Finding the Help You Need with a Pending Application or Petition
If you have a problem with your USCIS application or petition, the Ombudsman may be able to help. The Ombudsman provides an impartial and independent perspective to USCIS in an attempt to resolve problems. Before contacting the Ombudsman for help, first try to resolve your problem by using the USCIS customer service options available to you:
- Call the USCIS National Customer Service Center at 1-800-375-5283
- Check My Case Status Online
- Make an INFOPASS Appointment with USCIS
What Types of Problems Can the Ombudsman Help Me With?
The Ombudsman may be able to help if:
- You are facing an emergency or hardship caused by a mistake, error, or delay by USCIS.
- You are experiencing a problem with your application or petition that you have not been able to resolve with USCIS.
- Your application or petition is pending 45 days beyond USCIS processing times.
The Ombudsman is not able to help if:
- You are seeking legal advice. The Ombudsman does not provide legal advice.
- You are seeking assistance with an issue that does not involve USCIS. The Ombudsman’s authority is limited to assisting with problems that relate to USCIS applications, petitions, or services.
NOTE: While the Ombudsman’s Office provides impartial and independent recommendations to USCIS on how to resolve problems, the Ombudsman’s Office does not have the statutory authority to make or change USCIS decisions.
Submitting a Request for Help to the Ombudsman
If you have tried the USCIS customer service options but still need help resolving a problem with an application or petition, you can ask the Ombudsman’s Office for help by taking the following steps:
- Submit an electronic Form DHS 7001 through Ombudsman Case Assistance Online, which provides a direct, paperless submission of requests for assistance to the Ombudsman’s Office.
- You may also Download and complete Form DHS-7001, Case Assistance Form, to allow the Ombudsman’s Office to share your confidential information with USCIS. Please read the Instructions for Form DHS-7001 carefully if you have any questions.
Make sure to include all USCIS receipt numbers on forms related to your application or petition on the Form DHS-7001, and include copies of important information and documentation. Please do not send original documents.
Submit your request online or send the signed Form DHS-7001 and any additional information to the Ombudsman’s Office to our mailing address or fax number. Please note that due to security measures with the government mail system, cases mailed (even those sent by express mail) may be significantly delayed.
Submitting a Request as an Attorney or Accredited Representative
Attorneys and accredited representatives may submit a request using the steps noted above, but please note that the Ombudsman's Office must ensure that we have appropriate consent for each request. To assist us in our efforts, we ask that attorneys and accredited representatives include a copy of Form G-28 previously-filed with USCIS.
A request submitted by an attorney or accredited representative that does not contain a copy of Form G-28 will be treated as an incomplete submission and may be closed. Our office understands that there are always exceptional circumstances which require special attention. We ask that you contact us if you require specialized assistance.
Technical Difficulties with the Online Submission of Cases
The best means of seeking assistance from our office is by completing an electronic Form DHS 7001 through Ombudsman Case Assistance Online. Occassionally, technical errors or glitches may cause difficulties in submission. Every request made to the Ombudsman's Office automatically receives a case number once submission has been completed. Additionally, an acknowledgement email is sent to the e-mail address filled in on the form.
If you did not receive a confirmation page and case number when submitting an online request, please contact our office at firstname.lastname@example.org or send us a paper Form DHS 7001.
What Happens After I Submit a Request to the Ombudsman?
Once we receive a request for help, we will:
- Review the information to make sure that we are able to help with your situation;
- Research the status of the matter; and
- If we can assist, contact USCIS on your behalf with independent recommendations on how to resolve the problem.
Office of the Citizenship and Immigration Services Ombudsman
Department of Homeland Security
Mail Stop 0180
Washington, D.C. 20528
Phone: 1-855-882-8100 (toll free) or 202-357-8100 (local)
For general case inquiries: email@example.com
For public affairs inquiries, such as information relating to a teleconference, an Ombudsman update, or stakeholder engagements: cisombudsman.publicaffairs@.hq.dhs.gov