried both of the phone numbers and my phone wouldn't allow the call and it said "invalid number". I dialed 011 02 8548 8223 and
011 02 7792 8988. I also tried it without the 011 for both numbers.

 

Did you also have to use that VFS link to make payment?

[Edward and Jaycel 2,267]

You have to dial 011 63 then the number starting with 02

[Broke Government 10]

When making the payment on the VFS website it has this section titled "Delivery Information". I am assuming I should put the beneficiaries name and beneficiaries home address here even though we are not having the documents delivered to that home address? And then in the reply email to the email we received, we will put the 2GO location in the body of that email? Or are we supposed to put the 2GO address in this screenshot of the VFS payment portal?

 

 

[Broke Government 10]

I called the US Visa Travel Docs support and they confirmed the applicant's address should be entered into the Delivery Information field within the VFS payment portal when making payment of the 600 PHP.

 

 

[W199 505]

We had the exact same thing happen a few weeks ago with my mother-in-law's passport. Its so frustrating that their new courier doesn't deliver to remote addresses!  I even emailed the 2GO support line several times prior to ask if the address is deliverable and they didn't answer.  And was unable to reach them by phone.

 

In anycase, after getting that same message from VFS, we chose a 2GO facility.  But the 2GO location in the official new list was actually closed 2 years ago. What a mess!!

 

I emailed VFS to ask about the fact that the 2GO was closed and moved to a new address, if that would be  acceptable location to pick it up.  They did not reply. 

 

Rather than risk using the new address of them, we chose a different 2GO office that was still open and listed in the official list of supported premium pick up locations.

 

Then when we paid the 600php delivery fee we used the 2GO address .. we put "first and last name followed by c/o 2GO and the address of the 2GO office.  I did not want to risk using the home address .. I wanted to make sure they sent it to the right place!

 

After doing that and emailing the VFS that we chose that office and sent them the receipt, we got 2 emails saying the passport is out for delivery but do no pick it up until the tracking shows it is delivered. 

 

However, the 2GO tracking website is down and was unable to track it or reach by phone.  Emailed them and they replied it is in transit and waiting for final delivery.  But the same day 2GO did called that it has arrived, and my brother-in-law picked it up with an authorization letter.

 

Great new carrier  .... 

[Broke Government 10]

On 10/15/2025 at 12:48 PM, W199 said:

After doing that and emailing the VFS that we chose that office and sent them the receipt, we got 2 emails saying the passport is out for delivery but do no pick it up until the tracking shows it is delivered. 

 

However, the 2GO tracking website is down and was unable to track it or reach by phone.  Emailed them and they replied it is in transit and waiting for final delivery.  But the same day 2GO did called that it has arrived, and my brother-in-law picked it up with an authorization letter.

 

Great new carrier  .... 

 

We chose a premium 2GO delivery address.

 

Today, we received that same email you received stating the passport is out for delivery but do not pick up until tracking shows delivered. The tracking number was included in their email.

 

We tried to track the package using their tracking number, but there were no results.

 

So I assume they will just call once it arrives at the final 2GO destination. I see that in your experience they called to notify you when it was ready for pickup.

[Broke Government 10]

On 10/15/2025 at 12:48 PM, W199 said:

After doing that and emailing the VFS that we chose that office and sent them the receipt, we got 2 emails saying the passport is out for delivery but do no pick it up until the tracking shows it is delivered. 

 

However, the 2GO tracking website is down and was unable to track it or reach by phone.  Emailed them and they replied it is in transit and waiting for final delivery.  But the same day 2GO did called that it has arrived, and my brother-in-law picked it up with an authorization letter.

 

Great new carrier  .... 

 

Do you remember about how many days it took for the passport to go from Manila to the 2GO delivery location? Ours is going from Manila to Ozamiz. I believe we are on day 3 now. Just wondering about how long we should expect to wait.

[W199 505]

3 hours ago, Broke Government said:

 

Do you remember about how many days it took for the passport to go from Manila to the 2GO delivery location? Ours is going from Manila to Ozamiz. I believe we are on day 3 now. Just wondering about how long we should expect to wait.

We actually got a 2nd email, 2 days later with a similar "out for delivery" message, but formatted slightly differently.  It was probably about 4 days from the original email that we got call that it is ready for pickup.  But our delivery location was just 2.5 hours from Manila.  Your location will surely take 2-4 days longer.

 

I don't know how you tracked it, because when I click on track and trace from their web page, the server is down. https://supplychain.2go.com.ph/CustomerSupport/tools/tracking.asp

 

But I was able to track it both by sending email the 2go support line (expresssupport@2go.com.ph) and by sending them a message on messenger (to their fb page). They replied overnight.

 

About a few days after we picked up the passport, the passport status in the CEAC webpage where we did the DS-160 was updated to "picked up".  The delivery address there was not updated to the 2GO address. 

 

Edited 3 hours ago by W199

[Broke Government 10]

50 minutes ago, W199 said:

I don't know how you tracked it, because when I click on track and trace from their web page, the server is down. https://supplychain.2go.com.ph/CustomerSupport/tools/tracking.asp

 

 

Thank you for your detailed response!

 

Yes, the server has been down for me every time I try to check it. I searched around online and Google says we can apparently track 2GO shipments with other online shipping tracker tools. I'm not sure how accurate or true that is but I tried the 2GO tracking number in several other online tracking websites and the results were always "not found".