You can submit a USCIS service request or case inquiry online through USCIS e-Request, through your USCIS online account when secure messaging is available, or by contacting the USCIS Contact Center when the issue cannot be handled online.
The correct method depends on what you need USCIS to address.
For example, USCIS currently provides online options for:
- A case taking longer than expected;
- A notice that never arrived;
- A card that never arrived;
- An immigration document that never arrived;
- A typographical error; and
- A disability accommodation for a USCIS appointment.
For a delayed case, first check whether USCIS says your case is eligible for an inquiry. You generally cannot submit an outside-normal-processing-time request simply because your case feels slow.
What Is a USCIS Service Request?
A USCIS service request is a way to ask USCIS to address a specific problem involving a pending or completed immigration case.
People commonly use the term “service request” to describe requests involving:
- Delayed cases;
- Missing notices;
- Missing cards or documents;
- Errors on USCIS documents;
- Appointment accommodations; or
- Other case-service problems.
USCIS’s current online e-Request portal technically separates these into two sections:
Case inquiries
- Check Case Processing — when a case appears to be taking longer than expected;
- Did Not Receive Notice by Mail;
- Did Not Receive Card by Mail; and
- Did Not Receive Document by Mail.
Service requests
- Appointment Accommodations; and
- Typographic Error.
So although applicants often use “service request” as a general term, USCIS may label your particular request a case inquiry instead.
When Should You Submit a USCIS Service Request?
Submit one when there is a specific case issue USCIS’s service tools are designed to address.
Examples include:
- Your case has exceeded USCIS’s inquiry threshold;
- USCIS says it mailed you a notice but you never received it;
- USCIS says it mailed a card but the card did not arrive;
- An immigration document was mailed but never received;
- USCIS made a typographical error;
- You need a disability accommodation for an appointment; or
- USCIS instructs you to use a particular service-request process.
Do not submit a service request merely because:
- Another applicant received a decision first;
- Your online status has not changed recently;
- Biometrics were completed several weeks ago;
- You want USCIS to approve the case faster; or
- You are approaching an estimated processing time but have not yet reached the inquiry date.
The correct request depends on the actual problem.
How to Submit a Service Request for a Delayed USCIS Case
For a case taking longer than expected, start with USCIS’s official Case Processing Times tool.
USCIS requires you to determine whether your case is eligible for an inquiry before submitting a delayed-case request.
The general process is:
- Select your immigration form;
- Select the applicable form category;
- Select the relevant office or processing operation where required;
- Enter your receipt date; and
- Review the inquiry information USCIS provides.
The system will generally tell you either:
- When you can ask about the case; or
- That you can submit an inquiry now.
For a full explanation of this calculation, see What to Do When a Case Is Outside Normal Processing Time.
What Is the USCIS Case Inquiry Date?
The case inquiry date determines when USCIS will generally allow you to ask about a delayed case.
USCIS currently bases that date on the time required to complete 93% of adjudicated cases in the relevant processing group.
This is different from the headline processing-time number displayed for many forms.
That means your case can be older than the displayed processing time without necessarily being eligible for an inquiry yet.
You do not need to calculate the inquiry date yourself.
USCIS’s processing-time tool does it for you.
Can You Submit a Service Request Before the Inquiry Date?
Generally, not for an ordinary processing delay.
USCIS limits delayed-case inquiries because routine factors can cause cases to take different amounts of time.
The online system may prevent you from submitting an inquiry if the case has not reached the applicable threshold.
If you have a genuine urgent circumstance, an expedite request may be a different option, but an expedite request is not the same as a service request about normal processing time.
What Information Do You Need to Submit a USCIS Case Inquiry?
For a delayed-case inquiry, USCIS currently asks for information including:
- Receipt number;
- A-Number, if applicable;
- Filing date;
- Application or petition filed; and
- Email address.
The form number and filing date may automatically populate after you enter the receipt number.
Have your USCIS receipt notice available before starting.
Where Is the Receipt Number?
Your receipt number appears on USCIS notices such as Form I-797, Notice of Action.
It is generally a 13-character identifier consisting of three letters followed by 10 numbers.
Examples of prefixes include:
- IOE;
- LIN;
- SRC;
- WAC;
- EAC;
- MSC; and
- NBC.
When entering the number into USCIS’s online system, do not include dashes.
For a detailed explanation, see How to Read a USCIS Receipt Number.
Step-by-Step: How to Submit a USCIS e-Request
Step 1: Go to the USCIS e-Request portal
Use the official USCIS e-Request page.
Make sure the website ends in .gov.
Step 2: Choose the correct problem
Select the option that accurately describes your situation.
Current options include:
- Check Case Processing;
- Did Not Receive Notice by Mail;
- Did Not Receive Card by Mail;
- Did Not Receive Document by Mail;
- Appointment Accommodations; or
- Typographic Error.
