Immigration to the United States is a hectic ordeal. Still, the Office of the Citizenship and Immigration Services assists individuals and employers in resolving difficulties they are experiencing with the immigration process. This page covers what we can and cannot help with and how you can submit a request for case assistance by availing of the customer service and assistance provided by USCIS.
Table of Contents
What is USCIS Customer Service?
Many years ago, USCIS set up the ‘National Customer Service Center.’ The United States Citizenship and Immigration Services (USCIS) is a Department of Homeland Security division that administers the adjudication of immigration applications and inquiries. Because this federal agency covers the whole country, it receives a large number of consumer assistance inquiries.
The National Customer Service Center (NCSC) was created to help manage this customer service volume.
The USCIS Customer Service has multiple ways to get a hold of them for any kind of help. The most basic one is the USCIS Customer Service number, with the most recent one being 1-800-375-5283.
How Do You Talk to a Live Person at USCIS?
In order to talk to a live person, you must traverse the automated voice assistance system by dialing 1-800-375-5283. Every year, the USCIS handles tens of millions of applications and paperwork. Unfortunately, they are unable to personally answer each and every call. As a result, they have put in place this mechanism.
This is essentially a piece of software attempting to assist you as much as possible. The call will be transferred to a real person if it can’t. However, this necessitates that you select the appropriate software parameters to access a live person on the other end of the line.
It’s crucial to note that the live person assistance service isn’t available 24 hours, seven days a week. You must call during certain fixed hours. Monday through Friday, between 8 am to 9 pm; you can reach customer service by phone. On weekends, this service is not accessible.
However, the Interactive Voice Response system is open 24/7. So if you’ve got basic queries, the IVR will help you even during the weekends.
What are Other Types of USCIS Customer Service?
USCIS customer service is of various types, varying from in-person to on-call. The types of Customer services are:
In-Person Customer Service
Local Field Office
People with case-specific questions can call the USCIS Contact Center at 1-800-375-5283 if they haven’t been able to find the information they need utilizing the online resources (TTY: 1-800-767-1833). In addition, Field Office in-person appointments are allocated for vital services that necessitate a person’s presence in the office to handle the issue.
Community Outreach
USCIS participates in community outreach activities to educate the public, improve conversation and visibility, and obtain input on USCIS operations.
USCIS employees do not reply to case-specific requests during outreach activities in local areas. Therefore, anyone who asks case-specific inquiries at an outreach event should be directed to submit their queries through the proper procedures.
Community outreach programs include a wide range of themes. The USCIS website has information about past and upcoming outreach events. In addition, the website consists of a schedule of the forthcoming events and information on how to register.
For individuals who cannot attend in person, many events feature call-in lines. Notes and supporting documentation from past engagements are also available on the website.
Online Customer Support
USCIS Online Account
Applicants, petitioners, and representatives can use their USCIS online accounts to get individualized, real-time information about their cases 24 hours a day from any internet-connected device. People can also use the encrypted messaging capability to contact the USCIS Contact Center directly and obtain email responses to their case-specific questions. This is the simplest and most complete method of communicating with USCIS on individual cases.
Online Messages
However, Contact Center workers are prohibited from providing case-specific information to protect benefit requestors’ privacy. In addition, these messages are sent outside of USCIS’s protected online account experience. Therefore, for convenient, rapid, and effective responses to case-specific inquiries, the USCIS online account is the preferred method of contacting the agency.
Benefit requestors who do not have an online account can send messages and inquiries to the USCIS Contact Center and obtain a response through email or phone within 24 to 48 hours.
Emma and Live Web Chat
Emma is the Virtual Assistant for USCIS. Emma can answer general questions regarding immigration services and benefits and direct visitors to a comprehensive website. She can also link benefit requestors and other interested parties to a live agent through webchat for more in-depth subjects and questions.
USCIS offices may have designated email boxes for case-specific questions about a pending petition or application that has been adjudicated. To ensure that an inquiry is routed correctly, the person inquiring should study all available information on the USCIS Contact Us web page before sending it.
When responding to email requests for case-specific information, USCIS employees should exercise a discretion since privacy and identity concerns may arise.
