How to get a passport: what to say at the post office
You want your first passport, so you go to a passport desk, for example at a post office. An agent helps you at the counter. This is what to say, in simple English. Say hello and say that you want to apply. Show your birth certificate and your photo ID. Give the agent your passport photo. Sign the form in front of the agent. Hear how long the passport takes, then ask one last question and say thank you. Level 2 is a second visit: say that your form is ready, say when you took your photo, hear about the two fees and say how you will pay, choose regular service, hear that your papers come in two envelopes, check your address, and ask how to follow your application online.
Level 3 is about a problem: a letter says your photo was not acceptable, so explain what happened, say when you will send a new photo, say how it will look, say when you travel, find the information number, and ask how you will know that your new photo arrived. Listen to each line, then practice with Mr. Alvarez in the game. The papers, the fees and the time are a little different for every case, so check travel.state.gov before you go.
Useful phrases
Hello, I would like to apply for my first passport.
Say hello, then say what you want: "I would like to apply for my first passport." "Apply" means ask for it with a form.
Yes, here is my birth certificate.
A birth certificate shows your name, your birthday and where you were born. Say "here is my" and hand it over.
Sure, I have my driver's license right here.
A photo ID has your picture and your name on it. Say "I have my driver's license right here" and show it.
I did, and this is a new photo of me.
A passport photo is a small color picture of your face. Say "I did" and give it to the agent.
Of course, I will sign it right here.
"Sign" means write your name by hand. For a first passport, you sign the form in front of the agent, not at home.
That is fine, I do not travel until the summer.
"In the mail" means the post brings it to your home. Say that the time is fine and why: "That is fine, I do not travel until the summer."
Yes, how can I check where my passport is?
Ask your question with "how can I": "How can I check where my passport is?" Start with "Yes" so the agent knows that you have one more question.
Thank you very much for your help.
End with a clear thank you: "Thank you very much for your help." It is polite and short.
Yes, I filled it out at home, and I will sign it here.
Say that the form is ready and that you will sign it with the agent: "I filled it out at home, and I will sign it here." For a first passport you sign in front of the agent.
I took it two weeks ago, and I did not wear my glasses.
A passport photo must be new, from the last six months, and you do not wear glasses in it. Say when you took it: "I took it two weeks ago."
I will pay the State Department with a check, and this office with my card.
A "fee" is money you pay for a service. The State Department fee is paid with a check or a money order, and the office fee can be paid with a card. Say: "I will pay ... with ..., and ... with ..."
Regular service is fine, because my trip is not until the fall.
"Expedited" means faster, and you pay extra for it. Choose one and say why: "Regular service is fine, because my trip is not until the fall."
I understand that they may come on different days.
Your papers come back to you in the mail, but not always together. Show that you understand and what it means: "I understand that they may come on different days."
The address is right, and I check my mailbox every day.
Your mailing address is where the post brings your passport. Say that it is right and add one useful fact: "I check my mailbox every day."
Yes, how will I know that you received my application?
Ask your question with "how will I": "How will I know that you received my application?" Start with "Yes" so the agent knows that you have one more question.
Thank you, I will check online in two weeks.
End with a clear thank you and one thing you will do: "Thank you, I will check online in two weeks."
I received a letter from the State Department, and it says that my photo was not acceptable.
Start with the news and where it comes from: "I received a letter from the State Department, and it says that my photo was not acceptable." "Acceptable" means good enough to be approved.
It was taken at home with my phone, and the light came from one side.
A shadow is a dark area on your face or on the wall behind you, and it often comes from light on one side. Explain what happened: "It was taken at home, and the light came from one side."
Today I will take a new photo, and I will mail it with the letter this week.
Give a clear time: "I will mail it this week." You must send a copy of the letter with the new photo, and you must answer within ninety days from the date on the letter.
I will stand in front of a plain wall, in even light, and I will not wear glasses.
"Even light" means the same light on all of your face, with no dark shadow. A passport photo has a plain background and no glasses. Say what you will do: "I will stand in front of a plain wall."
