Frequently Asked Questions

No. Our office is independent and not part of USCIS. We are part of Department of Homeland Security (DHS) headquarters and report directly to the deputy secretary of DHS.

Because we are not part of USCIS, we cannot approve or deny an immigration form or change a decision made by USCIS. We also cannot provide legal advice. Go to our How to Submit a Case Assistance Request page to learn what we can and cannot help with.

No. Under the Homeland Security Act of 2002, our office has the authority to address only issues that involve USCIS. See our Who We Are page for more details. For information on complaints or reporting concerns regarding other DHS components, please see our Reporting Poor Treatment section below.

In 2024, the CIS Ombudsman introduced regional representatives in Los Angeles (Western region), Dallas (Central region), Boston (Northeast region), and Orlando (Southeast region). Building on the engagements we conduct at the national level, our regional representatives:

• Engage with local immigration stakeholders to build relationships and hear about their experiences with USCIS.
• Help us identify issues that may only be occurring in specific areas or USCIS offices.
• Share feedback from local stakeholders with our headquarters team to inform the recommendations we send to USCIS to improve its policies and processes.
• Clarify our case assistance procedures to the public. 

See our Public Engagement page for information on how to connect with a regional representative.

The CIS Ombudsman is an office of last resort for case assistance, and we ask that you first attempt to resolve the issue with USCIS before submitting a request to our office.

Go to our How to Submit a Case Assistance Request page to see how to seek help from USCIS. The page also includes the most up-to-date list of the types of issues we can and cannot help with. Please also read our Case Assistance Alerts page for recent updates that may affect you if you want to request case assistance from our office.

Please go to our How to Submit a Case Assistance Request page for instructions, including how to seek help from USCIS first. Please also read our Case Assistance Alerts page for recent updates that may affect you if you want to request case assistance from our office.

• We strongly prefer that you submit your case assistance request online because it allows us to process your request more efficiently. Please remember to respond to all questions and submit supporting documentation with your request. If you are an attorney or accredited representative submitting DHS Form 7001 on behalf of your client, you can sign on behalf of your client in section 9, sign section 10, and upload your Form G-28, Notice of Entry of Appearance as Attorney or Accredited Representative, in section 8.
   
• Make sure to submit supporting documentation, such as: 
  • If you are an attorney or accredited representative, submit a signed Form G-28 that matches the one submitted to (and accepted by) USCIS for the form you are seeking assistance with.
    • If you are seeking our help because of a USCIS delay with accepting your Form G-28, please provide us with proof of delivery to USCIS.
  • If you are an applicant or self-petitioner for (or previously were granted) T, U, VAWA, asylee, or refugee status, you need to submit a copy of your “wet ink” (non-electronic) signature (photocopy or scanned copy is acceptable).
  • Consent from the petitioner (employer or family member) who is sponsoring you, stating that they authorize us to reach out to USCIS and communicate with you on the specific matter, if applicable.
  • Correspondence with USCIS (notices, decisions, or SRMT submissions and/or responses).
  • If you are submitting the DHS Form 7001 for someone else and are not an attorney or accredited representative (for example, you are a designated school official (DSO), congressional caseworker, or family member), submit written consent from the applicant or petitioner allowing us to communicate with you for the specific form and issue.
    • To see an example of what wording the applicant or petitioner can use to show consent, see FAQ 11 in this section.
    • Please note, USCIS may still decline our request to share information with a third-party individual. If that happens, we will let you know.
  • If you are requesting case assistance because you believe there is clear USCIS error (such as a denial for abandonment despite the timely submission of a response or request for rescheduling), submit an explanation of why you believe there is an error, copies of the denial or rejection notice, the original submission, the RFE notice and response (if applicable), and the receipt notice for the appeal and/or motion to reopen or reconsider with supporting documentation.
  • If you are requesting case assistance for a missing receipt notice, submit a copy of the package you submitted to USCIS and proof of delivery.
  • If you are requesting case assistance because you think USCIS incorrectly rejected your form, submit a copy of the form you submitted to USCIS, proof of delivery, and the rejection notice with addendum/attachment. 
     
• Please be mindful that filing a case assistance request with the CIS Ombudsman does not change your appeal and motion rights or extend any USCIS deadlines you may face. If you received a request for evidence or other notice requesting information, you must respond to USCIS within the timeframe noted on the notice even if you disagree with the request, or you risk getting denied for failing to respond. If you received a denial notice and believe there is clear USCIS error, you should file an appeal or motion to reopen or reconsider by the due date listed on the denial notice or you will lose your right to appeal.