Telephone Customer Support
USCIS Contact Center
The USCIS Contact Center has a toll-free phone number open 24 hours a day, seven days a week. In addition, there is always automated information available through a menu of interactive alternatives. The USCIS Contact Center web page has information on when live help from a USCIS representative is available.
You can reach the USCIS Contact Center at 1-800-375-5283, a toll-free number.
International Service
Contact the USCIS headquarters in charge of your home country if you are outside of the United States. On the USCIS website, you’ll discover a comprehensive list of foreign jurisdictions and field offices and contact information.
Military Help Line
The Military HelpLine has a toll-free military helpline exclusively for troops and their families.
For more information on when USCIS military assistance staff are accessible to take calls, go to the Military Help Line web page. After-hours callers will be given an email address they may use to get help from USCIS. The toll-free phone number for the military helpline is 1-877-CIS-4MIL (1-877-247-4645)
Premium Processing Line
The premium processing application for USCIS provides a toll-free phone number exclusively for inquiries about requests filed under the Premium Processing program. The premium processing line’s toll-free number is 1-866-315-5718.
Traditional Mail
Traditional Mail and Facsimile
Dedicated mailing addresses are accessible for the delivery of applications and petitions, responses to requests for evidence, or service requests in hard copy format. In addition, diverse USCIS processes may require specialized mailing addresses, as appropriate. Mailing addresses are available at the Find a USCIS Office page on the USCIS website.
USCIS does not provide a general facsimile (fax) number. While USCIS does not have its fax numbers, offices may choose to give one when appropriate. Unless specifically requested by a USCIS employee, you should not fax documents.
How Can You Guide Through the USCIS Automated System?
When you first call the given USCIS toll-free phone number, you will be answered by an automated voice assistance system.
Here's a brief on what the computerized answer system would be like:
- Call 1-800-375-5283 for more information and assistance.
- For English, press 1. you can find other possible languages by dialing other numbers.
- To check the status of your case, press 1.
- If you don’t have access to your receipt number, press 2.
- To speak with a USCIS representative, dial 2.
After pressing the "1 for English" language selection inquiry, you'll need to do some work. The voice assistant will prompt you with the following questions:
- Press # to hear all of the most recent immigration-related news.
- Press 1 to contact the USCIS and get a form.
- To enquire about the most recent petition you’ve submitted with the USCIS, press 2. Also, if you want an answer to the question, hit two.
- To enquire about the most recent petition you’ve submitted with the USCIS, press 2. Also, if you want an answer to the question, hit two.
- To notify USCIS of a change of address, press 3.
- To find the nearest USCIS local office or application facility, press 4. If you wish to make an appointment or request disability accommodations, you should use the same key.
- Dial 5 if you want to schedule a doctor for your immigration medical examination.
- Dial 6 if you need legal assistance from immigration attorneys or BIA representatives.
- Suppose you require information under the Freedom of Information Act, press 8. Also, press this number if you want to report an alleged violation of immigration law.
- Press the star (*) for any other information.
The following options will be provided to you after this:
- Press 1 to request a copy of the USCIS guide for the naturalization process.
- Press 2 to inquire about the priority cutoff date
- Press 3 to enter the services section specifically for US citizens
- Press 4 to enter the services section meant for LPRs, refugees, and conditional residents
- Press 5 for information related to temporary visitors
- Press 6 for information pertaining to employers
- Press 8 if you’re experiencing technical failures while submitting an electronic application form
- Press the hash (#) key for information related to deferred action
- Press the star (*) key for information related to provisional unlawful presence waivers.
You must complete the section until you are happy with the answers. If your queries remain unanswered, press the keys as directed. Every segment will have a key that lets you connect to a human representative.
Also, please keep in mind that the phone menu is updated frequently. As a result, you may hear various alternatives when you dial in.
Who Would You Talk To At the USCIS Contact Center?
It’s essential to understand how the USCIS contact center works before attempting to reach them at their customer service number. The Customer Service employs a two-tier system:
Customer Service Representatives at Tier 1
When you call the above number, CSRs will be your initial point of contact (after navigating through the Interactive Voice Response system). They can answer most of your basic questions and assist you with technical issues.
