Contacting USCIS: What to Expect from AskEmma, Tier 1, and Tier 2 Agents

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Navigating the U.S. immigration system can be challenging, and understanding how to effectively communicate with USCIS is key. Here's an overview of the USCIS Contact Center system and what to expect at each level of interaction.

NOTE: USCIS does not have a public email address for general inquiries due to privacy and security reasons.

Business Hours

The USCIS Contact Center operates during the following business hours:

Monday to Friday, 8am to 8pm Eastern.

If you contact them outside of these times, you will be responded to by an automated help system. The automated help is available 24 hours a day, and you can ask it questions in English or Spanish.



AskEmma: Your First Point of Contact

https://www.uscis.gov/tools/meet-emma-our-virtual-assistant

USCIS provides the AskEmma chat service, staffed by Tier 1 agents. These agents are contracted customer service representatives, not sworn USCIS officers, and their primary role is to assist with basic inquiries.


What they can do:

  • View some case details and provide scripted responses to common questions.
  • Handle straightforward issues and create service requests (identified by an 8-digit code) for more complex problems.
  • Forward these requests to Tier 2 agents for follow-up.

What they cannot do:

  • Access all details of your case.
  • Disclose sensitive information.
  • Provide personalized responses beyond pre-written scripts.
  • Provide legal advice.

If your issue requires further review, the service request will be sent to Tier 2 agents for resolution.

Tier 1 Agents: Phone-Based Assistance

800-375-5283 (inside the U.S.)
+1-212-620-6418 (outside the U.S.)

Tier 1 agents also operate via phone and provide similar support to AskEmma.

Key limitations:

  • Limited access to case details.
  • Work from a predefined script.
  • Can escalate issues to Tier 2 agents by creating service requests.

Tier 2 Agents: Immigration Services Officers

Tier 2 is where you'll interact with sworn Immigration Service Officers (ISOs), who have full access to your case details and are authorized to make certain updates or changes.


What they do:

  • Handle escalated service requests created by Tier 1 agents.
  • Forward issues to the office working on your case when necessary.
  • Schedule appointments at local Field Offices for specific scenarios, such as:
    • Emergency Advance Parole.
    • Replacement of a lost immigrant visa (IV) packet.
    • Urgent issuance of an ADIT stamp (proof of permanent residency).
    • Certified copies of Naturalization Certificates.
    • Special cases like T/U visas, VAWA inquiries, and SIJ age-out cases.

What they don't do:

  • Work directly on your case.
  • Schedule interviews or oath ceremonies (managed by local Field Offices).
  • Allow in-person filing of forms or resolve disputes over case outcomes.
  • Provide legal advice.

How USCIS Contacts You

When Tier 2 agents follow up on a service request, they adhere to the following protocol:

  • Contact attempts: They will attempt to contact you twice, either by phone or text, from the number 202-838-2104.
  • Messages: Most agents will leave a message where possible if you don't answer the phone. A lot of ISOs will also send a text message before calling.
  • Timing: Agents must wait at least one hour between attempts. If you miss both attempts, you'll need to contact USCIS again to reopen the issue.

Behind the Scenes: USCIS Contact Centers

USCIS operates three major contact centers, each managing millions of service requests annually. While their goal is to resolve service requests within 30 days, processing times can vary based on location and workload. With approximately 300 Tier 2 officers nationwide, these centers work tirelessly to provide timely responses.

Final Tips

  • Be clear and concise when describing your issue to Tier 1 agents to ensure it is correctly escalated to Tier 2 if needed.
  • Avoid using contact center appointments for invalid purposes, such as disputing your case or attempting to file forms in person.
  • Keep track of your service request code—it's essential for follow-up.

By understanding the roles and limitations of AskEmma, Tier 1, and Tier 2 agents, you can navigate USCIS communication channels more effectively and reduce frustration during the immigration process.