For tips on how to best request our help, please see our tip sheet for submitting a case assistance request. If you are having problems completing Form 7001, you can call us at 1-855-882-8100 or email cisombudsman@hq.dhs.gov to ask for help. 

The petitioner is an employer or individual (such as a U.S. citizen or lawful permanent resident) who files a petition on behalf of a noncitizen. The beneficiary is the noncitizen for whom the petition is submitted. We cannot assist the beneficiary of a petition unless the petitioner's consent is provided with the DHS Form 7001.

An applicant is the individual who signs and applies for an immigration benefit with USCIS. There are some circumstances where an applicant also needs a petitioner’s consent, such as with multiple applications/petitions filed together where the underlying petition has not yet been approved. For example, if an underlying immigrant visa petition (such as a Form I-130, Petition for Alien Relative, or Form I-140, Immigrant Petition for Alien Workers) is not yet approved, the petitioner's consent is required to request information about the immigrant visa petition filed together with it (such as a Form I-485, Application to Register Permanent Residence or Adjust Status).

We need to see consent from:

A. The applicant or petitioner

The individual who signed the form submitted to USCIS must have signed and dated DHS Form 7001 to provide proper consent for the case assistance request.

• Attorneys and accredited representatives can sign the online DHS Form 7001 on behalf of their clients. If you are an attorney or representative, you must:
  1. Have a Form G-28, Notice of Entry of Appearance as Attorney or Accredited Representative, on file with USCIS for the form for which you are seeking assistance.
  2. Sign section 9 (Consent for Applicant/Petitioner) of the form on behalf of your client.
  3. Complete section 10 (Consent for Attorney or Accredited Representative).
  4. Upload a copy of the Form G-28 on file with USCIS in section 8 (Supporting Documentation).
• If you are an applicant or self-petitioner for (or were previously granted) T, U, VAWA, asylee, or refugee status:
  • Your address must match the address in USCIS systems. We can only communicate with you via U.S. postal mail to comply with the law and keep your case confidential. If your address with USCIS is incorrect, go to USCIS’ How to Change Your Address page to see how to update it.
  • If you do not have a legal representative, you must provide your “wet ink” (non-electronic) signature. You can do so by signing the consent part of the DHS Form 7001, scanning it, and uploading it as a supporting document with your online DHS Form 7001.
  • If any of these items is missing or inaccurate, we will close your case assistance request and will not be able to communicate with you until you correct the issue.
• If you are submitting or helping to submit a DHS Form 7001 for someone else and are not an attorney or accredited representative (for example you are a designated school official (DSO), congressional caseworker, or family member) and want us to communicate with you, the applicant or petitioner must submit separate written consent allowing us to communicate with you for the specific form and issue.
  • To see an example of what wording can be used to show consent, see FAQ 11 in this section.
  • For congressional caseworkers, we will accept a signed privacy release that lists the CIS Ombudsman's office.

B. The petitioner (if you are the beneficiary of a form)

If you are requesting assistance on an application that depends on a pending immigrant petition (such as an employment-based Form I-129 or Form I-140 or a family-based Form I-130), please have the petitioner who signed the Form I-129, I-140, or I-130 also provide consent.

C. Attorneys or accredited representatives (if any)

A legal representative (if any) must submit a Form G-28, and it must match the one submitted to USCIS for the form for which you are seeking assistance. If you are seeking our help because of a USCIS delay with accepting your Form G-28, please provide us with proof of delivery to USCIS.

No. Each family member experiencing difficulties with USCIS must file a separate DHS Form 7001 and provide us their consent. We research each individual’s case and reach out to the appropriate USCIS office with jurisdiction over each pending case. A parent may complete a DHS Form 7001 for a minor child.

If you also have a family member who needs case assistance, check the box in Section 5 of the DHS Form 7001 to let us know. After you and your family member(s) have each submitted a separate DHS Form 7001, you will each receive a confirmation email with your CIS Ombudsman request number (unless you requested that we communicate with you only by mail). Please then send an email with all related CIS Ombudsman request numbers to cisombudsman@hq.dhs.gov to make sure we link the case assistance requests together. This will enable us to work the cases together.

If you submitted a Form I-129, Petition for a Nonimmigrant Worker, that included multiple beneficiaries (such as for H-2A or H-2B visa classifications), you may list up to 25 of these beneficiaries on the same case assistance request (DHS Form 7001). Please include only the beneficiaries that you need our assistance with.