I travel in three weeks, so I need to fix this as soon as I can.
A "delay" is extra waiting time. Say when you travel and what you need: "I travel in three weeks, so I need to fix this as soon as I can."
No, I do not have it, but I can find it on the State Department website.
A good answer is honest and shows a plan: "No, I do not have it, but I can find it on the State Department website." Do not wait and hope that someone will call you.
Yes, how will I know that the State Department received my new photo?
Ask your question with "how will I": "How will I know that they received my new photo?" Start with "Yes" so the agent knows that you have one more question.
Thank you, I will send the photo and check online next week.
End with a clear thank you and two things you will do: "Thank you, I will send the photo and check online next week."
Level 1 (A2): Apply for a passport
8 lines in the order you hear them. Each game picks 5 of them, so every game is a little different.
“Welcome to the passport desk, and how can I help you?”
Good answer: “Hello, I would like to apply for my first passport.”
Why: Say hello, then say what you want: "I would like to apply for my first passport." "Apply" means ask for it with a form.
Avoid: “I need a passport, and I need it fast, so please hurry up.” (too rude) · “I need some help with my papers.” (too vague)
“Do you have your birth certificate with you?”
Good answer: “Yes, here is my birth certificate.”
Why: A birth certificate shows your name, your birthday and where you were born. Say "here is my" and hand it over.
Avoid: “Why do you need that? It is a very old paper.” (too rude) · “I think I have it somewhere, maybe in my bag.” (too vague)
“Can I see a photo ID, like your driver's license?”
Good answer: “Sure, I have my driver's license right here.”
Why: A photo ID has your picture and your name on it. Say "I have my driver's license right here" and show it.
Avoid: “I think it is in my car, or maybe at home with my other papers.” (too vague) · “Yes, I have it.” (too short)
“Did you bring a passport photo?”
Good answer: “I did, and this is a new photo of me.”
Why: A passport photo is a small color picture of your face. Say "I did" and give it to the agent.
Avoid: “No, I forgot it, sorry.” (too short) · “A photo? Nobody told me.” (too negative)
“Please sign the passport form here, in front of me.”
Good answer: “Of course, I will sign it right here.”
Why: "Sign" means write your name by hand. For a first passport, you sign the form in front of the agent, not at home.
Avoid: “Can I sign it later, at home, with my own pen?” (gives the wrong idea) · “Yeah, sure, I will sign it quickly, whatever.” (too casual)
“Your passport will come in the mail in about six weeks.”
Good answer: “That is fine, I do not travel until the summer.”
Why: "In the mail" means the post brings it to your home. Say that the time is fine and why: "That is fine, I do not travel until the summer."
Avoid: “Six weeks? That is far too long for me, because I need it soon.” (too negative) · “Okay, cool, whatever, I guess that works.” (too casual)
“Is there anything else I can help you with?”
Good answer: “Yes, how can I check where my passport is?”
Why: Ask your question with "how can I": "How can I check where my passport is?" Start with "Yes" so the agent knows that you have one more question.
Avoid: “Yes, can you give me my passport now?” (gives the wrong idea) · “No, nothing, but maybe I will ask later.” (too vague)
“You can check on the State Department website.”
Good answer: “Thank you very much for your help.”
Why: End with a clear thank you: "Thank you very much for your help." It is polite and short.
Avoid: “Online? You should have told me that before.” (too rude) · “Okay, cool. Bye for now, and see you around, I guess.” (too casual)
Level 2 (B1): Fees, photo and mail
8 lines in the order you hear them. Each game picks 5 of them, so every game is a little different.
“Did you already fill out the passport form at home?”
Good answer: “Yes, I filled it out at home, and I will sign it here.”
Why: Say that the form is ready and that you will sign it with the agent: "I filled it out at home, and I will sign it here." For a first passport you sign in front of the agent.
