US Travel Docs Website Crashes

[Ando. 0]

Anyone else having this issue?

I log into the website, go to my profile page, fill in all the information, click submit, and then I get an error. Every. Single. Time.

I've tried this multiple times over the course of 2 weeks and it's still happening.

What should I do? My interview is in less than 2 weeks.

[ch3john 308]

Sounds like the same problem we had.

Try clicking on the "provide feedback" button. There should be a pull down screen with different issues. There is an "online systems error" option. We chose that and described the specific problem we were having when trying to update information. They updated my fiancee's profile the next day

Hope that helps

[Ando. 0]

We chose that and described the specific problem we were having when trying to update information. They updated my fiancee's profile the next day

Thanks for this. Did you list each section and the information you wanted to put in it? I pretty much need the whole page updated so I'd feel strange about sending that information to them in a form to then have them update it for me.

I did try to email them with my issue but I got a bounce back saying their inbox was full. Seems strange for a company like this to have a full inbox.

[ch3john 308]

I forgot about that part, tried emailing several times and they bounced back because the mailbox was full.

We only need her passport number updated. When they replied they assigned a case number and said to only respond to the specific problem we were having, which was her passport number. I'm not sure how they will handle multiple issues. There was a phone number in their email so it might be best to call them after you submit the initial inquiry.

[Ando. 0]

I just want to update on this.

I did as suggested above and filed a support ticket through the website. I received an email with a 1300 number to call and my ticket was closed.

I called the 1300 number and could not find any actual humans to talk to. I kept ending up at pre-recorded messages spewing information about visas. There were no numbered prompts for anything support related.

I have sent off another support ticket from the website so I'll see how that goes.

In the meantime I tried to contact the consulate directly, even though they have little to do with that website I wanted to let them know I'm having issues and if this would impact my interview at all. Unfortunately they don't accept support queries over the phone, instead they suggest emailing "support@ustraveldocs.com". Effectively bringing me full circle without having ever talked to a human about my problem.

[Ando. 0]

Update #2:

I went to the online support chat on ustraveldocs.com and spoke with "Jasmine". She tried at least, which was nice. Unfortunately after going around in a couple more circles she told me that:

"The profile in ustraveldocs is just for your inquiry, the US Consulate already have all your information, so no need for you to fill out the details there"

And that was the end of that.

Not sure if I trust a random online support person on that point.

I continue to wait for a reply from the support email address.