However, if you need our assistance with more than one receipt number, please submit a separate DHS Form 7001 for each. For example:

• If you submit a case assistance request for a Form I-485, Application to Register Permanent Residence or Adjust Status, that you filed together with Form I-765, Application for Employment Authorization, and Form I-131, Application for Travel Document, we will only inquire on either the Form I-485 or the Forms I‑765/I-131 (combo cards or otherwise) with USCIS. If you need assistance with all of these forms, please submit two case assistance requests: one for the Form I‑485 and a second for the Forms I-765 and I‑131. Then send us an email with all related CIS Ombudsman request numbers to cisombudsman@hq.dhs.gov so we may link the case assistance requests together. This will enable us to work the cases together.
• If you are a U.S. citizen and you concurrently filed Form I-130, Petition for Alien Relative, with your immediate relative’s Form I-485, you can submit one DHS Form 7001; however, we must receive signed consent from both individuals (the petitioner and the beneficiary who is applying for a Green Card).

Our inquiries to USCIS are generally for one receipt number—with a few exceptions. The three situations where you can list multiple forms on the same DHS Form 7001 are:

• If you filed Form I-130, Petition for Alien Relative and Form I-485, Application to Register Permanent Residence or Adjust Status together with USCIS, and they are still pending, or
• If you filed Form I-765, Application for Employment Authorization and Form I-131, Application for Travel Document together with USCIS, and they are still pending, or
• If you filed Form I-751, Petition to Remove Conditions on Residence and Form N-400, Application for Naturalization together with USCIS, and they are still pending.

Otherwise, if you would like our assistance with more than one pending application or petition, please complete a separate DHS Form 7001 and include the USCIS contact dates and SRMT confirmation numbers or USCIS responses for the specific receipt number.

If you experience problems uploading all your documents to the online DHS Form 7001 (for example, if your files exceed the file size limit), you can still file online. Follow these steps:

1. Complete your DHS Form 7001 online and upload any files that you can in section 8 (Supporting Documentation).
2. Once you submit your form, you will see your CIS Ombudsman Request Number on the confirmation page. Within 24 hours of submitting your form online, you should also receive a confirmation email from cisombudsman@hq.dhs.gov with your CIS Ombudsman Request Number (unless you requested that we communicate with you only by mail).
3. Go to the Upload Requested Documents (after submitting your request) tab on our online DHS Form 7001 page.
4. Enter your CIS Ombudsman Request Number and then upload your documents.
5. If you still have difficulties submitting your documents using the “Upload Requested Documents (after submitting your request)” tab, you may reply to the confirmation email from cisombudsman@hq.dhs.gov and attach any additional documents. If you can also share a screenshot of the error message you see, that would help us troubleshoot the technical issue.

We will confirm that we received your emailed documents and will attach them to your case assistance request in our system. 

If you requested that we communicate with you only by mail (or we are required to do so), you may still email your supporting documents to us at cisombudsman@hq.dhs.gov. To help us identify your case, please make sure to include your name and information, such as your A-Number or USCIS receipt number. 

If you experience difficulties with the online DHS Form 7001, you may:

• Email us at cisombudsman@hq.dhs.gov if the issue is not urgent, or 
• Call us at 202-357-8100 or 1-855-882-8100 (toll free) if the issue is urgent. Our hours of operation are Monday through Friday, 9 a.m. to 5 p.m. Eastern, or
• Complete the paper DHS Form 7001 and email it to us at cisombudsman@hq.dhs.gov.

Please also send us screenshots of the error message(s) you receive as they will help us troubleshoot the issue. 

If you are an applicant or petitioner and would like another person—such as a designated school official (DSO), family member, or congressional caseworker—to submit or communicate with the CIS Ombudsman about your Form DHS 7001, Request for Case Assistance, you must provide written consent. For example, you can submit a signed and dated statement that says:

I, John Doe, am providing my consent for the Office of the Citizenship and Immigration Services Ombudsman to communicate directly with Jane Smith about my case assistance request (CIS Request Number: 12345667890). I understand that Jane Smith will need to share any updates she receives with me.

Please note: 

• The text above is an example provided for your convenience. You are not required to use that exact wording.
• You can upload the written consent as evidence with your DHS Form 7001. A photo or scanned image of the consent is acceptable. 
• As the applicant or petitioner, you still must complete the consent section on DHS Form 7001 (section 9).   
• If you are represented by an attorney or accredited representative, we will communicate with them only if they have submitted a Form G-28, Notice of Entry of Appearance as Attorney or Accredited Representative, that matches the Form G-28 in USCIS’ systems for the case that you are seeking help with.

