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Why do you need my email address for the registration?
Your email address will serve as your login ID. The system will also automatically send you the appointment confirmation emails to your email address. Your email address will not be distributed to any outside parties.
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Can I register online if I do not have an active email address?
No. The online information and appointment process requires an active email address. When you register online, we will send you an email message with a link in it. You need to click on the link in the email to finalize your registration. If you do not have an email address, you can obtain visa information and make an appointment by calling the Live Visa Information Service Operator.
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Can I reply to the email I received when I was registering?
No. The email address is a one-way mail service. It cannot accept incoming emails.
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What if my email address changes after I register? Will I still be able to access information and receive information from you?
Yes, you can change your email address by choosing the “Change Login Info” option located on the left hand menu of the Welcome page after you are logged in.
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Can I call the U.S. Embassy for Visa Information?
No. Visa information is NOT available by telephone through the U.S. Embassy. Please use the Visa Information Service for all visa questions. You may also access the Embassy Website for general information at
http://kingston.usembassy.gov/visa_services.html.
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What should I do if I lose my Appointment Confirmation Letter before my interview?
You can log back into the Website to reprint the appointment confirmation document. If you scheduled your appointment by phone, you must have a confirmation number.
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What happens if I lose my passport and obtain another one before my scheduled appointment date?
You can attend the scheduled appointment and present the new passport. If you are not able to obtain a new passport before your appointment date, you should cancel or reschedule your appointment. You can cancel or reschedule your appointment 2 times through the Website. If you need to reschedule more often, you can purchase a PIN to access the Live Visa Information Service Call Center. Please note that an appointment is not transferable. Your visa application cannot be processed without a passport.
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What happens if I cannot attend the interview on the appointment date? Can I give the appointment to someone else to attend instead?
No. If it is impossible to attend the interview on the date you scheduled, you can log in to your account again to cancel or reschedule your appointment. Another person cannot attend your appointment. The appointment is non-transferable. Only the person(s) scheduled will be allowed to enter the Embassy.
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I have a valid United States visa in an expired (old) passport. Can it still be used?
Yes. Unless cancelled by the USCIS or a Consular Officer, or damaged, a visa is valid until its expiration date. Therefore, if you have a valid U.S. visa in an expired passport, you may present it, along with a new valid passport, to the immigration officer at the port of entry.
Both of the passports should have the same nationality, the bearer’s name must be identical in both passports, and the page bearing the visa must not have been removed from the old passport. If the name has changed, present the marriage certificate or change of name document to the immigration officer at the port of entry.
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My visa was denied. Can the decision be overturned?
No. There is no appeal process. You must reapply and have a second interview for the case to be reconsidered. A refused applicant may reapply at any time should circumstances change or should he/she become able to present additional evidence of compelling ties to his/her home country.
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I have a Student Visa that was approved, when can I enter the United States?
Holders of Student Visas may enter the U.S. up to 30 days before the start of their program. Please note that a visa is not a guarantee of entry into the U.S. The Immigration Officer (CBP - Customs and Border Protection) determines at the port of entry whether or not you may enter and the authorized duration of stay.
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Am I going to be fingerprinted?
Yes, fingerprints will be collected during the interview process. The fingerprinting of all ten digits is done using an inkless, electronic process.
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Can I access the website more than once using the same login/PIN?
Your login/PIN will allow you to access the Website as often as you need. You can continue to access the Website using your login information, but you will only be able to reschedule or cancel your appointment up until 2 business days before your scheduled appointment date. You have one primary scheduling opportunity and two rescheduling opportunities per PIN. If you need to reschedule more often, you can purchase a PIN to access the Live Visa Information Service Call Center.
Please note that an appointment is not transferable. No other person can use your appointment. If no appointment is scheduled, or the appointment is cancelled, the PIN will expire one year from the date of purchase.
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The confirmation email I received has strange characters. Why?
Please note that when using certain email providers, for example Hotmail and Yahoo, the email formatting may not appear as intended. Your information has been stored correctly and the strange characters do not indicate any errors in your data.
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I need to schedule appointments for my whole family. Do I need a PIN for each person?
No, you may schedule an appointment for yourself and 4 immediate family members who reside in the same household using the same PIN. “Immediate family members” implies: husband, wife, mother, father, child, brother or sister.
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Why is there a message saying if I cancel I need to buy a new PIN?
When you purchased and activated your Web-based PIN, your profile was set up and you were notified of the number of scheduling and rescheduling opportunities. Every time you “schedule” or “reschedule” or “cancel” your appointment, your profile is updated to reflect the remaining number of opportunities for scheduling and rescheduling. If you have used up your 3 available opportunities you will receive this message. To proceed further, you must buy a new PIN.
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What if I miss my appointment on the scheduled interview day — can I still reschedule using my old PIN?
No. Your PIN will only allow you to obtain information after the interview date for up to ten additional days. If you need to make another appointment, you must purchase a new PIN. Appointments can be rescheduled up to two business days before the appointment date.
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When does my PIN expire?
The Web PIN allows unlimited access for up to one year after purchase if no appointment is made. If you schedule an appointment, your PIN will remain active until the appointment date (for rescheduling purposes) and only for information for 10 days after your scheduled appointment.
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I bought a PIN but decided not to apply for a visa. Can I get a refund?
No. Your PIN is not refundable in any situation.
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Can I speak to a live person about visa information?
Yes. To access the Live Service operators to receive Visa Information and make an appointment please call one of the following phone numbers:
Local Jamaica phone number: 1-876-621-0252
Jamaica 800 phone number: 1-800-572-7780
Local U.S. phone number: 1-202-621-2128*
U.S. 800 phone number: 1-888-243-4840
*Residents of the Cayman Islands should use the local U.S. number to call the Visa Information Service.
The Call Center is open Monday through Friday, 8:00 - 18:00 hours, except U.S. and Jamaica Holidays.
You must purchase a PIN for $13 USD to access this service. There are two methods:
1. Credit Card Payment: Call a number above and follow the prompts to enter your Visa or MasterCard number. The system will generate a PIN for 8 minutes of call time.
2. Cash Payment: You may purchase a PIN at a National Commercial Bank (NCB) branch. You will be able to call the service the next business day.
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I have scheduled my appointment. What time will I need to arrive at the Embassy?
You must arrive 30 minutes prior to your appointment in order to be seen by the Embassy. If you arrive before the arranged time you will not receive any preference.
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I previously scheduled an appointment online. Can I buy a new PIN and schedule an appointment for someone else using my account?
No. Once you have registered a name and email address, the name associated with that account cannot be changed. You may add family members to your existing appointment. However, if you are scheduling an appointment for a different primary applicant you must register for a new account using that person's name and email address. PINs purchased for someone else under your account cannot be refunded.