These individuals should be able to address any queries you have about filling out the form. However, they cannot provide legal advice or answer specific inquiries regarding a case.
Immigration Service Officers (ISOs) at Tier 2
Suppose the customer service agent cannot assist you and determines that your questions are urgent; he will transmit the call to an immigration service officer.
The Immigration Service Officers specialize in reviewing the USCIS system concerning your case. As a result, they can answer many more questions about your case. They can also gather data on outstanding and resolved cases and information on in-office appointments.
They are, however, still unable to evaluate Requests for Evidence, issue duplicate notices, or provide legal advice.
Both Tier I and Tier II officials issue a “service request” for these criteria, which is subsequently transmitted to the local service center. You can also contact the local offices or service center. Click here to locate the nearest USCIS office.
What to Call USCIS For and What Not?
Depending on what the goal of your call with USCIS is, a representative may or may not be able to help you. Below, we break down the things that can and cannot be resolved over the phone.
Call USCIS To:
- Get “basic” scripted information.
- Get answers to questions about forms.
- In some cases, escalate a call to an immigration officer.
- Some technical support issues
Don’t Call USCIS To:
Regardless of who you speak with at UCIS, don’t call to
- Get legal advice
- Schedule appointments at field offices
- Get your call transferred to a field office.
How to Prepare for Your Call with USCIS Customer Service?
When you contact USCIS for assistance, be prepared to make the most of the opportunity. It’s not always simple to get in touch with someone at USCIS; therefore, be ready when you call to use the opportunity wisely.
- Before calling, write down the phone date and time.
- Write down the name of the USCIS representative who answers your call.
- Keep track of any relevant numbers given throughout the conversation.
- Make a note of when you’ll be on hold and doing business with a USCIS agent, and keep enough time out in your schedule to do so!
- Be friendly and polite to the customer service representative. Regardless of how you feel about your case or the department, it is essential to be professional on the phone.
- Don’t use profanity or offensive language. This will only hinder your chances of getting the help you need.
- Don’t be vague about your questions. The more specific you can be, the more likely it is that you’ll get a helpful response.
- Don’t try to schedule an appointment over the phone. You’ll need to visit the field office in person to do so.
How to Enter Receipt Number in USCIS Customer Service Call?
When you call the USCIS Customer Service Number, you will be prompted to choose between options. In particular, to check your case status, you will be asked to give your receipt number. Follow these steps:
- Call 1-800-375-5283;
- Press 1 to continue in English;
- Press 1 for case status;
- Press 1 if you know your receipt number;
- Enter the receipt number to hear your USCIS case status
The receipt number is a 13-character identifier that USCIS provides for every application or petition they receive. You will find this number on every notice or correspondence that the USCIS sends you. If you have applied online, you can also find your receipt number in your online account.
If you do not have your receipt number, you can still check your case status by following these steps:
- Call 1-800-375-5283;
- Press 1 to continue in English;
- Press 1 for case status;
- Press 2 if you do not know your receipt number.
Frequently Asked Questions
Q1. What to do before I contact USCIS?
Before you call the USCIS helpline, make sure you:
- Check your case status online.
- Check if there’s a processing time applied to your case.
- Check if there’s any priority date.
Q2. Are there any alternate numbers to contact USCIS?
You can also contact the USCIS by dialing 1-800-375-5283, which is a toll-free number.
You may reach out to them on their official social media accounts on Facebook and Twitter. Twitter has a higher rate of prompt replies than any other.
Q3. What is the best time to call USCIS?
The customer service line is open Monday-Friday, 8 am – 9 pm EST. It is closed on weekends. The best time to call is early in the week and early in the day. The wait times are generally shorter at the beginning of the workweek.
Q4. How can You Check your Case Status via email?
Here are the email addresses you should use to obtain information about your case from USCIS, depending on which service center is handling your application:
- Texas Service Center — [email protected]
- California Service Center — [email protected]
- Vermont Service Center — [email protected]
- Nebraska Service Center — [email protected]
If USCIS has sent your case to the National Visa Center (NVC) for further consideration at the Department of State. In that case, USCIS will not be able to provide you with an update by email. In that situation, you’ll have to check your visa status with the NVC.
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