You must first request expedited processing from USCIS. Before you do so, review the criteria outlined in the USCIS Policy Manual. Not every circumstance that fits under one of the USCIS expedite criteria categories results in expedited processing. For example, if you request expedited processing for an application for employment authorization or student status, USCIS has stated it is not enough that you lost your job. You must provide evidence of other compelling factors that call for expedited treatment.

Please note that we cannot overturn an expedite request that USCIS has denied. However, if your circumstances have changed, you can submit a new expedite request to USCIS.

No. Submitting a case assistance request to the CIS Ombudsman does not extend USCIS deadlines to respond to a request or other notice. If you received a request for evidence (RFE) or other notice from USCIS, you must respond to USCIS with the requested information by the due date on the notice, even if you disagree with the request. Otherwise, USCIS may think you have abandoned your case and deny it.

No. Submitting a case assistance request to the CIS Ombudsman does not pause or delay the time you have to appeal a USCIS decision. If you received a denial notice and believe there is clear USCIS error, you must file the appeal or motion to reopen or reconsider by the due date listed on the denial notice or you will lose your right to appeal. If you believe there is clear USCIS error, please provide us with copies of the denial notice, original submission, and appeal or motion with supporting documentation.

See USCIS’ Form I-290B, Notice of Appeal or Motion page and Questions and Answers: Appeals and Motions page for more information.

Please go to the “After You Submit a Request” section on our How to Submit a Case Assistance Request page for details.

We prioritize case assistance requests involving issues that USCIS can quickly address. To identify these requests, we review the description provided in Section 2 of DHS Form 7001. Our goal is to assign these types of requests to one of our analysts within 14 business days.

Our priority issues include:

• Cases where you did not receive a USCIS notice or decision (such as requests for evidence, appointment notices, or decisions) even though USCIS systems indicate that it issued one (If you have a USCIS online account, be sure to check it regularly for any notices or secure messages from USCIS);
• Instances where the U.S. Postal Service returned a Green Card or Employment Authorization Document to USCIS as non-deliverable;
• Certain cases where a noncitizen may “age out” of eligibility for the requested immigration benefit within 90 days (see the Child Status Protection Act (CSPA) for additional information);
• Certain cases involving U.S. military personnel and their families;
• Instances of clear USCIS error where:
  • An application/petition was improperly rejected by USCIS due to clear errors of fact or obvious misapplication of relevant law by USCIS; or
  • You marked only consular processing on the Form I-130 or Form I-140 but USCIS has not forwarded your approved petition to the Department of State and more than 2 months have passed since the approval date; or
  • You submitted the required initial evidence with your form, but USCIS failed to acknowledge the evidence and denied the application/petition; 
• Delays with USCIS notifying the Department of State’s National Visa Center of an approved petition; and
• Expedite requests approved by USCIS more than 2 months ago.

To help us with our review, please provide a clear and concise summary of why you are requesting the CIS Ombudsman’s assistance in Section 2 of your DHS Form 7001. You can also upload an addendum that provides additional information or a chronological description of events and your efforts to resolve the issue directly with USCIS. We cannot provide legal advice or write a brief to USCIS on your behalf.

Yes, we are. For cases where the issue involves processing delays, we are assigning these in the order we receive them and will reach out to USCIS if the agency's Check Case Processing Times page shows that the case has been pending outside of the 93^rd percentile and the applicant or petitioner reached out to USCIS at least 45 days before submitting a case assistance request to our office.

The one exception is that we cannot help if your concern is about processing delays for a Form I‑134A, Online Request to be a Supporter and Declaration of Financial Support filed for Cubans, Haitians, Nicaraguans, and Venezuelans (CHNV). Please see our September 27, 2023 case assistance alert (updated on December 7, 2023) for more information on Form I-134A cases we can and cannot help with.

We will continue to work with USCIS leadership to address its lengthy processing delays. Please see our 2022 and 2023 Annual Reports to Congress for our recommendations on how USCIS can mitigate the impacts of its backlogs.

The underlying immigrant petition filed on your behalf must be approved (not withdrawn or revoked) and the priority date must be current before USCIS will adjudicate your pending Form I-485, Application to Register Permanent Residence or Adjust Status. If these conditions are met, you can check USCIS’ case processing times to determine whether you can submit a case inquiry with the agency for being outside the posted processing time. With few exceptions, our office cannot help if your case is pending within published processing times, even if the Department of State's Visa Bulletin shows that an immigrant visa number is available for you.

