how to call USCIS Customer Service Number

USCIS Customer Service Number and How to Reach Them?

Jan 21, 2024

Moving to the US is a long and tiresome process. Lots of unexpected things can happen during the immigration process, especially with millions of foreigners looking to relocate to America each year. That’s why the USCIS set up a customer service center at 1-800-375-5283 that serves as a support hub for all applicants. Whether you have questions regarding the immigration or visa application process or have issues with your case, calling USCIS customer service number should be your first step.

However, there’s just one problem — the customer service center relies heavily on automation to handle its large workload. So if an automated voice assistant isn’t enough to help you solve your problem, trying to get through to a live agent may cause you a lot of headaches if you don’t know a few useful tricks.

That’s why in this article, we will guide you through everything you need to know about the different support options available at the USCIS, how to prepare yourself for the call, and how to get to talk to a human.

But first, let’s talk about the USCIS customer service number and how it works. 

What’s the USCIS Customer Service?

The USCIS customer service is a division formed by the US Department of Homeland Security to help foreigners applying for a US visa or immigration services. Because the USCIS processes over 100,000 immigration cases each year, this department was formed to help manage customer inquiries.

Users can contact USCIS customer service through several different channels, but the easiest one is through a toll-free USCIS customer service number 1-800-375-5283.

USCIS Customer Service Info
Phone Number 1-800-375-5283
Call Center Working Hours Mon–Fri, 8 AM–8 PM (EST)
Average Wait 7 Minutes

What Can USCIS Customer Service Help You With?

Although the USCIS customer service exists to help you with issues related to your visa application or immigration process, there are some issues the support cannot solve. That’s why you should first check whether customer service can help you with your particular problem before calling.

What USCIS Customer Service CAN Help With:

  • Answer basic questions about the visa and immigration procedures;
  • Answer inquiries about forms;
  • Help resolve technical issues;
  • Forward your issues to an immigration officer (in some cases).

What USCIS Customer Service CAN’T Help With:

  • Provide legal advice for your specific case;
  • Transfer your calls to a USCIS field office;
  • Book you an appointment at a field office.

4 Primary Types of USCIS Customer Service

Once you’ve identified that the USCIS customer service can solve your problem, you have four ways to contact them:

1. In-Person Customer Service

In-person customer service options are usually the hardest to reach due to the overwhelming number of cases the USCIS gets every day. Still, you have two options here:

  • An Appointment at a USCIS Field Office — This support option is usually reserved only for cases or scenarios where a person’s presence is absolutely necessary. In such cases, the USCIS representatives will usually reach out to you directly to schedule a meeting instead of the other way around.
  • Community Outreach — The USCIS often holds outreach events where they spread awareness and collect feedback on the USCIS activities. If one of these events is taking place near you, you can always visit and talk to a USCIS representative. However, the officials at this event will never answer any case-specific questions but will be happy to educate you on any of the visa or immigration processes or requirements.

Although in-person USCIS customer service isn’t suitable for most types of issues, these options are still available for some niche scenarios.

2. Phone Support

The most popular (and most practical) way of contacting USCIS customer support is by phone. Even here, though, you have several options to get to the actual USCIS customer service number:

  • USCIS Call Center — The USCIS call center is the organization’s primary support channel and is open 24/7. You can contact the call center via a toll-free USCIS customer service number 1-800-375-5283. This support option can also provide automated information about the most common issues customers may encounter. 
  • International Service — Foreigners can call their country’s USCIS headquarters directly to bypass the call center’s automated system. You can find the full list of USCIS offices and their contact information on the USCIS website.
  • Military Help Line — Military personnel and their families can contact a priority, military helpline by calling 1-877-247-46-45.
  • Premium Processing Line — This support option is reserved only for individuals who filed their requests under the Premium Processing program. If you are one of them, you can reach the priority support line at 1-866-315-5718.

Contacting the USCIS by phone is the most reliable way of solving any potential issues, as this channel has the highest response rates and user satisfaction.

