Chapter 3 - Types of Assistance

A. In-Person

In general, benefit requestors can use the USCIS Contact Center resources, including USCIS online tools, to manage and obtain information about their cases. Specific customer service options are available for certain programs and populations. The Contact Us webpage provides more information on how to obtain assistance.

To prevent the unauthorized disclosure of information, USCIS follows privacy and confidentiality protections when managing case-specific inquiries.^[1]

1. Local Field Office

In-person appointments at field offices^[2] are reserved for services that require a person’s physical presence in the office to resolve an inquiry.

USCIS does not allow walk-in appointments. Benefit requestors must have an appointment to visit a USCIS field office. Benefit requestors generally may request an appointment using the My Appointment online tool. Benefit requestors who are not able to request an appointment online may call the USCIS Contact Center at 1-800-375-5283 (TTY: 1-800-767-1833) for additional assistance.

Benefit requestors should bring any applicable forms, payment, photos, and evidence, including documentation related to their requested service to their appointment. For example, a person requesting an emergency travel document should bring evidence to support the emergency request.

If USCIS closes an office or changes office hours, USCIS informs the public of such on the USCIS Office Closing webpage. Benefit requestors should check this webpage on the day of their appointment for any office closures and other important information.

2. Community Outreach

USCIS engages in community outreach programs to educate and increase public awareness, increase dialogue and visibility, and solicit feedback on USCIS operations. During outreach events in local communities, USCIS employees do not respond to case-specific inquiries. Anyone asking case-specific questions at outreach events should be directed to submit their inquiry through appropriate channels.

The topics of community outreach programs are varied. Information on past and future outreach events can be found on the USCIS website. The website provides a list of future engagements and instructions on how to register to attend. Many events also have call-in numbers for those unable to attend in person. The website also contains notes and supporting documents from previous engagements.

B. Online

1. USCIS Online Account

USCIS online accounts allow applicants, petitioners, and representatives to access personalized, real-time information related to their individual case 24 hours a day through any internet-connected device. Persons can also communicate directly with the USCIS Contact Center through the secure messaging function to receive email responses to their case-specific inquiries. This is the easiest and most comprehensive way to communicate with USCIS regarding case-specific issues.

Benefit requestors can send messages and inquiries directly to the USCIS Contact Center, using the online webform when they need assistance with their online account, such as resetting their password or Online Access Code.^[3] USCIS generally responds to these messages and inquiries by email or phone within 48 hours. Since these messages are outside of USCIS’ secure online account experience, Contact Center staff are limited from sharing case-specific information to ensure the privacy of benefit requestors. The USCIS online account is the preferred method of contacting the agency for timely and effective responses to case-specific inquiries.

2. Emma and Live Web Chat

Emma is the USCIS Virtual Assistant. Emma can provide immediate responses to non-case-specific questions about immigration services and benefits, guide users through our comprehensive website, and connect benefit requestors and other interested parties to a live agent through web chat for more in-depth topics and questions.

3. Email

USCIS offices may provide designated email boxes for case-specific inquiries about a pending or adjudicated petition or application. Before submitting an inquiry, the person inquiring should review all available information listed on the Contact Us web page to ensure that the inquiry is properly routed. 

USCIS officers should use caution when responding to email inquiries requesting case-specific information, as issues of privacy and identity may arise.^[4]

C. Telephone

1. USCIS Contact Center

For the convenience of benefit requestors and other interested parties located within the United States, the USCIS Contact Center provides a toll-free phone number: 1-800-375-5283 (TTY: 1-800-767-1833). For more information, see the USCIS Contact Center webpage.

Multi-Tiered Structure

The USCIS Contact Center provides escalating levels of service to handle inquiries of increasing complexity, primarily through an Interactive Voice Response (IVR) system^[5] and a multi-tiered level of live assistance.

• IVR – The IVR system may initially answer callers’ questions and can send links via email and text. The IVR system offers callers live assistance if additional assistance is needed.
• Tier 1 – Tier 1 is the first level of live assistance. Tier 1 staff members, who are contract employees, provide basic case-specific and general non-case-specific information.
• Tier 2 – If Tier 1 is unable to completely resolve an inquiry, Tier 1 staff members may escalate the inquiry to a Tier 2 Immigration Services Officer. The Tier 2 Immigration Services Officer then contacts the caller by phone or email.

Callers may, at any time, request to have a call directed to a supervisor.

If an inquiry involves a case physically located at a domestic USCIS field office or service center, the USCIS Contact Center may create a service request. The service request is automatically routed to the USCIS office that can best resolve the inquiry. If an inquiry involves a case physically located at an international USCIS field office, the USCIS Contact Center may provide the caller with that office’s contact information and refer the inquiry, as appropriate.

2. International Service

For the convenience of benefit requestors and other interested parties located outside the United States, USCIS provides a phone number for international callers. The phone number for persons calling from outside of the United States is (+1) 212-620-3418.

Benefit requestors located outside of the United States may also contact the international office with jurisdiction over their place of residence. USCIS provides a complete listing of international field offices and their contact information through the International Immigration Offices webpage.

D. Traditional Mail or Facsimile

While USCIS may respond to case-specific inquiries and requests for assistance by U.S. mail, the USCIS Contact Center and online tools are generally the preferred method of contacting the agency for timely and effective customer service.^[6] Dedicated mailing addresses may be available, as appropriate, to address specific types of inquiries. Before submitting an inquiry, the benefit requestor should review the Contact Us webpage to ensure they properly submit their request.

USCIS does not provide general delivery facsimile (fax) numbers, but USCIS offices may provide a fax number in specific circumstances when appropriate. For example, an officer may provide a fax number to aid in the efficient resolution of a case or as a method to expedite delivery of requested documents or information. Documents should not be submitted by fax unless specifically requested by a USCIS employee.

Footnotes

[^ 1] See Chapter 7, Privacy and Confidentiality [1 USCIS-PM A.7].

[^ 2] See the Field Offices webpage.

[^ 3] See the Password Resets and Technical Support webpage. 

[^ 4] See Chapter 7, Privacy and Confidentiality [1 USCIS-PM A.7].

[^ 5] IVR is an automated phone system technology that allows callers to access information through a voice response system without speaking to a person.

[^ 6] See Section B, Online [1 USCIS-PM A.3(B)].