1. Go to the Check the Status of Your Request tab on our online DHS Form 7001 page. 
2. Enter your CIS Ombudsman Request Number. If you submitted your DHS Form 7001 online, your CIS Ombudsman Request Number was on the confirmation page after you submitted your form. You can also find this number in the confirmation email you received after you submitted your request. 
3. You will see which step of the process your case assistance request is in. You can also refer to the list of steps on the “After You Submit a Request” section of our How to Submit a Case Assistance Request page. 

If the Check the Status of Your Request tab shows that we asked you to provide more information or documents, you should have received an email from cisombudsman@hq.dhs.gov asking for more information. If you do not see this email in your email inbox, it may be in your spam folder. If you still do not see the email, please contact us at cisombudsman@hq.dhs.gov to ask for a copy. 

Once you receive the email with the request for information, you can respond in two ways:

• Option 1: Go to the Upload Requested Documents (after submitting your request) tab on our online DHS Form 7001 page. Enter your CIS Ombudsman Request Number, upload your documents, and then submit them. You can find your CIS Ombudsman Request Number in the email we sent you from cisombudsman@hq.dhs.gov asking for more information.
• Option 2: Reply to our email and attach the requested documents. 

Please see our Afghan Re-Parole Process Tip Sheet for information. You can also go to USCIS’ Re-Parole Process for Certain Afghans and Afghan Re-Parole FAQs pages.

If you are an Afghan national who was paroled into the United States as part of Operation Allies Welcome (OAW) and you received an EAD with incorrect information, USCIS has provided guidance on how to obtain a corrected EAD.

Errors on EADs: If your EAD has an error (such as an incorrect name or birthdate), submit the following to USCIS:

• The original EAD containing the error;
• A description of what information on the card is incorrect, such as first and/or last name and/or date of birth;
• Your U.S. mailing address; and
• Copies of supporting documentation, translated as appropriate, that show the correct information.

There is no fee to request a corrected EAD, and no need to file a new Form I-765, Application for Employment Authorization, in this particular circumstance. You can find additional guidance, including a unique mailing address and attention line, and examples of primary, secondary, and alternatives to supporting documentation, on USCIS’ Information for Afghans page under the “Information about Employment Authorization” section. You can learn how to track the delivery of your EAD on USCIS’ How to Track Delivery of Your Green Card, Employment Authorization Document (EAD), and Travel Document page.

You may report the non-receipt of your EAD by using USCIS’ Non-Delivery of Card page. In certain situations, USCIS may request that you submit a new Form I-765. There is no fee to request a replacement EAD in this circumstance.

On September 29, 2023, USCIS stated that certain Afghan nationals do not need to pay the filing fee for a number of forms, including Form I-131, Application for Travel Document, and Form I-765, Application for Employment Authorization. This policy will remain in effect through September 30, 2024. Please see USCIS’ web alert for more information

On September 29, 2023, USCIS stated that certain Afghan nationals do not need to request expedited processing for a number of forms, including Form I-131, Application for Travel Document, and Form I-765, Application for Employment Authorization. This policy will remain in effect through September 30, 2024. Please see USCIS’ web alert for more information.

There are two possible answers to this question.

1. USCIS may not ask for biometrics for your Form I-539.
   • If you filed your Form I-539 before October 1, 2023, USCIS may have suspended the biometrics requirement for your type of case. Check USCIS’ May 13, 2021 announcement and USCIS' April 19, 2023 announcement to see if your case is one of those types.
   • If you filed your Form I-539 on or after October 1, 2023, USCIS began exempting the biometrics fee for Form I-539 in most cases. This means that you do not have to pay the fee and, in most cases, you will not need to go to a biometrics appointment. See USCIS’ September 25, 2023 web alert for more information.
      
2.  You filed your Form I-539 online.
   • USCIS will not mail you a paper biometrics appointment notice if you filed Form I-539 online. Instead, the biometrics appointment notice will appear in your USCIS online account under “Documents” once your appointment is scheduled.
   • Either way, you still are required to bring a printed copy of your biometric services appointment notice to your Application Support Center appointment.

You can request to reschedule your appointment through your USCIS online account. Please note that you cannot request to reschedule your biometrics appointment online if:

• your appointment is within the next 12 hours,
• you have already rescheduled the appointment two or more times, or
• your appointment time has passed.

If you are unable to submit a request to reschedule your biometrics appointment online, you will need to call the USCIS Contact Center at 1-800-375-5283.

If you do not call or submit a request through your online account before your scheduled appointment and establish good cause, USCIS may decline to reschedule the appointment. If you do not appear for your appointment and it is not rescheduled, USCIS may consider your application abandoned and may deny it. See the USCIS Policy Manual for more details.