Choosing the wrong request type can delay resolution.
Step 3: Enter your receipt number
Enter the full receipt number without dashes.
USCIS may use it to automatically retrieve information such as:
- Filing date;
- Form number; and
- Form subtype.
Review the information carefully.
Step 4: Enter any additional requested information
Depending on the request, USCIS may ask for:
- A-Number;
- Mailing address;
- Email address;
- Telephone number;
- Information about the missing item;
- Appointment information; or
- Details about the error.
Provide accurate information that matches USCIS records.
Step 5: Explain the issue clearly
When USCIS provides space for an explanation, state the issue concisely.
For example:
- The case has reached the USCIS inquiry date and remains pending;
- Case Status Online says a notice was mailed, but it was never received;
- The applicant’s name is misspelled on a USCIS-issued notice; or
- A disability accommodation is required for a scheduled appointment.
Avoid adding unrelated arguments or large amounts of unnecessary information.
Step 6: Review the request
Check:
- Receipt number;
- Name;
- Contact details;
- Filing information; and
- Description of the problem.
A simple typing error can make it harder for USCIS to match the request to your case.
Step 7: Submit the request
Complete the USCIS submission process.
Step 8: Save the confirmation number
This is important.
USCIS states that when you submit an online case inquiry, you receive a confirmation number.
Save it.
You may need the number if you later contact USCIS about the request.
What Does a USCIS Service Request Number Look Like?
The exact format can vary depending on the system and type of request.
You may hear it described as a:
- Service request number;
- Service request referral number;
- Inquiry confirmation number; or
- Reference number.
The important point is to keep whatever confirmation identifier USCIS gives you.
Also record:
- Date submitted;
- Reason for the request;
- Method used;
- Any response deadline USCIS provides; and
- USCIS’s eventual response.
What Happens After You Submit a USCIS Service Request?
USCIS reviews the request and may respond with information about the underlying issue.
Depending on the situation, USCIS could:
- Confirm the case remains under review;
- Provide a status update;
- Refer the request to the office handling the case;
- Explain that the case is still processing;
- Correct an error;
- Address a missing-document issue;
- Provide instructions for another action; or
- Explain that another process is required.
Submitting a service request does not itself determine the outcome of your immigration case.
Does a USCIS Service Request Speed Up Your Case?
Not automatically.
A delayed-case inquiry asks USCIS to review or provide information about a case that has reached its inquiry threshold.
It is not the same as expedited processing.
Submitting a service request does not guarantee:
- Immediate adjudication;
- Faster processing;
- Approval;
- An interview waiver;
- A response within a specific number of days; or
- Priority ahead of other cases.
USCIS still has to complete the adjudication required for your immigration benefit.
Is a Service Request the Same as an Expedite Request?
No.
The two serve different purposes.
Service request or case inquiry
This generally addresses an administrative or case-service issue, such as:
- A delayed case;
- Missing notice;
- Missing document;
- Typographical error; or
- Appointment accommodation.
Expedite request
An expedite request asks USCIS to adjudicate a case faster than its ordinary processing sequence because qualifying urgent circumstances exist.
A case can be eligible for a service request without qualifying for expedited processing.
Likewise, a person may have grounds to request expedited processing even before the case becomes old enough for an outside-normal-processing-time inquiry.
Can You Submit a Service Request If Your Status Is Not Updating?
Possibly, but an unchanged case status alone does not determine eligibility.
USCIS’s online status does not display every internal action taken on a case.
Your case may remain on the same public status while USCIS:
- Reviews evidence;
- Completes background processing;
- Waits for an interview slot;
- Routes the file;
- Reviews an RFE response; or
- Performs another internal step.
Check the processing-time tool and inquiry date first.
For more detail, see Why Is My USCIS Case Status Not Updating?.
Can You Submit a Service Request After Biometrics?
Yes, if there is an actual issue that qualifies for one.
But completing biometrics by itself does not make a case eligible for a service request.
USCIS does not operate under a universal rule requiring a decision a certain number of days after fingerprints are taken.
For example, a case may still require:
- Background checks;
- Evidence review;
- An interview;
- A transfer;
- Additional evidence; or
- Final adjudication.
See How Long After Biometrics Does USCIS Make a Decision?.
Can You Submit a Service Request After an RFE?
You can submit an appropriate inquiry once USCIS’s rules allow it, but recent RFE activity matters.
USCIS currently states that it considers a case actively processing if, during the previous 60 days, you:
- Received a notice about the case;
- Responded to a Request for Evidence; or
- Received an online case-status update.
This does not mean USCIS must make a decision within 60 days after an RFE response.
It concerns when the agency considers a delayed-case inquiry appropriate.
