CLEAR - Travel & Experiences Customer Service

I don’t fly very frequently, but when I do, I love using Clear. Recently got it for my wife as well and it’s just $50 to add a family member. We are always a bit late on getting to the airport, maybe not even late, but we like to be confident we make the gate on time. It really saved me a good chunk of rebooking money as we were late to the gate originally and the security lane was just out of control due to limited number of workers at the domestic erminal at SFO. I quickly added my wife to my Clear account (4 min) and we made it to the gate in 3 more minutes using Clear. That day we saved at least $300 on rebooking fees and it gave us a peace of mind. I like the mobile app and now I know when to leave home if I’m using Clear. They have a home to gate ETA feature, really helpful in planning on when to drive to the airport. I won’t lie, that sense of a VIP status going through Clear, makes me feel good and important on top of saved time. Plus all the agents are super nice.

I came in today in a bad mood, but Essence completely turned my day around. While trying to use CLEAR, I didn’t realize my membership had expired. Instead of letting it slow things down, she jumped right in and handled everything with professionalism and urgency. Essence made sure I got reactivated quickly and kept the line moving without any frustration or delay. Her positive attitude and willingness to help didn’t go unnoticed. She didn’t hesitate to take care of me and made the whole process smooth. Customer service like that is rare—she truly made a difference in my experience today.

The US census, as of 2018, states that over 80% of Americans live in cities or urban areas. That means our airports are crammed and Clear offers a reasonable rate to bypass a lot of the long, winding, frustrating lines at the major airport hubs if you’re a frequent traveler. I paid $179 for the year and just at Orlando last weekend, it paid for itself with the maze of travelers trying to decipher the Covid rules and multiple lanes of snaking body and bag inspection points. I think I saved at least 30-40 minutes of wait time and didn’t have to take off my shoes or take out my electronic devices. That’s a big win for me. I’ll keep it. My only negative is this being a private company scanning my retinas. I know the government tracks my every move via my cell phone already, but I’m more skeptical about the retinal scan by a private entity. Hopefully I won’t be sold for body parts to a robot in the near future.

I didn’t know about your service or that Amex Platinum recommended your company. I feared it was another scam for a monthly fee and be charged instantly on my Amex card. Noel kindly reassured me and asked me the right questions. When I said yes to Platinum Amex she told me that they,Amex, approved of your company and they offered it free to members. Thanks for having Noel at the TSA lineup and her Being so kind and patient in her explaining your mission. I hope you can retain her services, but sadly I know more than I should about international business and fear her talent and language skills are unknown to HR. Thanks again and good luck with your mission. Dave Powell

App works fine now but since there was an option to add to Apple wallet it looks like having the app installed is no longer necessary for stadium entry. Original review: I can log in fine on the website and have no problems using Clear at the airport but, with the app, I get "We are having trouble signing you in" Please check your email and password and try again. This has happened for months so I finally decided to reach out to support. Their response was that the app is fine and they have no reports of issues so I should reach out to Apple if I'm having trouble.

I recently started using the CLEARME app and it has completely exceeded my expectations! The app is incredibly easy to use and has streamlined the entire airport security process for me. The app itself is also well-designed and intuitive. It's very easy to manage my account and add family members to my membership. And the fact that CLEARME partners with so many airports and airlines is a huge plus. Overall, I highly recommend the CLEARME app to anyone who wants a hassle-free and stress-free travel experience. It's definitely worth the investment and has made my travels so much smoother. Thank you, CLEARME!

I’ve been a CLEAR and TSA PreCheck member since 2017. I typically fly out of the world busiest airport in ATL, and usually can get from the curb through through precheck security in < 10 mins. It’s such a timesaver! Since COVID, the kiosk uses your retinal scan instead of fingerprints, works just as well. The value here is time. If your primary airport security lines are small or pretty efficient then this may not be for you. But if you travel through larger airports like ATL, LAX, DFW, JFK, ORD, MIA, HOU etc. and/or a business traveler this is a blessing and worth the price. Check if your credit cards cover the membership fee. Delta Amex does.

Clear’s website and application build are pretty bad. Dead links (eg, not possible to remove/change a family member online), the vaccine card scanner on the app simply doesn’t work, and importantly support is on par with comcast. On the last point re support, no one picks up the phone, and it took days for them to respond to me via text support, and then the rep ended the chat 2 minutes after sending me a message saying I wasn’t responsive, so now I have to start again and wait a few more days.

It worked well and it’s free!

Jordan S from Las Vegas is exceptional!!!

They need to figure out how to communicate to people outside of US.

I understand this is for travel within U.S. airports, but it’s annoying that the app doesn’t work overseas. Luckily we have a VPN service because we live overseas, but if you’re trying to login anywhere else and you don’t have a VPN, or you don’t immediately think to use it, good luck figuring out what you’re doing wrong. I simply wanted yo manage my account and update some things for my wife before her return trip from the States to Europe. I ended up spending 30 min resetting my password, deleting and redownloading the app, and googling every possible solution. I could login online, but not on the app. It would give me a general error message about my credentials, but It would’ve been more helpful to say that these services aren’t available in my region so I knew why my freshly updated login information wasn’t working. It finally clicked that I should try my VPN. It worked, and seems like such a simple no-brainer fix, but turning on your VPN isn’t always your first thought, and having to go through all that still got me worked up. After all that, I realized that I can’t even do anything for my wife, because she needs her own login for the service that I pay for and manage on her own app on her own phone. Why bother when I have TSA Pre-check that is so much simpler, and so much faster.