If you have moved or plan on moving, you must notify USCIS. For most people, the easiest way is to submit the change of address online, which will update your address for all pending applications or petitions at the same time. See USCIS’ How to Change Your Address page for more information, including certain situations when you must mail in a paper Form AR-11, Alien’s Change of Address Card.

Some important points to note:

• Unlike updating your address online, mailing Form AR-11 alone does not update your address for any pending application or petition (unless otherwise noted on USCIS’ How to Change Your Address page). 
• If you requested parole for an Afghan beneficiary who was located in Afghanistan and are looking to change their address with USCIS now that they have moved outside of Afghanistan, please see USCIS' Information for Afghan Nationals on Requests to USCIS for Parole page.
• The U.S. Postal Service (USPS) will not forward secure documents such as a Permanent Resident Card (Green Card) or Employment Authorization Document to a new address, so USCIS must receive your new address before it mails these documents to you.
• Changing your address with USPS will not change your address with USCIS or with the Executive Office for Immigration Review (EOIR) if you have an active or pending court case. Please update your address with both USCIS and USPS (and EOIR if you are in immigration proceedings).

To help our customers, the CIS Ombudsman posted a tip sheet on how to most effectively reach out to the USCIS Contact Center. The USCIS Contact Center made changes to reduce reliance on live phone assistance while promoting the use of online self-help tools and inquiry options such as Ask Emma (which you can access by going to www.uscis.gov and clicking on the “Need Help? Ask Emma” icon at the top right of the page).

To help our customers, the CIS Ombudsman posted a tip sheet on When to Contact a USCIS Lockbox.

Start by checking if you qualify for an automatic extension of your employment authorization. EAD categories eligible for automatic extension are listed on USCIS’ Automatic Employment Authorization Document (EAD) Extension page. You can also see when your EAD expires by going to USCIS’ Employment Authorization Document (EAD) Automatic Extension Calculator page.

Next, if your Form I-765, Application for Employment Authorization, is based on a Form I-539, Application To Extend/Change Nonimmigrant Status (even if it was not filed at the same time), check USCIS’ processing times for your Form I-539—not for Form I-765. USCIS will not adjudicate your Form I-765 (regardless of the processing times for Form I-765) before your Form I-539.

If your Form I-539 has been pending beyond USCIS’ posted processing times, you may contact USCIS about both forms (your Form I-765 and Form I-539). If USCIS does not respond after 30 days, you may submit a case assistance request with our office. Please visit our How to Submit a Case Assistance Request page for more information.

If your Form I-765, Application for Employment Authorization, is based on a Form I-821D, Consideration of Deferred Action for Childhood Arrivals, check USCIS’ processing times for Form I-821D (not the associated Form I-765). USCIS will not adjudicate your Form I-765 before your Form I-821D.

If your Form I-821D has been pending beyond USCIS’ posted processing times, you may contact USCIS about both forms (your Form I-765 and Form I-821D). If USCIS does not respond after 30 days, you may submit a case assistance request with our office. Please visit our How to Submit a Case Assistance Request page for more information.

Call the USCIS Contact Center or submit an e-Request. If the USCIS Case Status Online page shows the EAD was delivered but you never received it, you may wish to contact USPS or use the USPS website to locate your EAD using the assigned tracking number. If USCIS properly mailed your EAD to you at the address it had in its systems at the time it approved your application and your document was not returned to USCIS as undeliverable, USCIS instructions indicate that you will need to file a new application to replace it and pay the filing fee again. Please carefully read the instructions on the form before filing your new application.

If USCIS’ Case Status Online tool shows that your EAD was returned to USCIS as undeliverable, please:

1. First, verify with USPS that you are registered to receive mail at the address that is on file for you with USCIS. If you live in an apartment, put your name on your mailbox to ensure delivery. If you are living with someone, make sure the address on file with USCIS includes “in care of” or “c/o” and the person’s name you are living with (for example: “Jane Doe, c/o John Smith, 123 Main Street, Anytown, MD 25555”). If you are not registered to receive mail at the address USCIS has on file for you, your EAD will continue to be returned to USCIS as undeliverable.
   
   If you are not sure if your address is up to date with USCIS or have moved after filing your Form I-765 application, you will need to change your address with USCIS. Please allow USCIS at least 5 business days to update their systems with your new address for your I-765 receipt number. 
    
2. You may then submit a case inquiry to USCIS to request that it mail your EAD to your current address. If you recently updated your address with USCIS, please allow at least 5 business days for USCIS to update their systems with your new address before submitting the case inquiry to USCIS.
    