Avoid: “Of course I did. Please start now.” (too rude) · “Yes, I filled it out and signed it at home, so it is ready.” (gives the wrong idea)
“Your photo must be from the last six months, so when was yours taken?”
Good answer: “I took it two weeks ago, and I did not wear my glasses.”
Why: A passport photo must be new, from the last six months, and you do not wear glasses in it. Say when you took it: "I took it two weeks ago."
Avoid: “I think it was a while ago, maybe in the spring or the summer.” (too vague) · “It is three years old, but I look the same, so it should be fine.” (gives the wrong idea)
“There are two fees, one for the State Department and one for this office, so how will you pay?”
Good answer: “I will pay the State Department with a check, and this office with my card.”
Why: A "fee" is money you pay for a service. The State Department fee is paid with a check or a money order, and the office fee can be paid with a card. Say: "I will pay ... with ..., and ... with ..."
Avoid: “I only have cash with me today, so I will pay both of the fees with cash, please.” (gives the wrong idea) · “With my card.” (too short)
“Do you want regular service or expedited service? Expedited means faster, and it costs extra.”
Good answer: “Regular service is fine, because my trip is not until the fall.”
Why: "Expedited" means faster, and you pay extra for it. Choose one and say why: "Regular service is fine, because my trip is not until the fall."
Avoid: “Extra? That is not fair. Why does faster service cost so much more money?” (too negative) · “Regular, I guess. Whatever is cheaper is fine with me, I do not mind.” (too casual)
“Your passport will come in one envelope, and your birth certificate in another one.”
Good answer: “I understand that they may come on different days.”
Why: Your papers come back to you in the mail, but not always together. Show that you understand and what it means: "I understand that they may come on different days."
Avoid: “Two envelopes? I am not sure.” (too vague) · “Different envelopes? That is a bad idea, and it is a problem.” (too negative)
“Is the address on the form right, because we will mail your passport there?”
Good answer: “The address is right, and I check my mailbox every day.”
Why: Your mailing address is where the post brings your passport. Say that it is right and add one useful fact: "I check my mailbox every day."
Avoid: “I think so, but I may move soon, so I am not sure.” (too vague) · “Yes, it is right.” (too short)
“Do you have any other questions about your application?”
Good answer: “Yes, how will I know that you received my application?”
Why: Ask your question with "how will I": "How will I know that you received my application?" Start with "Yes" so the agent knows that you have one more question.
Avoid: “Yes, can you give me my passport today?” (gives the wrong idea) · “Not really, but I may have one later, maybe.” (too vague)
“Wait about two weeks, then check online with your last name, your birthday and the last four numbers of your Social Security number.”
Good answer: “Thank you, I will check online in two weeks.”
Why: End with a clear thank you and one thing you will do: "Thank you, I will check online in two weeks."
Avoid: “Online? Why can I not just call you here and ask?” (too rude) · “Cool, thanks. I will look at it sometime, I guess.” (too casual)
Level 3 (B2): Fix a problem with your application
8 lines in the order you hear them. Each game picks 5 of them, so every game is a little different.
“Welcome back, so what can I help you with today?”
Good answer: “I received a letter from the State Department, and it says that my photo was not acceptable.”
Why: Start with the news and where it comes from: "I received a letter from the State Department, and it says that my photo was not acceptable." "Acceptable" means good enough to be approved.
Avoid: “Your office made a mistake with my photo, and I want to know why nobody told me about it before.” (too rude) · “I got a letter about my passport, but I did not read all of it.” (too vague)
“Photos are often rejected for a shadow or for glasses, so how did you take yours?”
Good answer: “It was taken at home with my phone, and the light came from one side.”
Why: A shadow is a dark area on your face or on the wall behind you, and it often comes from light on one side. Explain what happened: "It was taken at home, and the light came from one side."
Avoid: “A friend took it at his house, and he said it was fine, so the letter is wrong.” (gives the wrong idea) · “I do not remember how I took it, because it was a very long time ago now.” (too vague)
“The letter says that you have ninety days to answer, so when will you send a new photo?”