Update: I have again attempted to set up an account with the new updates, but still have no success. Extremely frustrating that even the newest update has not fixed whatever issues the app has been having. I’ve spoken with others that are upset with the set up as well, they too have tried multiple times to set up an account, but to no success either. It has to do with the picture of the face portion. After my initial review I received an email to “Please, please, please” contact them. I contacted them but have heard nothing back. Really upsetting. I might just be selling my single game tickets to the highest bidder and tailgating during games. Unfortunate. Also, the amount of tracking the app does is absolutely horrendous. Why does it need to know all of that info for me to watch a game…from a third party that I didn’t pay for the PSL/tickets? Do better Clear. Original post: I am PSL season ticket holder to the Raiders. We have to use this system to verify you have the vaccine. Problem is, registration doesn’t work because it won’t capture a your face to verify it against a passport or ID photo. Too bad. Now I have to go through a separate line and verify my hard copy vaccine paper. Terrible system. Which there was not a monopoly on one system, and they would allow for multiple ones. Maybe another one would actually work. If I could rate zero I would.

I’ve had Clear for a few years now and its cost has gone up and the quality of service has gone down. It no longer pays for itself in sanity or efficiency and today was the final straw. In the IAH airport I have tsa precheck AND clear and step into the clear/tsa precheck line. The clear lady processes me through and then the clear escort walks me down to the standard security line, who then confirms I’m tsa precheck and should go through the other security line. They proceed down to that line and I stand in line there to be scanned and processed to only have a new lady walk up and say “which line for you come from?” Who then points me back to the clear line to get rechecked in because the security check-in guy says “I’ve never seen him”. So I walk back to the clear lady who NOW tells me to walk all the way back to the airline counter to update my ticket with my KTN (which I have in my phone). Are you serious? Yes she was. So instead I go through standard security and that guy walks me back over to the tsa precheck line to be scanned and processed. Meanwhile, my wife and 4 children have simply walked through tsa precheck and have been sitting on the other side for 20 minutes. Clearly, CLEAR has failed in their job. Egregiously so. Membership cancelled for the whole family.

A concert I recently attended required proof of covid vaccination status. Attendees could bring their actual cards or could use the Clear digital vaccine card. I downloaded the app on 10/4, 8 days before the concert and tried to create my digital vaccine card. It didn’t work at all. The process failed after all my information was entered. I contacted customer service via text (the only option they give you) and didn’t hear back for an entire day. When I finally got the return text on 10/5 I was at work and couldn’t answer right then. I was told to delete and reinstall the app, which I did, to no avail. I contacted them again but could not get through to someone until 10/16, THIRTEEN days after my initial inquiry. In the mean time. I would get texts asking for my name, email and birthdate, which I provided, but then I was asked for this information again and again. I also had to keep explaining what the problem was, but they kept ghosting me. The customer service was AWFUL. Like literally the worst I have ever experienced! When I finally did get through to someone, just today on 10/16, I tried all the things asked if me and the answer was just “huh, it doesn’t work”. So this app doesn’t work at all and the customer service is abysmal.

I’m an member with a paid membership. $179/year and can’t use basic functions of the app that are provided with free memberships. Every time I try to create a Health Pass or upload my vaccine card, I get a message saying “There is an existing membership associated with this email address, but it’s missing information we need to create a Health Pass. Please contact customer support for assistance.” I contacted customer support, and multiple times they responded by text hours or days later, waited two minutes, then ended the chat. I’d have to go through the entire process again. Finally got someone on the line, and their solution? Set up an entirely new account using another email address. They said they’re aware of the problem with paid memberships not being able to create a health pass and are “working to resolve the issue”. It’s been months and still having the same problem. No timeline as to when this problem will be corrected. The app is completely useless, especially if you’re an existing customer with paid membership. Horrible customer service and horribly inept IT department. I thought for $180 there’d be at least some level of customer support. It’s nonexistent.

There needs to be a way to upload a photo or PDF of vaccine cards. It’s ridiculous to expect that everyone has their original card on hand at all times. Yesterday, I was visiting a location that required Clear App proof of vaccine. I have a copy of my vaccine card saved on my phone that has worked as proof for both the military and for the hospital that employees me, and tried to upload the attachment to the Clear App, which was not an option. I reached out to customer service for Clear, and the assistant stated that “uploading a saved file of COVID vaccine cards is not possible through the app for safety reasons. Vaccine proof can only be scanned from the original physical document.” It is logistically unsound to expect that everyone has access to their physical cards at all times. What happens if there is a house fire? A lost wallet? Forgotten card at home? The military and the medical community both accept the PDF and photo files I have on my phone for hospital employment to work with immune compromised patients… it’s ludicrous that the Clear App customer service assistant says that this same option is not considered “safe” for entry into restaurants and public places!

