Service requests

A Service Request (or Case Assistance Request) is essentially a formal inquiry made by an applicant or an applicant’s attorney asking for information about the status of a case pending before the US Citizenship & Immigration Services, or requesting something from the USCIS. USCIS now refers to these as “Case Assistance Requests” on their website.

Usually you would be submitting a Service Request because (1)the case is outside the normal processing time that are posted at https://egov.uscis.gov/processing-times/ and you want case status information; (2) you need to request accommodations; (3) you noticed a typographical error you need to get corrected; or (4) you need to reschedule an appointment/interview..

WHAT INFORMATION CAN YOU GET? #

When you make a Service Request you will explain what the problem is you are attempting to remedy or ask for information about your case is outside normal processing times. Typically a Service Request is a tool reserved for the following situations:

1. Missing Notice or Correspondence From USCIS #

You have not received a notice, or other correspondence that you should have received already. For instance, if you check the status of your case at uscis.gov and it says that USCIS mailed a notice to the address provided and that you should contact USCIS if you don’t receive that notice within ten days.

2. Inquire About Case Outside Processing Times #

If you have not received any update on the status of the application or petition that you filed, the USCIS Online Case Status System does not show any update, and you checked the current processing times for form that you filed at https://egov.uscis.gov/processing-times/ and you see that your case is outside of the normal processing times.

Example: You filed an I-485 application for adjustment of status and received a receipt notice nine months ago but nothing since then. You check the case status online at uscis.gov using the receipt number but that only states that USCIS received your application nine months ago. You check the current processing times on the uscis processing times page and there it says that 80% of Form I-485 Applications are adjudicated within six months. Your case is outside processing times and you have were diligent in attempting to get a status update through all other available channels before submitting a Service Request.

3. Request Accommodations #

If your hearing is impaired and you will require a sign-language interpreter for your USCIS interview then you should request those accommodations as soon as possible.

4. Correct a Typographical Error #

If you received your EAD or LPR Card or other document from USCIS and you see there is a typographical error. If you contact USCIS after receiving your receipt notice to inform them of the typographical error then they may be able to make that correction in time to avoid your card being printed with the error. More on having USCIS fix an error.

5. To Request Expedited Processing #

If you need to request expedited processing because of a time-sensitive emergency. For example, if one of your parents is in the hospital with a serious medical condition and you are requesting a travel document like advance parole to go visit them.

WHO CAN MAKE A SERVICE REQUEST? #

Only the applicant or their attorney who has submitted a Form G-28 that has been accepted and processed by USCIS can make a Service Request. You will need to provide personal information to confirm your identity to submit the request.

HOW TO MAKE A SERVICE REQUEST? #

A Service Request can be made online, by phone, or in-person, although since COVID-19 it has become exceedingly difficult to get in-person appointments at USCIS so they are quite rare now. Only the applicant or their attorney who has submitted a Form G-28 that has been accepted and processed by USCIS can make a Service Request.

WHEN CONTACTING USCIS #

You should make sure you have the following whenever you are contacting USCIS:

• A pen/pencil to write down the Service Request Confirmation Number they give you and the ID number of the person you speak with;
• The Name and DOB of the petitioner and beneficiary (if applicable), the receipt number of the application/petition, and the address you gave to USCIS, and your A number;
• At least an hour to wait on hold if you are contacting them by phone;

WHEN SHOULD I CONTACT USCIS? #

1. When you need to reschedule a biometrics appointment or interview date;
2. In emergencies, such as emergency advance parole for travel or proof of permanent residence;
3. To request an expedite of your case if any of the USCIS expedite criteria apply; and/or
4. For inquiries related to cases outside normal processing time.

You should not make a Service Request or otherwise contact USCIS for assistance when you are looking for information that is readily available on the USCIS website (what form do I need to file for employment authorization or what address should the form be submitted to) or things USCIS cannot assist you with.

Send a Secure Message #

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. If you did not file your case online but have a receipt number that begins with “IOE,” you have access to all account features AFTER you (1) create your online account AND (2) link your paper filing to your myUSCIS account using a
unique Online Access Code (OAC) that USCIS provides via mail. You can then send secure messages to USCIS.

Submit a Complaint About a USCIS Worker #

Use the report employee misconduct link. Do not submit a Service Request.

WHAT IS THE NORMAL PROCESSING TIME? What’s an INquiry Date? #

The normal processing time is the amount of time that USCIS claims that it usually takes for the specific form to be adjudicated by them. To manage their limited resources by allowing staff to focus on adjudicating cases rather than responding to inquiries–USCIS only allows inquiries for cases that are taking longer than the time USCIS took to complete 93% of adjudications. Those cases are deemed to be outside normal processing times. The date that they become outside normal processing times is what USCIS calls the “inquiry date.”

If you check the site and your form returns two processing dates then make sure you read carefully to find the inquiry date, which will control how soon you can submit a Service Request, which is labeled “inquiry date”. The one labeled “processing time” shows the time it took to complete 80% of the cases adjudicated in the past six months. It does not indicate how soon USCIS will take action on your case. The one labeled “inquiry date” lets you know when you can submit an inquiry to USCIS about the status of your case.

Lockbox INQUIRiES #

If you have a question about a filing mailed to the Chicago, Dallas, Phoenix, or Elgin Lockbox you may email them at lockboxsupport@uscis.dhs.gov and they should respond within a few days. You should include the form number, receipt number (if you have one), petitioner and/or applicant name, your A# (if you have one), and your current mailing address on record with the USCIS. Do not include Social Security numbers in emails.

Examples of Lockbox inquiries:

• What is the reason your submission was rejected;
• How or where to submit an application or petition that should be filed at one of the four Lockbox locations; and
• If you filed something more than 30 days ago and have not received a receipt notice.

I-90 And N-400 Applications #

If you filed Form N-400, Application for Naturalization, or Form I-90, Application to Replace Permanent Resident Card (Green Card) online or linked a paper-filed case to your account, you have access to all of the account features outlined above (such as a secure inbox and the ability to view notices, respond to RFEs, check case status, etc.). Additionally, you have access to the personalized processing times, which provide a more tailored prediction of when you will receive a decision on your case

Other Assistance #

Ombudsman Office Assistance Request: https://www.dhs.gov/topic/cis-ombudsman/forms/7001

* NOTE: You cannot make a Service Request asking for case status information about an application or petition that is still within normal processing times posted on uscis.gov. When making a Service Request you must provide the date of filing of the petition/application at issue, and the system will not allow for a Service Request to be submitted if it is within the processing times posted at uscis.gov.