Contact Us

On this page:


Hours of Operation

English- and Japanese-speaking customer service agents are ready to assist you 9 a.m. to 6 p.m. Japan Time (JT) Monday through Friday. The call center is closed for U.S. and Japanese holidays.

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.

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

  • In Japan, call 050 5533 2737
  • In the United States, call 703 520 2233

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

Skype: To use Skype to speak to a customer service representative from 9 a.m. to 6 p.m., please click on the Skype icon below, or add a new contact on your Skype account with the Skype name ustraveldocs-japan.

Warning: Please verify the Skype ID of the US Visa Service Desk before adding it. Our Skype ID is ustraveldocs-japan. Agents will not instruct you to pay your MRV fee over the phone; we strongly advise you to verify payment instructions on the Bank and Payment options page before paying your MRV Fee. Our call center agents will not engage in a chat conversation via Skype. A chat option is available through a different application on this page.

In order to make sure you are connecting to the right Skype ID please click on the icon below to place a call.

 

Skype Me™!

Chat: To chat with a customer service representative, please click the image below.

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.