I am confident that every part of the process of this app has not worked for me all in the span of one day. It wouldn’t recognize my face, my account, my vaccination card, and now won’t even let me add a minor at all. It just says “oops” and crashes repeatedly. Customer service is about as well-advised as your TV provider’s. They love to ask “did you try turning on and off your wifi?” And “did you try uninstalling the app?” But never bother actually looking into the problems with the app. This has clearly been a problem for the last year based on other reviews and it’s honestly embarrassing that none of these glitches have been fixed yet. Especially when you are charging $179 a year, you would think you could at least log into the app. Somehow every other app in the universe has no problems with this… To recap, don’t download the app. It’s garbage and Clear clearly has no intentions of fixing it — just taking your money and running. Surprised major events even use this service with the glitches. Really says something that they all have to have secondary lines for when the app crashes…

Didn’t sync correctly with my online health record. Support said to contact my dr. Contacted my dr, tried again. Support said they would investigate the error. Heard nothing for a day, contacted support again. THEN they said their app doesn’t work with the Cleveland Clinic’s online system. Ok well why was I able to select it in the app and why did no one tell me this in the past several days I’ve been dealing with this problem? When I asked that, they asked for a screenshot of *their own app* saying I could sync with the clinic. So I sent that and they never responded. I messaged them screenshots and PDFs of my vaccination record that I see in the Clinic’s online system, they did not repair the error or update my file, which is absurd since I had to enter the info for logging into MyChart. They could go into MyChart themselves and see it but instead they just give me the runaround. The system also says you can use a PCR test w/in the last 72 hours, but beware- it take 72 hours to get a PCR result. This app was a total waste of time and did not clear me even though I am vaccinated AND I got a PCR test 48 hours before my event.

So I have a damaged iPhone that I planned to upgrade later this year. Basically, my camera on my iPhone is broken. So I can’t scan, upload, or take photos that are required to make a covid health pass on my phone. I understand that. So I decided to just create a health pass and log in account on my iPad Pro and then I assumed that the log in credentials would transfer once I log into my account on my iPhone. (So I don’t have to carry a giant iPad Pro everywhere I go that require the Clear app health credentials). Everything worked smoothly and I created an account with all my vaccine creds on my iPad Pro. But once I log into my Clear account on my iPhone. None of the credentials transfer over at all! Zero uniformity! You would think the log in credentials would be enough to have access to my vaccine info from the iPad. Every app that saves your data can be accessed on any device once you create a log in! Not this one! And now I have to get a new phone or carry a giant iPad Pro since my phone camera is busted! Fix this issue! It doesn’t take a genius to create app log in uniformity, fellas!

It’s a great concept, and if you live in a large metropolitan area (i.e.: Miami, Atlanta, NYC, L.A.), I’m sure it’s convenient & enjoyable to use. However, I live in Asheville, NC (Asheville has nearly a population of 100,000 people). I was not informed until after I’d scanned my driver’s license and had my face scanned by my phone twice that I had to complete my verification by going to the nearest Clear station. Fine I thought, not a big deal. Where’s the nearest station? At first I thought it was Charlotte, NC. I’m sorry but I have no intention of driving 2 - 2 & 1/2 hours out of my way to verify my ID through a “up & coming” app. Then I found out that there’s not even a station in Charlotte yet. This was the same situation I had when GrubHub, Uber Eats, Post Mates, and Doordash first started, and it took a couple to a few years for each of them to become available and prominent. My advice? Wait a couple years at least. If you live in a more rural area - which 75-80% of the country does - it’s not worth downloading just yet, but it will be - eventually!

This is a review for the free membership “Clear pass”. I Downloaded clear pass to have my vaccine card digitized on my phone for travel and venue access. Any time I attempted to use it, the checker preferred to see my vax card or a photo of my vax card. I find this service useless. Additionally, every time you want to pull up your clear digital vac card, it wants to do a face capture. No thanks. So much easier to just show a pic of vaccine card! I’m attempting to cancel service and delete my account, however Clear does not give me the option to delete my biometric data that was captured to fully cancel and close my account. Apparently there is no way to actually cancel your account, because even after doing so, you can just log right back in anyway. I want my data deleted from Clear’s servers - I do not wish for my biometric data to be retained. I have the right to be forgotten, as does my data. I will delete my one star review if Clear deletes all my data. Until then, I don’t recommend anyone download this app, as all its free functions are redundant.

This app is horrible! I can not take a clear photo of my drivers license with the app’s built in camera setup. I have an Apple iPhone 15 Pro Max and have no issues using other apps to take a photo of my different forms of ID. The app’s built in camera setup keeps making the photos come out blurry. The phone is perfectly stable and it doesn’t matter if I get closer or farther away from my ID, the photos just come out blurry. My ID is on a solid black background with no light glare, great natural lighting and it still can’t take a non-blurry photo. There is no way to use my Apple iPhone 15 Pro Max macro mode for better photo enhancements like I can for any other photo I take using phone which makes no sense. Also, the app does not allow you to upload a photo of your ID that’s already on your phone. I have perfectly clear, close-up, front and back photos of all my ID cards and passport in my phone’s photo library. Why you have to take a photo and can not upload them makes no sense. This app description acts like it’s so high tech and professional but these are basic features for any app in 2023. I don’t understand how an app with these issues could have made it to release. This tells me the developers have not and do not test their apps prior to release. There are multiple other reviewers with the same issue but clearly nothing has been done. If the developers of this app read my entire review… PLEASE correct these simples issues asap.

The idea behind the Clear is ease, flexibility and connectivity—for those who are vaccinated. For those who are not vaccinated, the Clear app works some of the time. Every 2-3 months, the app disconnects from my medical provider (which I understand is the length of the permission given for accessing my medical provider account) but when I go to re-connect, that’s when the issues arise. They simply won’t connect—I am left on the “loading” screen and denied access to my building due to “no green screen” despite not having Covid and having a negative PCR test to prove it. When I have reached out to the support staff for Clear, I get the same message: log out/in, delete app/re-install, update your phone, etc… I have done all of that even before reaching out to them. Other than telling me to all of the above, they can’t/don’t seem to be able to do much else. So, I will keep trying to get the accounts to connect and hope that I can gain access to my building.

