If you have tried to resolve your issue through USCIS’ customer service tools but still need help, you can submit a case assistance request in one of three ways.
We can bring issues to USCIS’ attention and recommend solutions, but only USCIS can approve or deny pending applications or petitions, including expedite requests.Please note that filing a case assistance request does not replace USCIS’ appeal or motion process. It also does not extend any USCIS deadlines you may face.
Go to our FAQ page for information that may address your issue and help you decide if you want to submit a case assistance request.
Remember to include supporting documentation (and the Form G-28 where applicable) with your case assistance request. For example, if you are requesting assistance with a USCIS error, submit an explanation and documentation to show why you believe there is an error and how you have asked USCIS to address your concern.
Best Option - Online
Submit DHS Form 7001, Request for Case Assistance online.
- See our tip sheet for information on the best way to complete the form.
- If you are an applicant or self-petitioner for (or were previously granted) T, U, VAWA, asylee, or refugee status, you will need to include your "wet ink" (non-electronic) signature. You can do so by printing the paper form, signing the consent part of DHS Form 7001 (section 9), scanning it, and uploading it as a supporting document with your online submission.
- If you are having problems completing the form, you can call us at 1-855-882-8100 or email cisombudsman@hq.dhs.gov to ask for help.
If you have trouble uploading documents, you can still submit your case assistance request online. You can then use the Upload Requested Documents (after submitting your request)tab on our online DHS Form 7001 page to upload your documents. Alternatively, you can reply to the confirmation email you receive from our office (it may take up to 24 hours to receive it) and attach your documents to your reply.
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Second Option - Email
If you are unable to submit the DHS Form 7001 online or prefer to email your request, you candownload the DHS Form 7001 with instructionsand email the completed and signed form with supporting documentation tocisombudsman@hq.dhs.gov.
- If you email the form to us, it can take two to threeweeks to manually enter your information into our system. We do not review your request before it is entered into our system.
- If you are outside the United States and unable to submit your case assistance request online, you can email the completed form to us.
Please answer all questions clearly and concisely.
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Third Option - Mail
You may also mail your DHS Form 7001 and supporting documents to:
Office of the Citizenship and Immigration Services Ombudsman
Department of Homeland Security
ATTN: Case Assistance
Mail Stop 0180
Washington, D.C. 20528If you mail a paper DHS Form 7001 to us, it can take two to three weeksor more for our office to receive it and manually enter your information into our system (even for express mail). We do not review your request before it is entered into our system. Please answer all questions clearly and concisely.
