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Contact Us

On this page:

 

Hours of Operation

English- and Japanese-speaking customer service agents are ready to assist you 10 a.m. to 6 p.m. Japan Time (JT) Monday through Friday. The call center is closed for U.S. and Japanese holidays.

  • Live Chat: Please make sure you are using Chrome, Firefox, Safari or Opera as a browser. To chat with a customer service representative, please click on the "LIVE CHAT" button below, enter your information as required and press the chat icon. The session will be secure and encrypted. To facilitate the provision of our services, we use session cookies. By using this service, you are agreeing to it.

 


 

Check the Status of Your Passport

Instant: Enter your passport number below to check on the status. If your passport is ready for pick-up, please collect it in a timely manner and bring supporting documents. If your passport is not collected in a timely manner it will be sent back to the Embassy or Consulate. To find meaning of tracking status, click Passport Tracking Status. 

Note: The Embassy or the Consulate cannot help you regarding the status of your passport delivery after your passport has left the Embassy. Please do not contact the Embassy or Consulate directly regarding the status of your passport delivery.

 

Email: Send an email to passportstatus@ustraveldocs.com and in the subject and/or body enter a valid passport number exactly as it was entered at the time the appointment was scheduled. Do not add any additional text. You will receive an automatic response with the status.

Passport Tracking Status

If your status shows the following message, it means;

Your passport is still with the US Embassy or Consulate

It means your passport is at the Embassy or Consulate.

Passport has been received from the consular section, and is currently being processed for delivery

It means your passport has left the Embassy or Consulate and is being prepared for shipping at the Delivery Service Center.

Out for Delivery

Your passport is on the way to be delivered to the registered mailing address by Japan Post. You may track the delivery status using the Letter Pack number on Japan Post’s website.

Your passport has been picked up

It means Japan Post has delivered your passport to the registered address or you can go to the Post office you have chosen to pick up your passport; or a notification has been dropped by a mailman in your mailbox for further arrangements. You may track the delivery status using the letter pack number on Japan Post website.

There is no status update available for the passport

Passport tracking information is currently not available. If you have applied for a visa at Sapporo, Fukuoka, or Naha, or by mail to Osaka, please try again later.

Your passport has been returned to post

Your passport has been returned to the Embassy or Consulate due to an incorrect name and/or address or because you failed to pick up the package at a post office in time. Please contact the Call Center for redelivery of your passport.

 

Contact Information

If you need help with your visa application or want to learn more about obtaining a visa to travel to the United States, please contact us via any of the means shown below. Visa application services call center agents are able to assist you via telephone, email or chat.

Important Notice:

Effective September 21, 2018, the U.S. Embassy and consulates in Japan will only answer status inquiries concerning  pending Non-Immigrant and Immigrant visa applications if:

  • You have attended an interview, AND 15 days have passed since the interview day, or
  • You applied for a visa by mail, AND 15 days have passed since the Embassy has received your documents, or
  • You applied for new Treaty Trader Company Registration, AND 1 month has passed since the Embassy has received your documents.
  • You submitted additional documents required after the interview, AND 15 days have passed since you submitted the documents.

Please submit an online inquiry form at https://japan2.usembassy.gov/e/visa/tvisa-form-status.html to inquire about your pending visa application status if you meet the requirements described above. Please note that our call center no longer answers questions regarding Non-Immigrant and Immigrant visa application status.

Please note that If your inquiry does not meet the requirement described above, you will NOT receive an email response.

 

Telephone: Please contact a customer service representative using one of these telephone numbers:

The call center features an automated message system. Please select the option that best suits your inquiry. You may choose to be connected to an operator at the end of the recorded message.

  • In Japan, call 050 5533 2737
  • In the United States, call 703 520 2233
  • Click to Talk: You can talk to us directly through your browser from any device. This service is free of charge and utilizes internet connection. The session is encrypted and secure.

    Please make sure you are using Chrome, Firefox, Safari or Opera as a browser. To begin, click on the "Click to Talk" button below, enter your information as required and press the phone icon. Please make sure the audio features on your device are enabled or share permission if asked for: microphone and speaker.
    The functionality of the widget was intentionally restricted to messaging and to audio connections only. Your communication will be secure and none of your data will be stored. It's deleted the very moment you close your browser. Your webcam is never accessed! To facilitate the provision of our services, we use session cookies. By using this service, you are agreeing to it.

 

 

 

Email: To reach a customer service representative via email, please write to support-japan@ustraveldocs.com.

All correspondence is processed in the order received. We will not respond to duplicate inquiries so please refrain from sending multiple requests or follow-ups, which slows down our responses.

Reporting Fraud

Please contact us at fraud@ustraveldocs.com if you have experienced fraud or have been asked to pay any unnecessary fees to pay your MRV fee, schedule your visa interview, or ship documents to or from the consular section.