Sometimes travelers notice that the details in their sherpa° delivery email (such as name, passport number, or passport dates) don’t exactly match what they expected.
What You Need to Know
For most products, you’ll receive a government-issued document (such as a PDF approval notice). That document is the official travel authorization. Border authorities rely on this document and the details stored in their system, not the information displayed in the sherpa° delivery email.
For some products, such as the Canada eTA, the authorization is stored electronically in the government’s system, so there is no official document. In these cases, sherpa° provides a delivery email summarizing your authorization details. The information in this email is what you should keep and present if requested, but the government ultimately verifies your status electronically at the border.
Occasionally, your delivery email may display mismatched or outdated details from your application, even if the submitted information was correct. This does not affect your ability to travel, as long as the details stored with the government (and shown on an official document where applicable) are correct.
Our Recommendation
If you receive a government-issued document, always rely on that document for the correct information.
If your product does not issue a separate document (e.g., Canada eTA), keep your delivery email safe. It serves as your record of approval, but your authorization will be validated directly against your passport by border authorities.
If you ever see incorrect details on the government-issued document or in the delivery email for a document-free product, contact sherpa° immediately so we can assist.
A Quick Tip
Always make sure your passport details in your application are accurate. Border officers check your authorization against your passport, so as long as those match, you’ll be able to travel without issue.