For more detail, see What Happens After USCIS Receives an RFE Response?.
How Do You Report a Missing USCIS Notice?
If Case Status Online shows that USCIS mailed a notice but you never received it, use the Did Not Receive Notice by Mail option in USCIS e-Request.
USCIS currently advises against submitting this type of inquiry for a newly filed case until at least 60 days have passed.
You may need:
- Receipt number;
- A-Number, if applicable;
- Filing date;
- Application or petition information;
- Information about the notice you did not receive; and
- Email address.
Before submitting the inquiry, confirm that USCIS has your correct mailing address.
How Do You Report a Missing USCIS Card?
USCIS provides a separate e-Request option for a card that was mailed but never received.
Do not confuse:
- A case that is still waiting for card production; and
- A card that USCIS says has already been mailed but did not arrive.
Check Case Status Online first.
If tracking information is available, review it before submitting the inquiry.
How Do You Report a Missing Immigration Document?
USCIS also has a separate option for certain immigration documents that were mailed but not received.
USCIS advises applicants to allow time for delivery after a document is mailed.
Its current non-delivery guidance says to allow approximately 30 days after Case Status Online indicates that the document was mailed before creating a non-delivery inquiry.
Use the request type that corresponds to the actual missing item.
How Do You Request a Typographical Correction?
USCIS’s e-Request portal currently has a Typographic Error service request.
This may be appropriate when USCIS made a typing error involving information on a notice or document.
The appropriate correction process can depend on:
- Which document contains the error;
- Whether USCIS caused the error;
- Whether the incorrect information came from the original application; and
- The type of immigration document involved.
Do not use a simple typographical-error request to try to change substantive information in an immigration filing.
How Do You Request a Disability Accommodation?
USCIS provides an online service request for disability accommodations associated with appointments such as:
- Interviews;
- Fingerprinting;
- Biometrics appointments; and
- Oath ceremonies.
USCIS currently asks for information including:
- Receipt number;
- Appointment notice;
- Email address; and
- Phone number.
If you need an accommodation but do not have a receipt number, USCIS instructs applicants to contact the USCIS Contact Center.
An accommodation request is different from asking USCIS to waive a legal eligibility requirement.
Can You Submit a Service Request Through Your USCIS Online Account?
Depending on the case and account features available, you may be able to use secure messaging through your USCIS online account.
USCIS specifically points some applicants with delayed cases or missing notices, cards, or documents toward online accounts and secure messaging.
Your account may also allow you to:
- Check status;
- Review notices;
- View case history;
- Receive alerts; and
- Communicate securely with USCIS.
This can be useful when the case is already linked to your account.
Can You Submit a USCIS Service Request by Phone?
Yes, certain case issues can be raised through the USCIS Contact Center.
The current USCIS Contact Center number is:
800-375-5283
TTY:
800-767-1833
USCIS currently lists Contact Center hours as Monday through Friday, 8 a.m. to 8 p.m. Eastern Time, for its toll-free service.
Before calling, have information such as:
- Receipt number;
- A-Number, if applicable;
- Form type;
- Filing date; and
- Details of the problem.
If USCIS creates a service request or referral during the call, write down the reference number.
Can Someone Else Call USCIS About Your Case?
USCIS protects case information.
Case-specific information is generally provided to:
- The applicant;
- The petitioner; or
- An authorized representative.
An attorney or accredited representative may be able to communicate with USCIS when properly authorized.
Do not assume USCIS will discuss detailed case information with a friend or family member simply because they know your receipt number.
Can You Submit More Than One Service Request?
Technically, different issues may justify different inquiries.
However, repeatedly submitting the same request generally does not force USCIS to process the case faster.
A better approach is to:
- Submit the appropriate request;
- Keep the confirmation number;
- Wait for the applicable response or follow-up period;
- Document USCIS’s response; and
- Escalate appropriately if the problem remains unresolved.
Avoid creating multiple duplicate requests simply to attract attention.
How Long Does USCIS Take to Respond to a Service Request?
There is no single response period that applies to every type of service request.
The timeframe can depend on:
- Request type;
- Office handling the case;
- Complexity;
- Whether another USCIS unit must review it; and
- The specific instructions USCIS gives when the request is created.
If USCIS gives you a response timeframe, note the date and wait until that period has passed before escalating unless there is an emergency or USCIS tells you otherwise.
What If USCIS Does Not Respond to the Service Request?
First check:
- Your USCIS online account;
- Email;
- Physical mail;
- Case Status Online; and
- The confirmation or reference information from the request.
If USCIS does not respond within the timeframe it provided, you may consider:
- Contacting the USCIS Contact Center;
- Sending a secure message through your online account where available;
- Following the escalation instructions USCIS provided;
- Seeking additional assistance for a significantly delayed unresolved matter; or
- Obtaining legal advice if the delay involves complex legal circumstances.