TLDR: ruined my entire airport experience. Wasted so much time I couldn’t use my lounge and barely made it to the flight. Stood in line while my entire party waited for me at the gate, asking me if I’m going to make boarding. **TSA DOES NOT NEED TO TAKE CLEAR CUSTOMERS FIRST. IT’S A FAKE LINE THAT MIGHT MOVE OR NOT AT ALL. CLEAR has zero control over it and they don’t tell you. Pretty sure some people in line cut it so close they had to run and barely made it to their gate. Let alone the own boarding group. “Premium” service that only works if literally no one else is at the airport and you would get through the same time as all the TSA pre check people anyway. Thought it would save me time but actually wasted a ton of my precious time! CLEAR employees still let people stand in line and get into the queue, despite TSA agents not being able to accept anyone in the CLEAR line at all! I stood there for 15 minutes after standing in line for 15 already just to get through the CLEAR screening. Meanwhile my party got through and was waiting for me at the gate… There is a capacity that TSA needs to be below before accepting CLEAR customers. An important concept that they don’t advertise and means CLEAR doesn’t work at all when it’s especially crowded at an airport like for early morning flights. Wasted my precious time and I barely got to my gate on time. Don’t recommend and wouldn’t renew.

I I’m going to the raiders game tomorrow and for the past week I have been trying to get my account fixed. I enrolled in the $15/mo plan, and the app will not let me complete the registration. It will not allow me to update vaccine info take a picture or anything. Instead I get an error saying my profile is incomplete. When reaching out to customer support there is no phone to call instead they use a text solution which I was waiting for 1.5 hrs for a response .. once I was responded to I was driving which made it impossible to rectify the issue.. I ended up having to reach out the next day and was told I have to use recreate my account using a separate email .. despite the fact that I’m already paying for an errored account … I understand that I’m not the only customer .. but it’s very inconvenient to have to then create another email just to utilize a service that technical support should be able to fix

So many Clear employees at airport not helping -no one helping where bottleneck just selling the process. Clear missed multiple opportunities to assist my traveling party. Clear had a HUGE bottle neck at the gate for wristbands In contrast to five plus Clear staff in TSA line. Clear was not faster than pre TSA approval. No one from Clear follows up. Bottleneck at gate - Clear please review your business processes which are broken. My traveling party will be in line for over 40 minutes the majority of persons in line are rightfully upset. Quotes “one very slow male Clear employee working the wristband process - 50 upset people in line.” Additional feedback the Australian male Clear at SMF employee I believe that was his accent laughed when made aware of issues. Clear maybe you get additional traffic this summer but with this lack of customer service your accountants need to disclose going concern issues - Clear will not be in business unless someone with Business Management experience is involved.

I joined CLEAR through my Delta account a couple of years ago, and I love the ease of getting through airport security. Their enthusiastic staff are competent and welcoming of travelers. However their iPhone app has a severe flaw. When I downloaded it yesterday I saw the ability to link to my United account. I entered the United account number then for a message that I had just changed from a Delta-sponsored registration to a United-sponsored registration. They also ran a charge for $30 since the United offer was more expensive than the price Delta offers for travelers with status in their frequent flyer program. It took 15 minutes on the phone with an agent to resolve this. She had to cancel my membership altogether in order to reinstate it at the proper rate. I appreciate Olivia’s diligence but neither of us would have needed to take that time off the app wasn’t broken. Adding a second airline’s member number should not affect billing.

What they don’t tell you is that after you do ALLLL the photos, uploading, face scans, questions, etc. is that your Health Pass expires in 277 hours. So guess what I get to do again RIGHT before me trip? Grrrr. And then I have to re-check Safe Travels Hawaii to make sure I don’t have to redo that whole process again because Clear expires. I am extremely upset as we did Clear and Safe Travels two weeks before our trip and it took us about an hour…. and we have to do that whole process over again. There should be a warning upfront telling you to do it a week before your trip or… you know, make the Health Passport valid for 30 days. 😡 This, in addition to their customer service taking 16 hours to text back after you text them is absurd. I won’t be using *any* of their products in the future and I was looking at signing up for their yearly Touchless service. Forget it.

I signed up for a free trial of CLEAR at the airport today, and was told that my trial would last for two weeks. I then went to the website and discovered that my trial actually goes through October! Great surprise, but then I linked my United frequent flyer number, returned to the main screen, and discovered the CLEAR took the opportunity to deactivate my account entirely, and neither the mobile app nor the web site will allow me to deactivate it. I spent a long time searching their website to try to figure out what is going wrong, but was presented with a bunch of corrupted images and broken links. The app has similar issues. It can’t seem to figure out whether or not I have an account, and displays a bunch of blue boxes. I think the blue boxes maybe are supposed to be the logo for United airlines? It’s unclear. Anyway, this technology is a long way away from being ready for prime time.

While there is no doubt Clear saved me 15-20 minutes leaving LAX, it seems they are very slow adding additional cities. TPA has consistently been a top rated airport in the country year after year in addition to continually getting additional routes and millions of air travelers each year yet still no Clear years later. Aside from the air traveler benefits they started offering digital vaccine cards yet this feature does not work at all. After you connect your provider it says it takes up to a minute to sync and get the results. I’ve reached put to support and gotten 3 different answers as to the problem including blaming my device for what is clearly a backend issue. If you can’t make the feature work, then don’t put it in the app.