Good answer: “Today I will take a new photo, and I will mail it with the letter this week.”
Why: Give a clear time: "I will mail it this week." You must send a copy of the letter with the new photo, and you must answer within ninety days from the date on the letter.
Avoid: “Ninety days is a long time, so I will send the new photo next month, when I have time.” (not safe) · “I will try, but I am very busy at work right now.” (too vague)
“Do you know how the new photo should look, so that it is accepted this time?”
Good answer: “I will stand in front of a plain wall, in even light, and I will not wear glasses.”
Why: "Even light" means the same light on all of your face, with no dark shadow. A passport photo has a plain background and no glasses. Say what you will do: "I will stand in front of a plain wall."
Avoid: “I will use a colorful wall behind me, because I want a nice photo for my passport, not a boring one.” (gives the wrong idea) · “Yes, I know the rules, and I think my old photo was almost good enough, so I will try again.” (too vague)
“Do you have a trip planned, because this delay could change your travel date?”
Good answer: “I travel in three weeks, so I need to fix this as soon as I can.”
Why: A "delay" is extra waiting time. Say when you travel and what you need: "I travel in three weeks, so I need to fix this as soon as I can."
Avoid: “Three weeks? That is not enough time, and this delay is not my fault at all.” (too negative) · “Yes, but I can change my trip, so it is not a big problem.” (too casual)
“Do you have the number of the passport information center, because you can call them about your application?”
Good answer: “No, I do not have it, but I can find it on the State Department website.”
Why: A good answer is honest and shows a plan: "No, I do not have it, but I can find it on the State Department website." Do not wait and hope that someone will call you.
Avoid: “I think I have it somewhere at home, but I am not sure.” (too vague) · “I will just wait, because they will call me if there is a problem.” (not safe)
“Do you have any other questions before you go?”
Good answer: “Yes, how will I know that the State Department received my new photo?”
Why: Ask your question with "how will I": "How will I know that they received my new photo?" Start with "Yes" so the agent knows that you have one more question.
Avoid: “Yes, can you approve my new photo for me today?” (gives the wrong idea) · “Not at the moment, but I will ask you if I think of one.” (too vague)
“You can check your status online, and the page will change after they receive your new photo.”
Good answer: “Thank you, I will send the photo and check online next week.”
Why: End with a clear thank you and two things you will do: "Thank you, I will send the photo and check online next week."
Avoid: “Online? Why can you not just look at it for me while I wait here?” (too rude) · “Cool, thanks. I will check it online sometime, I guess, when I remember it.” (too casual)
Questions and answers
How do you get a passport in the US?
If you never had a US passport, you apply in person. Go to a passport acceptance facility, for example a post office, with a filled-out form, proof that you are a US citizen, a photo ID and a passport photo. You also pay the fees. This game teaches the words for the desk with Mr. Alvarez: say what you need, show your papers, sign the form and ask how to check your passport.
What do you say when you apply for a passport?
Say hello, then say what you want: "Hello, I would like to apply for my first passport." Then answer short questions about your papers. Show your birth certificate and say: "Yes, here is my birth certificate."
What do I need to apply for a passport?
A first-time adult needs the passport form, proof of US citizenship such as a birth certificate, a photo ID such as a driver's license, one passport photo and the fees. The rules depend on your case, so check travel.state.gov before you go.
Can I sign my passport form at home?
For a first passport, no. You sign the form in front of the agent. In the game the agent says: "Please sign the passport form here, in front of me." and you answer: "Of course, I will sign it right here."
What is a passport photo?
It is a small color photo of your face with a plain background. You bring it with your papers. In the game the agent asks: "Did you bring a passport photo?" and you answer: "I did, and this is a new photo of me."
How long does a passport take?
It takes several weeks and the time changes, so check travel.state.gov for the time now. In the game the agent says: "Your passport will come in the mail in about six weeks." and you can answer: "That is fine, I do not travel until the summer."