Keep a record of every request you make.
Can You Submit a New Service Request After USCIS Closes the First One?
Potentially.
If USCIS responds to or closes a request but the underlying problem remains unresolved, a follow-up may be appropriate.
Before opening another request, review the prior response carefully.
USCIS may have:
- Given additional instructions;
- Referred the case elsewhere;
- Asked you to wait;
- Explained that a different process is required; or
- Taken action that has not yet appeared in Case Status Online.
Do not automatically recreate the same request without reviewing what USCIS said.
What If USCIS Says Your Case Is Still Within Normal Processing Time?
For an ordinary delayed-case inquiry, you generally must wait until USCIS’s inquiry tool says that you can submit a question.
Processing times can change.
USCIS instructs applicants to check back periodically because updated data can change the estimated inquiry date.
Continue monitoring:
- Case Status Online;
- Your USCIS online account;
- Mail; and
- Processing times.
Does a Service Request Change Your Receipt Date?
No.
Submitting a service request does not give your underlying application a new receipt date.
The original receipt date remains part of the case record.
A service request is separate from the immigration application or petition itself.
Does a Service Request Change Your USCIS Case Status?
Not necessarily.
You may submit an inquiry and still see the same public status.
That does not automatically mean USCIS ignored the request.
A service request can be handled through internal customer-service channels without producing a new Case Status Online message.
Does Submitting a Service Request Hurt Your Case?
Submitting a legitimate service request through the proper USCIS process should not be treated as evidence against your immigration application merely because you asked for assistance.
However, always provide accurate information.
Do not:
- Submit false claims;
- Invent an emergency;
- Misrepresent dates;
- Claim not to have received something that you actually received; or
- Provide inconsistent identifying information.
Your service request becomes part of your interaction with USCIS.
What Should You Do Before Submitting a Service Request?
- Check your case status.
- Review your USCIS online account.
- Check your mail and email.
- Confirm your address is current.
- Identify the exact problem.
- Check whether the case has reached the inquiry date if delay is the issue.
- Find your receipt number and A-Number if applicable.
- Use the correct USCIS request type.
- Submit accurate information.
- Save the confirmation number.
For general tracking instructions, see How to Track Your USCIS Case Status Online.
Frequently Asked Questions
How do I submit a USCIS service request?
Use the official USCIS e-Request portal for eligible case inquiries and service requests. Depending on the problem, you may also use secure messaging through a USCIS online account or contact the USCIS Contact Center.
When can I submit a service request for a delayed case?
Use the USCIS Case Processing Times tool. Enter your case information and receipt date. USCIS will tell you when the case is eligible for an inquiry.
What information do I need?
For a delayed-case inquiry, USCIS generally asks for your receipt number, A-Number if applicable, filing information, application or petition type, and email address.
What is a USCIS service request number?
It is the confirmation or reference identifier associated with your request. Keep it so you can refer to the request during follow-up.
Does a service request speed up USCIS?
Not automatically. A service request asks USCIS to address a case-service issue. It is not the same as an expedite request.
Can I submit a service request after biometrics?
Yes if you have an eligible issue, but biometrics alone do not make a case eligible for a delayed-case inquiry.
Can I submit a service request after an RFE response?
You may be able to submit one once USCIS’s inquiry rules allow it. Recent RFE activity can affect whether USCIS considers the case actively processing.
Can I submit a service request if my notice never arrived?
Yes. USCIS currently provides a specific “Did Not Receive Notice by Mail” case inquiry option.
Can I submit a service request if my green card never arrived?
USCIS provides a separate inquiry for a card that was mailed but not received. Check your case status and available mailing information first.
Can I call USCIS instead of submitting an online request?
Yes. Certain issues can be handled through the USCIS Contact Center at 800-375-5283.
Should I submit several requests if USCIS does not answer?
Avoid unnecessary duplicate requests. Keep your confirmation number, follow the response instructions, and escalate through the appropriate USCIS channel if the problem remains unresolved.
The Bottom Line
To submit a USCIS service request, identify the exact problem first and use the USCIS channel designed for that issue.
For a delayed case:
- Check USCIS processing times;
- Determine whether you have reached the case inquiry date;
- Open the official USCIS e-Request portal;
- Choose “Check Case Processing”;
- Enter your receipt and case information;
- Submit the inquiry; and
- Save your confirmation number.
For missing notices, cards, documents, typographical errors, or appointment accommodations, choose the specific USCIS request designed for that problem.
A service request can help bring a case-service issue to USCIS’s attention, but it does not guarantee faster processing or approval.
Legal Process Explained provides general educational information about U.S. legal and immigration processes. It is not a law firm, does not provide legal advice, and does not create an attorney-client relationship.