I don’t normally review but my experience with this app was just so bad. Like others after purchasing for 179 and then adding my wife for an additional 60 I couldn’t get the app to go beyond login. That I could deal with, things happen but it was the support that followed which caused me to cancel and request a refund. I have never experienced anything like it. There is no phone support ( that I know of) you have to submit a text with your problem which I did and did not get a response until three hours later with lame suggestions that I had already read in there help section. Then I was told to delete the app and wait five minutes to reinstall which while I was doing as told was then given the response my lack of imvolvement to the text is resulting in closing have a nice day. Are you kidding me! Save yourself the aggravation and skip it there are alternatives.

I first tried to use this service to verify my identity on LinkedIn in, but was told to use the app to update my phone number. Creating an account required me to provide highly personal information, which initially made me hesitant. Especially because I didn’t find an option to use two-factor verification, using an authentication app, to help secure my account. However, I ended up giving them everything they asked for. Then I kept receiving an error message. After speaking with their customer service, I was informed that they do not accept prepaid cellular accounts for phone number verification. Even though it’s my current personal cell phone number that I’ve had in my name for over ten years. So it seems like people who have a prepaid cellular account may not be able to use their identity verification service.

The symphony linked to the Clear health pass app. I set it up in advance, which included taking a selfie. When I was in line to enter, I opened the Clear app to get my health pass ready for the usher. Instead, the app wanted me to take a photo of myself again to "confirm my identity quickly and securely". It is not quite as quick as the message promises. The app is more inconvenient than the process that it purports to replace. When I have the vaccination card and the ID side-by-side in my open wallet, then the usher takes less than a second to let me in. People who fumble with their phone hold up the line. Clear as a service at the airport is a convenient time-saver. The health pass application is not.

I was having a problem with their system so I asked for help. I kept getting “oops something went wrong. Try back later”. Their reply was update your app. I told them the app was up to date and asked if they had received comments from other customers. Jade replied to my email saying “you must have the most current version for the product to work properly”. She obviously didn’t read my email when I said it is up to date. A few hours later, after doing nothing else to my phone, the app works. Thanks Ricky abs Jade. Customer service is easy when you blame it on the customers phone. I love the app when it is working, I’m now concerned of the service I will get when I have a question.

We enjoyed using CLEAR plus on a trip and got the trial when we left as well as on our return 10 days later. Clear kept showing me an ad to get TSA pre-check for free. So I set the appointment and paid my money to TSA pre-check, I even called CLEAR to make sure of the process. It didn’t qualify because they have to be within five or seven days of each other or some nonsense. So I’ve canceled clear and I’ll keep my TSA pre-check which they did make that easy but it’s a shame. I saw it as a good value if it included TSA pre-check. Shame especially since I called them beforehand. And they were pushing it on me in the app. As many stated, they have terrible customer service outside the airport employees. Bad info from the bot too.

I have tried clear on free trial and yet haven’t seen how it’s worth last year I had clear plus but was unable to to use it as machine had error This year I’ve tried to use it and was only able to use it only one for one trip my other trip form Vegas to New Jersey clear agent and airport employee just told me it was closed only to open 5 minutes later and the same thing happened to me when I was coming back to Vegas if I had better experience I would definitely give it 5 star but for the 3 month fre trial I don’t see how I can justify getting clear for 180 dollar as I would hate wasting my money when clear agent or airport employee aren’t giving all the details maybe I could give better reviews if I had a year or one year and a half to use it

I have used Clear for a few years now at Newark Airport. Very efficient and fast. Unfortunately I checked to see if it was available in Philadelphia and your website said it was. It was not in terminal F or Terminal B. Also Savannah Airport has no Clear machines. Only use the Clear App on your phone. Mine would not work so had to stand in line for Pre TSA. My daughter’s worked but she still had to show ID. I feel I pay enough money each year to use your service, which only works at one airport I use. I feel you need to update your information on your website and get machines, not your app in all airports. It was very frustrating to travel and think you have Clear…. Unfortunately not working or not at airport that your website says it does.

Very disappointed with their online support. The agent I spoke to seemed to have lacked product knowledge and was very persistent in replying with incorrect information. The app did not let me create a Health Pass or upload my Vaccination Card, and the error message said it was due to my CLEAR account “missing information”. The agent instructed that I log out, reinstall my CLEAR app, tap “Get Started” and use an entirely different email address. I did exactly this, and the app asked me to create a new account. The agent at first said I didn’t need to create a new CLEAR account to continue, then later gave me conflicting information and said I did indeed need to create a new account. This did not make sense to me to have two separate accounts for my CLEAR account, and another just for a health pass. I attached several photos and videos showing the error message that says my account is missing information, and told me the reason was because: “ That just means you have a CLEAR account associated with that email. Being that Health Pass and CLEAR are two separate entities you will need to generate a Health Pass with an alternative email.” Frustrated, I ended up driving to the airport to speak to a CLEAR rep in person. The CLEAR rep at the airport was very attentive, and quickly determined it was because I had not verified my identity (ID, biometrics, etc). After I had verified my info, I was able to create a health pass inside the app on my existing account without issue. I would recommend CLEAR to friends and family, but unfortunately I would not recommend to contact online support for help to anyone. If you need help and you’re close to a CLEAR kiosk, do yourself a favor and just talk to someone in-person. Don’t waste your time.

