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InfoPass is a free service offered by U.S. Citizenship and Immigration Services (USCIS) that allows you to schedule an appointment with a USCIS field office to discuss your immigration case in person. InfoPass appointments are not for all the immigration questions you may have. For example, if you need to file an immigration application, you should do so online or by mail. Info Pass is a valuable service that can help you receive the information and assistance you need to navigate complex and/or urgent immigration issues.
In the past, USCIS provided online self-scheduling for InfoPass appointments. However, USCIS stopped offering the online self-scheduling for InfoPass appointments in March of 2019. USCIS now has a new policy to help with immigration matters you may have. Under the new policy, you must call the USCIS Contact Center at 1-800-375-5283 to ask about the immigration issues you have. The USCIS Contact Center can answer questions about immigration cases and provide assistance with filing applications and will determine if an in-person appointment is appropriate. You also request an in-person appointment for an urgent matter you may have, however, USCIS will decide if your issue is urgent on a case-by-case basis.
When you call the USCIS Contact Center, you will first be greeted by an automated voice system that provides general information about case status. If the automated system cannot resolve your issue, it will connect you to a live representative at the contact center. Then you are required to provide the customer service representative with your name, date of birth, and case number (if you have one). The customer service representative may ask you a series of questions to gather more information about your case and to see if your case is urgent or not. They may consider the following factors:

  • The nature of your inquiry: If you are asking a question about your case, the customer service representative will consider the complexity of your question and the potential impact of a delay in getting an answer.
  • The status of your case: If your case is pending, the customer service representative will consider how long it has been pending and whether there are any deadlines that could be affected by a delay.
  • Your personal circumstances: The customer service representative may also consider your personal circumstances, such as your health, employment, or financial situation.

If the customer service representative determines that your case is urgent, they will try to help you as quickly as possible. They may be able to transfer you to a Tier 2 officer, who has more specialized knowledge and authority to help you. Most of the time, however, they will have a tier two officer call you back within 30 days. If you are transferred to a Tier 2 officer, the officer will review your case. The Tier 2 officer may be able to provide you with additional information or assistance or schedule you an urgent in-person appointment.
Here are some tips that might be helpful when you call the USCIS Contact Center. Please be clear and concise when you explain your situation. The customer service representative may not have time to read through a long explanation, so be sure to highlight the most important points. It would also be helpful if you provide all the relevant information about your case. This includes your case number, the date you filed your application, and any other relevant details.
If you are granted an in-person visit to the USCIS office, you should bring a valid identification document such as your passport or driver’s license, a copy of your immigration paperwork, and any other documents that you think may be helpful for your case.
If you are still unsatisfied with the response you receive from USCIS, you may want to consider contacting an immigration attorney. The attorneys at Tanner Law Offices can assist you to understand your rights and options to resolve your immigration issues. Please contact our office at (717) 731-8114 to schedule a consultation to discuss your case.