Facing issues with the new USTravelDoc Portal while booking Visa Appointments? This article may help

Updated on: 2023-08-24 - 2 mins read
US Visa Scheduling ProcessUser Experience with the New USTravelDoc Portal US Embassy Efficiency EnhancementUS Visa Appointments
"Facing issues with the new USTravelDoc Portal while booking Visa Appointments? This article may help"

Key Points:

  • On July 29, 2023, the US embassy in India launched a new online platform for scheduling US visa appointments, aiming to enhance efficiency and user experience.
  • The platform, accessed through https://www.usvisascheduling.com/, is tailored for Indian nationals, offering features like profile creation, fee payment, and appointment scheduling.
  • Despite initial promises of retaining appointments, users with prior bookings had to recreate profiles after the transition, while those who paid fees before July 29 had to redo their profiles as well.
  • Challenges emerged, including discrepancies in reflecting paid fees, technical glitches during form filling, and unresponsive customer service.
  • The system's potential is notable, with suggestions for improvement including swift technical issue resolution, enhanced customer support, and user education through guides and tutorials.
  • The system's transformational promise to revolutionize visa appointment scheduling and provide a user-centric approach requires ongoing attention, as seen in the need for continuous refinement and improvement.


Modernization is a constant pursuit across all sectors, and the realm of visa application processes is no exception. The US embassy in India embraced this spirit by introducing an innovative online platform for scheduling US visa appointments on July 29, 2023. This transition, from the erstwhile USTravelDocs and VFS Global systems, was aimed at offering a more user-friendly and efficient experience to applicants. However, like any major transformation, this shift has come with its own set of hurdles, underlining the significance of continuous improvement.

The Unveiling of the New System:

The new online platform, accessible through https://www.usvisascheduling.com/, exclusively caters to Indian nationals applying for US visas. This revamped system enables users to log in, access their dashboard, make visa fee payments, and schedule interview appointments. Furthermore, the introduction of a dedicated customer service email (support-india@usvisascheduling.com) offers much-needed assistance to applicants navigating the new interface.

For those who had already secured appointments through the previous system, reassurance was provided that their appointments would remain intact. However, they were required to recreate their profiles on the new platform after the July 29 transition. Additionally, individuals who had already paid their visa fees before the shift were directed to recreate their profiles on the new system. These measures were put in place to facilitate a smooth data transfer process and minimize disruptions for applicants.

Challenges and User Feedback:

The objective behind the new system was to streamline the visa appointment scheduling process. However, feedback from users has shed light on a range of issues and concerns. Some of the challenges reported by applicants include:

  • Paid Fees Not Reflected: Numerous applicants have expressed frustration due to paid fees not being accurately reflected in the new system. This discrepancy has not only led to confusion but has also left users in a state of limbo after completing the payment process.
  • Form Filling Bugs: Users have encountered technical glitches while filling out forms, preventing them from successfully completing their scheduling process. These bugs not only disrupt the user experience but also hinder the timely submission of accurate information.
  • Unresponsive Customer Service: Reports indicate that the customer service team associated with the new system has been unresponsive and unhelpful when users attempt to report issues. This lack of support has left applicants feeling stranded and unsupported.
  • Migration of Old Accounts: Some users have faced challenges in migrating their old accounts to the new system. Unclear instructions have resulted in difficulties while setting up profiles.

Path Towards Improvement:

Despite its initial setbacks, the new online US visa appointment scheduling system holds immense potential. Addressing the reported issues is paramount to delivering a seamless experience to all applicants. Here are some potential improvements and solutions:

  1. Technical Issue Resolution: Swift identification and rectification of technical glitches and bugs are essential. Regular system checks and updates can help preempt these issues from disrupting users' experience.
  2. Enhanced Customer Support: Strengthening the responsiveness and effectiveness of the customer service team is crucial. Clear communication channels and prompt resolutions to user queries can mitigate frustration.
  3. User Education: Providing comprehensive step-by-step guides and video tutorials can aid users in navigating the new system and comprehending its features. This can significantly reduce confusion during the transition.
  4. Transparency: Regular updates and notifications to users about system improvements, issue resolutions, and upcoming changes can build trust and keep applicants informed.
  5. Feedback Mechanism: Implementing a robust feedback mechanism can empower users to report issues and suggest improvements. This continuous refinement process can be invaluable in enhancing the system based on user experiences.