I used to love Clear. So fast and convenient. Recently using Clear has been the worst part of traveling. The past few months Clear has been absolutely awful. The last few times I’ve used Clear it’s actually been quicker to just use the regular TSA Pre-Check line. This most recent time I watched people join the TSA line after I had already been in the Clear line, get up to the officer, and then go through security before I had even made it to get my Clear scan. I ended up missing my flight because they took so long. This seems to be the new norm, and that’s if they’re even open. They always seem to be closed when I try to use Clear, so I just have to go through the regular line. Might just cancel since TSA Pre-Check seems to actually be faster than Clear. So disappointing.

I’m an original member from the early 2000s, then it went bust in 2009. I’m onboard again with a family plan. I had a problem at miami airport with my wife at the clear line and she had to go to the regular line. Almost lost her flight. Tried initially to get them trough the chat, impossible to really fix anything through that, it’s a chat with a computer. Then wrote them an email, that never was answered back. Finally after a half an hour telephone wait got finally a live agent and was able to fix the issue. My recommendations to clear, dump the chat, it’s a waste of time, be so kind to answer the emails,or get some more agents to answer the telephone calls. This is a great idea but your execution when there something to fix it’s really, really poor. Hope someone is listening.

Needed a clear health pass for an upcoming event. After downloading Clear app, found out it is not compatible with my older iPhone - fair enough, although I run 50+ apps on it without any issue. After downloading the app on my brand new iPad I tried over a dozen times to create the health pass only to have the app crash at the facial recognition portion. I have read in other reviews that this is an issue. Nothing saved and each time I had to start over from the beginning. Tech-support, via text, after 6 1/2 hour wait, ran me through the boiler plate, three-ring binder tech-support steps of reinstalling the app, resetting Wi-Fi, etc. etc. Nothing helped and eventually I was told to just use the secondary verification process for my event. So I guess my advice is save yourself some time and frustration and just plan to carry your vax card.

I have a clear membership for travel. I was told by my airline that you can use the clear vaccine record feature to travel to Hawaii. I uploaded my vaccine card back in April and it’s been stuck in “pending” for months. Yes this is a personal issue but as other reviewers have said, clear never verifies vaccine records and just leaves users in “pending review” state forever. If you’re going to offer this service and partner with airlines, please ACTUALLY BUILD IT! Otherwise let some other company do it who can get the job done. To make matters worse, their support simply does not answer messages sent through the app (via business iMessage). I used to think clear was a really well run and tech savvy company, but now I wonder if it’s just a fly by night startup held together by scotch tape.

Clear makes by passing the line so much faster. The reason for the incredible amount of info is they are bypassing an entire line and a lot of safety / security precautions to get you to the scanners / metal detectors. They have to be safe and know who you are, just as the airport does. It’s a safety thing and I love it. You no longer have to show your state ID and boarding pass to get by security! No waiting in line! No pulling own mask around a bunch of other people! That being said, if it’s in your state and airport, it’s great! I have one in SeaTac. I could not find one in LAX, Dulles, Wrw Ok airport and it was closed in O’Hare the last few times I’ve been there this year (hours of operation). It’s also been closed on occasion in SeaTac. All in all, I have been able to use Clear about 1/3 of the time… :( The hours of operation are also not posted, so I ended up standing around at a gate point for a while… Good service - just not there yet. Also, I would love to change the picture that was taken earlier of me when I traveled. I was really disheveled and every time I use Clear, I see that picture… lol

I set up my Health Pass for an upcoming event and checked it only to find out the hard way that my pass expires the day before I fly out for the event. There was nothing in the app to suggest that scanning my ID, scanning my vaxx card and taking my photo was a process that had an expiration date. I realize now I will have to set my pass up again the day of travel, halfway through transit to be in the expiration window of time to check in at the conference. The UI needs to be adjusted with a **very clear** warning pop-up that advises upon initiating the process that entering Health Pass information is a process with a 12 hour expiration. I’m glad I found out the day before my trip and not after standing in a very long line to pick up my badge at the conference.

I download this app because a venue my kids & I like to attend requires this to see we’re vaccinated. I set up my account, did the selfie, but the picture it pulls up for my account is NOT ME and NOT the selfie I just took! WHAT? Where did this picture come from and who is it? So now someone else’s face is in my account. THEN I try to set my kids under my minors account. First child all info sets up correctly. Second child no such luck. Every time I try to enter his birthday it defaults to “October 7,2007”!! WHY?? So now I can’t even set up my youngest child because it won’t accept his actual birthday. This app is completely useless and absolute garbage. It’s a great idea BUT it has a mind of its own and seems to substitute false information instead of your actual info. Don’t bother. It’s not worth the frustration

I gave one star only because it won’t allow you to give 0 stars. I was conned into submitting my information to this company in exchange for moving to the front of the TSA screening line at SEA/TAC last month. Their representative they was luring people over to their kiosks like a sideshow huckster promising that there was no charge as we would be helping them ‘trial’ this new service and that no credit inquiry would hit on our credit file and there would be no charge. They DID put through an inquiry on my credit file that CAUSED A 16 PT DROP IN MY CREDIT SCORE AND BILLED MY CARD $150!! I had to report it as a fraudulent charge and get my card replaced. I find it inconceivable that a company with such obvious lack of integrity would be allowed to contract services with the federal govt. Untrustworthy.