3. Since USCIS’ policy is to destroy EADs 60 days after USPS returns them to USCIS as undeliverable, you may then choose to request case assistance from the CIS Ombudsman. Please include the date and service inquiry number for your inquiry to USCIS. If you recently updated your address with USCIS, please allow at least 5 business days for USCIS to update their systems with your new address before submitting a request for case assistance with our office.  

You may also register for “Informed Delivery” through USPS to get previews of mail in transit. Please visit USPS’ Informed Delivery page for additional information.

On September 27, 2023, USCIS updated its Policy Manual and began issuing new and renewed EADs that will be valid for up to five years for applicants who:

• Were admitted as a refugee (EAD category: A03);
• Were paroled as a refugee (EAD category: A04);
• Were granted asylum (EAD category: A05);
• Were granted withholding of deportation or removal (EAD category: A10);
• Have a pending application for asylum or withholding of removal (EAD category: C08);
• Have a pending Form I-485, Application to Register Permanent Residence or Adjust Status, filed under INA 245 (EAD category: C09); or
• Have a pending application for suspension of deportation, cancellation of removal, or relief under the Nicaraguan Adjustment and Central American Relief Act (NACARA) (EAD category: C10).

Additionally, for the following groups, USCIS will continue to follow its February 7, 2022, announcement that:

• VAWA self-petitioners (EAD category: C31) will receive new and renewed EADs that are valid for up to two years.
• People paroled into the United States for urgent humanitarian reasons or significant public benefit (EAD category: C11) will receive new and renewed EADs that are valid for up to the end of the parole period; or
• People granted deferred action (EAD category: C14) will receive new and renewed EADs that are valid for up to the end of the deferred action period. Please note that this category does not include DACA recipients.

If USCIS issued you an EAD before the date an extended validity period went into effect, the longer validity period does not apply to your EAD. Applying for a replacement will not extend an EAD’s validity period. USCIS will continue to issue replacements with the same validity date as the original EAD.

Please see Question 2 in the Afghans Paroled into the United States section of this page.

In most situations, USCIS extends the validity of your EAD for up to 180 days while your Form I-765, Application for Employment Authorization is pending. The receipt notice that USCIS sent you for your Form I-765 will state how long your current EAD has been extended.

However, if you filed an EAD renewal application between May 4, 2022 to October 26, 2023 (or your renewal application was pending on May 4, 2022), USCIS may have temporarily extended your EAD for up to 540 days after the expiration date on your current EAD. The automatic extension applied only if you had a pending Form I-765 to renew your EAD in a category eligible for an automatic extension. Additionally:

• In general, the category on the current EAD must have been the same category requested on the pending renewal Form I-765.
• The automatically extended EAD expires after the 540-day mark or when USCIS makes a decision on your renewal Form I-765, whichever is sooner.
• As long as it has not been more than 540 days since the expiration date on your EAD and you belong to one of the eligible categories, you may start or continue working while your renewal Form I-765 remains pending or until you hit the 540-day mark.
• If you filed a renewal Form I-765 before May 4, 2022, and received a receipt notice for your renewal Form I-765 that does not mention the 540-day extension, USCIS will not mail you a new one. Refer to USCIS’ Automatic Employment Authorization Document (EAD) Extension page for what documents you need to show as proof of your employment authorization. You can also see when your EAD expires by going to USCIS' Employment Authorization Document (EAD) Automatic Extension Calculator page.
• If you filed a renewal Form I-765 between May 4, 2022 and October 26, 2023, your receipt notice will show information about the 540-day extension.

There are different processes for requesting a correction based on if: 

• The mistake is due to USCIS error (for example, your name is incorrect on your EAD even though you correctly entered your name on the application). 
  • Go to USCIS’ Updating or Correcting Your Documents page for information. 
  • If you followed USCIS’ instructions for submitting a service request and the agency has not responded in 60 days, you may submit a case assistance request to our office. 
• The mistake is not due to USCIS error (for example, you made a typo when entering your name on the application form) or you want to update your biographic information or gender. 
  • You will need to file a new form, mail the original card, and pay a new fee. See the Special Instructions section of USCIS’ Form I-765, Application for Employment Authorization page for more information. 
• You want to correct your name or gender on a Form I-765 that is still pending with USCIS.  
  • Go to USCIS’ Updating or Correcting Your Documents page for information. 
     

USCIS often transfers workloads between offices as one way to reduce processing times. The CIS Ombudsman cannot help to expedite file transfers between USCIS offices. However, if your file is lost or was transferred to the wrong office, we may be able to help. We can also help if USCIS has not transferred your file to the Department of State’s National Visa Center (NVC) when more than two months have passed since the approval notice was issued. Please go to our How to Submit a Case Assistance Request page for instructions on submitting a case assistance request.

