Troubleshooting

This page provides information on systems errors currently impacting IV applicants. If during the course of your application you encounter an error, follow the instructions and take the recommended action as shown below. If you are unable to resolve your error based on this guidance, or the error you encounter is not listed, please contact us at https://nvc.state.gov/inquiry for instructions.

 

Issue

Action

Most Recent Update

CEAC is requiring me to submit a police certificate for a country that I lived in for less than one year.

Review https://nvc.state.gov/document for police certificate requirements. If you are not required to submit a police certificate that CEAC is asking for, instead submit an explanatory comment.

27-JUL-20

I paid my IV or AOS fee but it still shows "pending" in CEAC

These fees can take up to one week to process. Please allow seven days before proceeding to the next step. If it has been "pending" for more than seven days, please contact NVC at https://nvc.state.gov/inquiry.

14-AUG-20
"pending” payment errors have been resolved.

My document has already been accepted by NVC, but I received another request for it in CEAC

Please check your CEAC account to confirm the document hasn't been rejected by NVC or that you haven't received a specific instruction to upload an additional document. If the document shows as 'accepted' in CEAC, you may ignore the message and submit all other required documents. This will not delay completion of your case.

27-JUL-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 are unable to remove a derivative family member who won't be immigrating with you, set that derivative to "Follow to Join" and do not pay fees for that derivative. That will not cause delay in review of your case.

27-JUL-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

Contact NVC at https://nvc.state.gov/inquiry to get your DS-260 reset

27-JUL-20

My Interview Appointment Email include names of family members who will not immigrate at this time (will follow-to-join later) If your family member does not plan to immigrate at this time (plans to follow to join later), they do not need to schedule a medical exam or attend the appointment. When they are ready to immigrate, you will need to contact the Embassy/Consulate where you are interviewing. For more information on preparing for your interview, please visit https://nvc.state.gov/prep. 27-JUL-20