How can I check where my passport is?
You can check online on the State Department website. In the game you ask: "Yes, how can I check where my passport is?" and Mr. Alvarez answers: "You can check on the State Department website."
What does "apply" mean?
"Apply" means ask for something with a form. When you apply for a passport, you fill out a form and give your papers to the agent. In the game you say: "Hello, I would like to apply for my first passport."
How much does a first passport cost?
For a first adult passport you make two payments: an application fee to the State Department, and a separate fee to the office that accepts your form. The amounts can change, so check travel.state.gov for the fees now. In the game the agent says: "There are two fees, one for the State Department and one for this office, so how will you pay?"
How do I pay for a passport?
The State Department fee is paid with a check or a money order. The office fee is paid separately, and many post offices take a card. Ask the office what it accepts. In the game you answer: "I will pay the State Department with a check, and this office with my card."
What are the passport photo rules?
Your photo must be new, taken in the last six months. It is a color photo of your face with a plain background, and you do not wear glasses in it. In the game the agent asks: "Your photo must be from the last six months, so when was yours taken?" and you answer: "I took it two weeks ago, and I did not wear my glasses."
What is expedited passport service?
"Expedited" means faster. You pay extra and your application is handled sooner. Regular service costs less and takes longer. Check travel.state.gov for the times now. In the game you say: "Regular service is fine, because my trip is not until the fall."
Do I get my birth certificate back?
Yes. The State Department sends your papers back to you, but your passport and your birth certificate can come in different envelopes and on different days. In the game the agent says: "Your passport will come in one envelope, and your birth certificate in another one." and you answer: "I understand that they may come on different days."
How do I check my passport application online?
Use the State Department online status page. Wait about two weeks after you apply, then enter your last name, your birthday and the last four numbers of your Social Security number. In the game the agent says: "Wait about two weeks, then check online with your last name, your birthday and the last four numbers of your Social Security number." and you answer: "Thank you, I will check online in two weeks."
Which address should I put on my passport form?
Use an address where you can get mail for the next weeks. The post office mails your passport there. In the game the agent asks: "Is the address on the form right, because we will mail your passport there?" and you answer: "The address is right, and I check my mailbox every day."
What should I do if my passport photo is not acceptable?
The State Department sends you a letter or an email, and your online status says that more information is needed. Send a new photo that follows the photo rules, with a copy of the letter, before the date on the letter. In the game you say: "I received a letter from the State Department, and it says that my photo was not acceptable."
Why is a passport photo rejected?
Common reasons are a shadow on your face or on the wall, uneven light, glasses, and a background that is not plain. In the game the agent asks: "Photos are often rejected for a shadow or for glasses, so how did you take yours?" and you answer: "It was taken at home with my phone, and the light came from one side."
How long do I have to answer a passport letter?
You have ninety days from the date on the letter or the email, and the date is on the letter itself. In the game the agent says: "The letter says that you have ninety days to answer, so when will you send a new photo?" and you answer: "Today I will take a new photo, and I will mail it with the letter this week."
How should a new passport photo look?
Stand in front of a plain wall, in even light, with no shadow on your face and no glasses. Read the photo rules on travel.state.gov before you take it. In the game you say: "I will stand in front of a plain wall, in even light, and I will not wear glasses."
Who can I call about my passport application?
The National Passport Information Center can help, and the number and the hours are on travel.state.gov. In the game the agent asks: "Do you have the number of the passport information center, because you can call them about your application?" and you answer: "No, I do not have it, but I can find it on the State Department website."
How will I know that the State Department received my new photo?
Check your application status online. After they receive your answer, the status changes. In the game the agent says: "You can check your status online, and the page will change after they receive your new photo." and you answer: "Thank you, I will send the photo and check online next week."
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Play Say It Right: all 26 real-life situations.
This game teaches English words and phrases for a passport desk. The papers, fees and times depend on your case and can change, so check travel.state.gov before you go. Official information: U.S. Department of State: Passports.