Contacting the Service Center
To contact the service center, please look into your account at ais.usvisa-info.com/ or ustraveldocs.com/.
When contacting the US visa service center for visa fee-related issues, you need to provide the following information:
- Passport numbers for all applicants
- Dates of birth for all applicants
- The names in the passports for all applicants
- Payment amount (i.e., $140, $160, $350, $370, etc.) and the multiples (i.e., 2 X $160)
- Date when the payment was made or attempted to be made
- Type of visa you are applying for
- Payment Type-Specific:
- By Credit Card:
- Last 4 digits of credit card used
- The expiration date
- Type of credit card, such as American Express, MasterCard, or Visa
- A scanned copy of your credit card statement showing the charges (if the payment went through)
- In Cash:
- A scanned image of both receipts (deposit slip from the website and the deposit receipt from the bank)
- By Credit Card:
Q: I paid the wrong amount for my visa application fee. I have made the payment by credit card. What should I do?
A: Visa application fee payments are not refundable. However, if you paid using a credit card, you can contact the consulate or visa application center (VAC), depending on the country, and request a refund for the wrong amount. However, there is no guarantee that you will get a refund.
Anyway, you will have to pay the correct amount again, regardless of whether you get a refund or not.
Q: I paid cash at the bank, and I paid the wrong amount. Do I have to make the payment again?
If you have overpaid the visa fee (more than required) and you paid cash, you can contact the service center to adjust your applicant record to reflect the correct fee so that you can schedule an appointment.
However, you will not get a refund for the overpayment.
If you paid less than (underpaid) the visa fee, you will need to make the payment again for the correct amount. You will not get a refund for the amount you originally paid.
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Q: I paid the application fees for my parents, but I received the same MRV numbers. How can I receive the correct MRV numbers?
A: Please contact the service center.
Q: When I tried to schedule an appointment, it says my “MRV fee receipt number is invalid”. Do I have to pay again?
A: Please do not make another payment, as visa fees are nonrefundable. Please contact the service center. They will look into this matter and get back to you as soon as possible.
Q: When I was making the visa fee payment online, I got the system error. How I do know whether my payment went through?
A: If you got a system error while making the visa fee payment online, do not attempt to make another payment, as the visa fee payments are nonrefundable.
Check your applicant record to see if there is an MRV fee receipt number associated with your account. If so, you can proceed to make an appointment.
Otherwise, contact the service center.
Q: I was either turned away from my interview or I was unable to attend my scheduled appointment. However, I am unable to schedule a new appointment because my MRV fee has been used. What can I do?
A: A U.S. visa fee payment is valid for one year from the date of purchase.
Please contact the service center and provide them with an explanation of why you were turned away or why you could not attend the interview. They will look into it and reset your fee payment, if appropriate, so that you can reschedule your appointment.
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