Championing the Online Visa Experience:

The evolution of visa application processes exemplifies the relentless pursuit of efficiency and user satisfaction. While the introduction of the new online US visa appointment scheduling system faced its initial trials, the dedication to overcoming these challenges underscores its significance. With the commitment to continuous improvement, this system has the potential to transform the way visa appointments are scheduled, offering a seamless and user-centric approach. In an era dominated by digital innovation, the path forward demands unwavering attention to user needs and a determination to provide the best possible experience.

Some Troubleshooting Ways:

Issue Action Most Recent Update
I paid my IV or AOS fee but it still shows "pending" in CEAC If you've paid your IV or AOS fee, please allow up to seven days for the payment to process. If the status remains "pending" after seven days, submit your Pay.Gov Payment receipt to NVC for further assistance at https://nvc.state.gov/inquiry. 5-April-23
CEAC is requiring me to submit a police certificate for a country that I lived in for less than one year Check https://nvc.state.gov/document for police certificate requirements. If CEAC asks for a police certificate from a country where you lived for less than a year and you're not required to submit it, provide an explanatory comment instead. 27-July-20
My document has already been accepted by NVC, but I received another request for it in CEAC Verify on your CEAC account whether the document was rejected by NVC or if there's a specific instruction to upload it again. If it's marked as 'accepted' in CEAC, you can disregard the request and proceed with other necessary documents. This won't cause any delays in your case processing. 27-July-20
I deleted (or attempted to delete) a derivative family member on my case, but they are still showing up as part of my case If you can't remove a derivative family member who won't immigrate with you, change their status to "Follow to Join." You don't need to pay fees for that derivative. This won't slow down your case review. 27-July-20
I completed my DS-260 when my case had a visa available, but the case subsequently retrogressed. Now a visa is available again, but the DS-260 is not available To reset your DS-260 due to retrogression, contact NVC at https://nvc.state.gov/inquiry. They will assist you in resetting your application. 27-July-20
My Interview Appointment Email includes names of family members who will not immigrate at this time (will follow-to-join later) If certain family members won't immigrate now but plan to join later, they don't need to schedule a medical exam or attend the appointment. When they're ready to immigrate, you'll need to contact the Embassy/Consulate where you're interviewing. For more info on interview preparation, visit https://nvc.state.gov/prep. 27-July-20

Contact Information for Visa Appointments:

If you're planning to apply for a U.S. visa and need to schedule an appointment, there are several contact options available:

U.S. Department of State: You can reach out to the U.S. Department of State to schedule a visa appointment by calling 1-877-487-2778. Their service hours are from Monday to Friday, 8 AM to 10 PM Eastern Time.

USCIS Contact Center: For visa-related inquiries, you can also contact the USCIS Contact Center at 800-375-5283. Their assistance is available from Monday to Friday, 8 AM to 8 PM Eastern Time.

If your travel plans are imminent, requiring international travel within 14 calendar days, or if you need a foreign visa within 28 calendar days, it's advisable to make an appointment to ensure timely processing.

U.S. Embassy or Consulate: You have the option to directly contact the U.S. Embassy or consulate for appointment scheduling. If you're calling from the U.S. or Canada, dial 1-888-407-4747. If you're calling from overseas, you can reach them at +1 202-501-4444.

Utilizing these contact options will help you secure the necessary appointments for your U.S. visa application process.

Official Link:

US Department of State: Troubleshooting tips for the new USTravelDoc Visa Appointment Booking System