This is a system that could be very useful. Currently it is not easy to set up and there seem to be bugs that need to be worked out. When dealing with customer’s personal information, this does not instill confidence in your system. I filled out everything on line, uploaded the necessary vaccine info, drove to the airport to do the biometric scans (clear had trouble with the machines there), installed the app on my phone, then the app seemed awkward and disconnected to everything I had already done. Customer service was great of I never would have figured out how to solve the problems. Had to upload records again since they did not connect to the online version. Need to make this all work better!!!

I was clear member for few years, in 2024 was travelling through Seattle airport and saw 2 clear employees, went to them to ask where is clear, they were talking I didn’t interrupt them and waited till they done talking, they saw me waiting on them, once they finished they just turned around and was on their way, I said “excuse me may I ask you a question?” And the employee named Mussa just went off on me, he screamed his lungs out, I was shocked. Later on I’m in tears in the airport calling customer service, they created a case for my issue, i wanted to cancel my membership, they said ok… fast forward checking my email just now and what I see.. a membership renewal! They don’t care about a customer experience at all and a year later still trying to charge you

I tried Clear for several month for free and a couple of times I used it during very busy times in the airport and managed to not miss my flight - which was excellent. When the trial period was over I decided to cancel it because I only found it in the 40% of the airports I was flying from. I tried to cancel the services in the App. App offered me another 2 month for free instead of cancelling. I accepted and 4 days later Clear tried to charge my credit card. After the attempt I decided to cancel it immediately. I cancelled it in the App. Clear tried to charge my credit card 2 days later… Had to cancel the services via phone, chat and phone automated services… Hopefully it will be cancelled this time…

I had to download this to go to a conference in Chicago to prove I was vaccinated. I had to allow the app access to my medical records (PHI) and ultimately it was unable to verify my COVID vaccine. My vaccine was administered at a hospital that uses Epic, which is where my record is saved. For those of you who aren’t in the medical field, Epic is one of the most widely used EHRs in the US (along with Powerchart, which is an Epic clone). I shared my PHI with Clear and it’s third party algorithm, without any benefit. I spent 30 minutes with their support staff, who couldn’t figure out the bug. There’s no option to upload a .pdf or picture of your vaccine card. This is a big bug that hasn’t been worked out. Don’t share your PHI with this app. It won’t verify your vaccine, and who knows what they’re doing with your health records.

Add the application and try to add vaccine record card I’ve tried it at least 20 times and it says “oops something went wrong”. Contact their support and unexpected wait times and waited over a day for a response. When the response came in it was somebody just trying to close the call and told me to uninstall the app and reinstall it and then they close the call before I could even answer. Uninstall the app and reinstalled it and same problem “oops something went wrong”. Don’t waste your time using this vaccine record card because it does not workAnd the support is nonexistent. They are just closing calls just because they have to close all the calls because of their unexpected wait time they’re very buggy app. I would stay clear away from this app.

Downloaded this app because an event required this crap of an app to enter. I signed up, gave over all the intrusive data they requested and at the end of everything, “I couldn’t be verified.” I am extremely concerned as to what is done with the personal information that is handed over in plain text. I cannot access the venue on time now because I entrusted this app to do what I claims to do in its description. I have contacted support with 0 success and I continue to wait outside of the venue with no success. Overall, stay away from this app and entrust your personal information to a human screener who is on site at the venue you are attending. I can’t believe I handed this app my ID and personal information for the sake of saving time entering a venue only to feel like my data was stolen.

They can’t figure out my account

Doesn’t work!

Verification process simply fails at different stages (sometimes just freezes). They tried to blame it on carrier (never had any authentication issue with same carrier in years). The only support they are able to provide is “try again in 30 days”. Clown service. Linkedin should sever ties with this company which reflects terribly on them.

I don’t know how this is a complete failure i have literally tried 30 times to verify an id in different lighting conditions it still fails. Customer support is disaster!

I saw the Ontarian asking about their vaccines not being recognized… is this designed to support ANY non-US proofs? If not, why even have it in the Canadian App Store? Thanks!

This is such a silly app making a baloney claim that you get verified. It doesn’t work for all of us, but what do they do? Nothing of course. And they want $200 for the pleasure of doing it when their system doesn’t work. And it’s only for US citizens as well. They have a deal with LinkedIn but they can’t get everyone’s ID validated - what is worse is that they don’t care. They will do nothing about it. I’m calling these people out because I’ve had enough of the false pretence and disgusting baloney. Their claims are untrue. I would notntrust them.

Hands down, the worst support I’ve experienced in 20 years.

Does not seem to offer anymore the Clear line at YUL (Montréal Airport). Other options in the US don’t seem to be free either as it used to be. As for my needs, it has become useless.

I only installed this useless app because of LinkedIn verification. I have no idea how they managed to get a contract with LinkedIn. When I try to register, I get this message: Your personal information could not be confirmed. The reason for it is because I am using a non major carrier. Customer support is non existant. I can only access the automated response. In other words, my LinkedIn account is being punished because CLEAR are not doing their job. I am 100% sure that they only use carrier data for their verification process.

The customer service experience was truly disappointing. They blame LinkedIn for verification issues instead of taking responsibility, and they’re unable to answer even basic questions. To make matters worse, their chat application is incredibly laggy, messages fail to deliver, and despite being online and actively engaging, the chat abruptly ends after a short time. It’s baffling how such an unprofessional company managed to secure a contract with LinkedIn.

I have the same info in my first and last name matches with what I have on linkdln and it still fails to verify me and also there is no live support. So bad of customer service.

Fraud, took my passport, verified my Id, gave me LinkedIn id badge and revoked a few months later. No customer service available. Their bot won’t help me.

