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How Our Support Team Can Help You

Our customer support team is trained to assist with every aspect of the ESTA application process. Whether you are a first-time applicant with questions about eligibility, an experienced traveler needing help with a modification, or someone experiencing a technical issue with our platform, our team has the knowledge and expertise to provide the guidance you need.

We handle a wide variety of inquiries every day, and no question is too basic or too complex for our team. Here are some of the most common topics our support specialists assist with:

Pre-Application Support

Before you begin your application, our team can help you determine your eligibility for the Visa Waiver Program, understand what documents you need to prepare, clarify the application process and timeline, answer questions about fees and what is included in our service, and provide guidance on any special circumstances that may apply to your situation — such as dual citizenship, previous visa denials, or travel history to specific countries.

Application Assistance

During the application process, our team is available to help you understand specific questions on the application form, troubleshoot any technical issues you encounter, clarify what information is needed for each field, and provide guidance on how to answer eligibility questions accurately. Our goal is to ensure that you complete your application with confidence and accuracy.

Post-Submission Support

After you have submitted your application, our team can assist with understanding your application status and what it means, providing updates on applications that are taking longer than expected, guiding you through the modification process if your travel details change, explaining the cancellation process if your plans change significantly, and helping you understand next steps if your application is not approved.

Response Time Expectations

We strive to respond to all inquiries as quickly as possible. Here is what you can generally expect in terms of response times:

• Email: We aim to respond to all email inquiries within 24 hours. Complex inquiries that require research or consultation may take slightly longer, but we will acknowledge receipt and provide an estimated response time.
• Live Chat: Our live chat feature provides real-time assistance during operating hours. Average wait times are typically under 5 minutes, though this may vary during peak periods.
• Urgent Matters: If you have an urgent inquiry related to imminent travel, please indicate this in your message and we will prioritize your request accordingly.

Tips for Getting the Fastest Help

To help us assist you as quickly and effectively as possible, we recommend including the following information in your inquiry:

• Your application reference number (if you have one)
• The email address used during your application
• A clear description of your question or issue
• Your travel date (if applicable and relevant to your inquiry)
• Any screenshots of error messages or issues you are experiencing

The more specific and detailed your initial message, the faster our team can identify the issue and provide a helpful response. Vague inquiries may require follow-up questions, which can extend the resolution time.

Feedback and Suggestions

We value your feedback and are always looking for ways to improve our service. If you have had a positive experience, we would love to hear about it. If you have suggestions for how we can do better, we welcome those as well. Every piece of feedback is reviewed by our team and used to inform improvements to our platform and services.

You can share feedback through the contact form above, by email, or through any of our support channels. We appreciate you taking the time to help us serve you and future travelers better.

Self-Service Resources

In addition to our direct support channels, we offer a range of self-service resources that may help you find answers quickly:

• FAQ's — Comprehensive answers to the most common questions about ESTA applications
• Help — Browse guides and resources organized by topic
• Eligibility Requirements — Detailed information about VWP eligibility criteria
• Processing Times — Information about how long the application process takes
• Fee Structure — Transparent breakdown of all applicable fees