3. Online Customer Support

Besides talking to USCIS support representatives, users also have various options to contact them online:

  • USCIS Online Account — Your USCIS online account is a source of regular, personalized updates about your case and should be your first stop when looking for help. Users can even send any case-related inquiries to the USCIS through their online account’s dashboard, as long as they have a USCIS online account number.
  • Live Web Chat — On the USCIS website, you can browse through the most-asked questions and answers through the Emma virtual assistant (available in English and Spanish). If you still can’t solve your problem, Emma can also connect you with a live agent for a more in-depth conversation.
  • Email — You can also contact USCIS support through the email address on their Contact Us page. However, you can expect longer response times if you use this method.
  • Social Media — Although the USCIS social media profiles aren’t an official support channel, you may still be able to get some help there. The USCIS is most active on X (former Twitter), so your odds of getting a response should be the highest there.

4. Snail Mail Support

Although it’s the least efficient way of contacting USCIS support, you can mail your issue to the USCIS offices. Remember, though, that this method takes a long time and you may not even get any response, as this medium isn’t a dedicated support channel.

Still, the USCIS may occasionally require you to forward them a hard copy of certain documents. If that happens, you can do it via snail mail or fax (the agents in question will provide you with the number).

Things to Prepare Before You Call the USCIS Customer Service Number

The USCIS agents are incredibly busy, and you’ll need to be time-efficient. So you should always prepare everything you’ll need before getting on a call with one. Besides that, get a pen and paper ready since you’ll be noting down lots of things. Here’s a short checklist to remind you of the essentials:

  • Keep your documents and alien registration number at hand;
  • Write down your call date and time;
  • Note down the name of the agent that picks up;
  • Write down all the numbers you or the agent mention in your conversation;
  • Ensure you have enough time to stay on hold and respond once the agent picks up;
  • Be polite to the USCIS representatives, regardless of whether they manage to help you;
  • Be direct and specific — the more information you can give about your problem, the likelier it is you’ll get it solved;
  • Don’t try to schedule an appointment at a USCIS office over the phone — you must do that in person.

Remember that once you call the USCIS customer service, you’ll first be greeted by their automated voice assistant. If the assistant isn’t enough to help you and you want to get through to a live agent, here’s how to do it… 

How to Talk to a USCIS Agent?

When you get to calling the USCIS customer service number at 1-800-375-5283, you will immediately be greeted by an automated voice assistant. This assistant falls under Tier 1 support and was designed to help you as much as possible before forwarding you to a live agent due to the high volume of calls the USCIS receives daily.

If the voice assistant can’t solve your problem, though, it will forward you to a live agent (Immigration Service Officer). These agents are considered Tier 2 support and specialize in reviewing and solving issues regarding USCIS cases.

However, getting past the automated voice assistant can be tricky. In fact, the biggest (and most frequent) complaint of users calling the USCIS is not being able to get in touch with a human agent. And that can also happen to you. 

Luckily, there are two things you can do to ensure you get through to a live USCIS agent:

  1. Call within the USCIS customer service working hours;
  2. Follow a specific prompt sequence when talking to the automated voice assistant to guarantee you get forwarded to a live agent.

When Is the Best Time to Call the USCIS Customer Service Number?

USCIS Customer Service Working Hours
Mo–Fri, 8:00–21:00 EST Mo–Fri, 5:00–18:00 PST Mo–Fri, 14:00–3:00 CET

Users can reach a live agent at the USCIS customer service Monday–Friday between 8 AM and 9 PM EST. Even though the automated voice assistant service is open 24/7, live support is available only during these working hours.

The best time to call the USCIS is early in the morning (8:00–9:00), near the beginning of the work week (Mon/Tue). These times usually have the least amount of phone traffic and have better agent availability.

How to Get Past the USCIS Automated System Quickly

Although getting past the USCIS automated system and reaching a live agent is tricky, there is a catch — you can do that by providing a very specific set of answers. Here is what you need to say after reaching the USCIS voice assistant:

  1. When the voice assistant asks “How can I help you”, say “I want to know about my case.”
  2. When the robot asks for your receipt number, say “I never received a receipt number/I don’t have one.”
  3. When the machine asks you about the service center, say “At a service center.”
  4. When the assistant asks you whether 30 days have passed, answer “Yes.”
  5. When asked about the tracking number, reply, “Yes.”

After you’ve got the USCIS customer service number, you should be put in a queue to talk to a live USCIS agent. Depending on when you’re calling, you may have to wait anywhere between 10 and 50 minutes (sometimes even longer).

Best of luck with your case!

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