Customer service is mean, useless and apathetic. If you’re not able to support your association with LinkedIn then just don’t. Being mean and disrespectful is not helping anyone. Also, you should consider teaching your employees at the customer care to understand how LinkedIn works for them to help.

I have no idea why you need a phone number with one of Rogers, Bell, or Telus to proceed with this app. Sounds like CLEAR isn’t actually doing any verification if they rely on the phone carrier for this.

CLEAR is an abysmal service with abysmal customer service. For weeks I tried to get verified via LinkedIn. There is no support through linkedin to handle problems that arise. And when you call CLEAR they are incompetent at basic levels of customer service. Even when you escalate issues through their system, the more qualified person calls back days and days after they said they would... And than they have no notes on what the issue was that was escalated and apparently can't even tell the date of the original customer service call. It blows my mind how this company has the credibility to be trusted for something as important as verification when they clearly don't value anything about the people they are verifying. And don’t believe their replies. You can email them all you want but the best part of their customer service is the replies to their reviews. Everything after that is abysmal. From AI chat bots that won’t escalate your issue to a human (or even be clear that it’s not human) to customer service agents that seem to know less about the service than the customer does… the replies to bad reviews is just cosmetics to make readers think they are responsive.

The app doesn’t accept Canadian ID

They require a ‘verified phone carrier’, can’t use public mobile.. refused to verify after I provided id & photo.

Literally cannot sign in via linked in or within the app, the camera feature is complete trash and does not recognize anything. Not only does it try taking a picture right away the complains about it being blurry, there’s also no manual input method for information well. Fix this garbage.

I have tried many times to update my id’s but it didn’t worked not recognising any data and application camera scanner is worst. Time waste Zero star

I’m trying to sign up and first thing when taking personally photo , immediately I get the message “Opps something went wrong” and it never worked since then.

Does not work for Canadians . And customer services are weird

I tried to get verified many times and always had some unknown issues. Today I had chat with representative, who couldn’t help me and asked me to try again after 30 days. Wow. Is it for real? Also asked me to ask my mobile operator what’s wrong with my phone number. I’m totally confused and disappointed.

Doesnt work and no help from customer service. They are saying my phone provider is at fault…

I tried… several times to get a clear photo for ID, it will not focus the camera.

Only supports a handful of phoen carriers, have no way of changing my number and support is really bad. Lame

This was complicated to use. First I tried to register on my iPad but it didn’t work since the camera didn’t seem to take a picture. Also, both picture for face and passport were rotated. Switched to my phone and then had to redo everything.

Very scary that they now own my biometric data

This is the most invasive app I’ve ever seen

Had issues with setting up account initially, had to use passport as ID even though driver licenses were listed as possible option during the setup process. Once through, my vaccination status was denied. Talked with support and they stated that non-US vaccination status documents are not supported.

Terrible app - needs work !

We are a Canadian couple who spend winters in California and regularly attend the BNP Paribas tennis tournament. Yesterday we spent a hellish three hours trying to obtain our health passes. Because we have a U.S. telephone number, using our mobile phone we identified as international residents rather than Canadians. Difficult to upload our QR codes and to obtain second pass after the first. Finally after several calls a helpful support person Theodore took us through the process. We already had to undergo a complicated process to obtain our tickets through AXS, now another to obtain our health passes. This has detracted from our enjoyment of this great tennis tournament.

Wouldn’t accept my ID, wouldn’t accept my vaccine card. When I was waiting for support I went from #1 in line to #2. How?? Never had this many problems with an app before.

Does not work for foreign registrants.

I tried 4 times to input information for the American Express PGA Event , entered all info . At end says no internet connection Not correct .

Worst app ever. Doesn’t recognize you phot/scan and support is useless.

Went to add my wife to the app and could not find any way to do so. Looked it up on line and it is an involved complicated process. Another app to scrap.

4 attempts for facial recognition; Ok maybe it was lighting etc. I can handle that. Pulls my vaccination history properly via my QR code however doesn’t accept it and will not give me a green screen. Two levels of customer service continue to tell me they can’t accept international vaccine records however the system pulled them just fine. I was also sitting with 3 other members of my party with identical records who had absolutely no issue.

It's not friendly for Canadians to upload the vaccination approvals. And find no way to revise my personal info.

Climate Pledge Arena made it so difficult to enter without this app they basically made it mandatory. Why can’t they just read my card instead of making me give this company my information. All the arenas that will require this app, shame on you.

Well it is a 2 week quest to get it to work for Canadians and our QR code’s. figured it out, but not easily.

Invasive amount of data being requested and to top it off the app was unable to confirm my ID. Support was slow and largely unavailable. Would not at all recommend if you have other options to prove your vaccination status.

This app is required to attend a US event, but there is no way to upload Canadian vaccine info. Worse still, this is only apparent AFTER you’ve uploaded your ID and scanned your face. Clear offers no direction on how to delete this information from their database. I suspect this violates Canadian privacy laws.

Everywhere I’ve seen on their website, says this app will work for Canadian visitors to the U.S. WRONG! Won’t allow me to enter my vaccine certificate. Allegiant Stadium, LV.

The camera photo verification process does not work. Tried 30 different lighting settings. Very frustrating

Requests way too much personal information. Why should I trust an app with so much info? What if I lose my phone or it gets stolen?

Doesn’t recognize Ontario vaccine cards and they won’t add it manually. Asking the venues to offer a different app as an option.

Doesn’t work and no support - what more do you need to know!