If you filed a form online through myUSCIS, you have access to all of the account features (such as a secure inbox and the ability to view notices, respond to RFEs, check case status, etc.) and can send a secure message from within your USCIS online account.
You can also submit a case inquiry or service request using e-Request.
Eastern Time in certain instances if Emma cannot answer the question.
Emma, the online virtual assistant on the USCIS website, has a “Live Chat” feature that enables you to reach live assistance Monday through Friday from 8 a.m.
Help – the USCIS IVR menu options led me to a dead end. Call volume is heaviest on Mondays and tends to get lighter throughout the week.
Be strategic when calling the USCIS Contact Center.
The USCIS Contact Center wait times have increased due to a number of reasons, including decreased staffing levels, something USCIS is actively working to address.
In those instances where self-service is available, the IVR will not present an option for a caller to reach live service.
USCIS is limiting live assistance through the USCIS Contact Center to better assist those who require live assistance.
Use USCIS online tools when you can and request live assistance for when it is truly needed (scheduling an in-person appointment for an ADIT stamp, emergency parole, etc.), which helps USCIS manage its limited resources.
I’m going through the menu options on the USCIS Interactive Voice Response (IVR) system menu of options, but not getting to live assistance. This does not mean that there is a problem with your case. Each case is unique, and some cases may take longer to adjudicate.
USCIS adjudicates applications and petitions on a case-by-case basis.
Processing times vary from office to office.
If your case is outside normal processing times, you can submit a case inquiry using e-Request.
Check your case status frequently and wait until your case is outside normal processing time per USCIS’ processing times page by selecting the form type and office location before reaching out to the USCIS Contact Center.
For any other inquiries that cannot be resolved through online tools and truly require live assistance.
To request an expedite of your case if any of the USCIS expedite criteria apply and/or.
For emergencies, such as emergency advance parole for travel or proof of lawful permanent resident status (such as an Alien Documentation, Identification and Telecommunications (ADIT) stamp in your passport).
When you need to reschedule a biometrics appointment or interview in advance of the appointment or interview date.
When does it make sense to reach out to the USCIS Contact Center? This is the result of financial limitations and resource constraints that make it impossible for USCIS to offer live assistance to every customer in the face of increased inquiry volumes. The USCIS Contact Center has made changes to reduce reliance on telephonic live assistance while promoting the use of online self-help tools and digital inquiry channels. How to Make Your Communication with the USCIS Contact Center More Effective
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