Go to the Report USCIS Employee Misconduct page on USCIS’ website to see how you can report USCIS employee misconduct to the agency. If you do not feel your complaint has been resolved, you can submit a DHS Form 7001 to our office and describe the treatment/customer service at issue. If you have a civil rights complaint, you can submit it to the DHS Office for Civil Rights and Civil Liberties. Finally, you can report misconduct to the DHS Office of Inspector General hotline.

The Office of the Immigration Detention Ombudsman (OIDO) helps individuals with complaints about the potential violation of immigration detention standards or misconduct by DHS (or contract) personnel. For more information, please see our The CIS Ombudsman's Listening Session: Get to Know DHS’s New Office of the Immigration Detention Ombudsman page.

Please visit the Department's Provide Feedback or Make Complaints to DHS page to learn more about opportunities for the public to provide feedback and make complaints involving DHS employees or programs, alleged violations of civils rights and civil liberties, travel redress, and other types of grievances.

On July 20, 2021, USCIS announced that applicants seeking a change of status to F-1 (student status) no longer need to apply to change or extend their initial nonimmigrant status to prevent a gap in status while their initial F-1 change of status application is pending.

Under this policy, USCIS will grant the change of status to F-1 effective the day an applicant’s Form I-539, Application to Extend/Change Nonimmigrant Status is approved. F-1 students are no longer required to “bridge the gap” by continuously applying for and obtaining status all the way up to 30 days before their academic program start date while their initial F-1 change of status application is pending. USCIS is in the process of revising the Form I-539 instructions to reflect these changes.

SSR is available for certain F-1 students when the U.S. Secretary of Homeland Security suspends certain requirements for maintaining F-1 status for students from parts of the world that are experiencing emergent circumstances. Emergent circumstances can include natural catastrophes, war and military conflicts, and national or international financial crises.

SSR often allows F-1 students to apply for off-campus employment authorization, work more hours while school is in session, and reduce their course load while continuing to maintain their F-1 status. When SSR is available for a particular country or part of the world, the Department of Homeland Security will issue a Federal Register Notice (FRN) with details. You can see a list of all active FRNs in the Special Student Relief section of U.S. Immigration and Customs Enforcement’s Student and Exchange Visitor Program's (ICE SEVP's) What’s New page. Please review the general eligibility requirements and the specific eligibility requirements in the FRN for your country or area.

If you believe you are eligible for SSR, you may be able to apply for off-campus employment authorization. To start, please:

1. Go to ICE SEVP’s Student Process Steps page to see what your designated school official (DSO) must do to certify you in the Student and Exchange Visitor Information System (SEVIS).
2. Go to USCIS’ Form I-765 page for information on applying for employment authorization.

Please see our updated tip sheet on How F-1 Students Seeking Optional Practical Training (OPT) Can Avoid Form I-765 Delays that we posted on September 18, 2023.

Here are some reminders for when you submit your application and while USCIS processes your case:

• File your Form I-907, Request for Premium Processing Service, online or make sure to mail it to the correct USCIS lockbox. Go to USCIS’ Direct Filing Addresses for Filing Form I-907 for Form I-765 or Form I-539 page to find the correct filing address. If you mail your premium processing request to the wrong USCIS lockbox, the lockbox will reject your form and it may take some time for you to receive the rejection notice.
• The 30-calendar-day premium processing timeframe does not include the time it takes to produce your EAD or, if applicable, the time it takes for you to respond to a request for evidence (RFE). According to the regulation, premium processing means that USCIS must generally take one of the following actions on your Form I-765 within 30 days of receiving your properly completed form: (1) approve, (2) deny, (3) send you a notice of intent to deny, or (4) send you an RFE.
• After USCIS approves your Form I-765, your EAD should be produced within one to two weeks. USCIS will mail your EAD via U.S. Postal Service (USPS) Informed Delivery.
• The wait for receiving your EAD may vary, depending on USPS delivery times.

Please wait 30 days from the date your form was approved before contacting USCIS. If you do not receive your EAD after 30 days, you can submit an online case inquiry to ask about your missing EAD.

We encourage you to use USCIS’ Case Status Online page to find the USPS tracking number for your EAD delivery. If the page shows the EAD was delivered but you never received it, or if USPS returns your EAD to USCIS as undeliverable, please see the Employment Authorization Documents (EADs) section above for more information. If you need to correct an error on your EAD (for example, your name is spelled wrong), go to USCIS’ Updating or Correcting Your Documents page for information.