Problem with CEAC, missing TAB "Affidavit of Support Documents and Civil Documents"

[anjum123 18]

Today, I got the email from from NVC that they updated the status of my visa immigrant application and when i login to CEAC site to check the status i found that the issue has been fixed with the message that  ‘your request to add Joint sponsor has been approved’ and now i am able to upload joint sponsor documents. 

 

it takes 2 weeks to fixed the issue.

[Blaise 2]

HI  Anjum123, it is good to know that your issue has been resolved. Please did you send the Inquiring Form to the technical support team? I am equally experiencing same problem. Thanks

[anjum123 18]

3 hours ago, Blaise said:

HI  Anjum123, it is good to know that your issue has been resolved. Please did you send the Inquiring Form to the technical support team? I am equally experiencing same problem. Thanks

Hi Blaise,

 

My suggestion is to contact them through Public inquiry and NVC contact number  so that they can add you on there list that having this issue.
 

[Blaise 2]

Thank you. Was the number you called +16033340700? Each time I call that number they just say its a website problem and don't know when it will be resolved. I will ask them to add me to the list this time.

[anjum123 18]

6 hours ago, Blaise said:

Thank you. Was the number you called +16033340700? Each time I call that number they just say its a website problem and don't know when it will be resolved. I will ask them to add me to the list this time.

Yes that is the correct number. If you didn’t get any proper response then try to submit public inquiry.

Edited June 4, 2021 by anjum123

[Blaise 2]

Thank you very much @  Anjum123. did sent them the Inquiring form. I called them again and asked to be added in the list but the agent insisted that its a general problem which they are working on resolving it.

Edited June 5, 2021 by Blaise

[anjum123 18]

5 hours ago, Blaise said:

Thank you very much @  Anjum123. did sent them the Inquiring form. I called them again and asked to be added in the list but the agent insisted that its a general problem which they are working on resolving it.

You just have to wait till your turn comes around. The Approximate time for fixing this issue from NVC it’s two weeks.

 

I am not sure if you have any other way to contact them but I tried this way and it worked. So I hope that it will takes some time but will fixed the issue.

Edited June 5, 2021 by anjum123

[Blaise 2]

Hi Anjum123, I am glad to inform you that my issue has been resolved today. Thank you so much!

[anjum123 18]

2 hours ago, Blaise said:

Hi Anjum123, I am glad to inform you that my issue has been resolved today. Thank you so much!

That’s great!

 

[Mmzn 15]

On 5/27/2021 at 12:37 PM, IR1 in Singapore said:

We also have this same issue where affidavit  of support tab is missing and unable to submit joint sponsor / petitioner forms. 

On Feb 22, we received a notice that our request for AOS fee waiver was accepted, but we had not requested a waiver and had paid the fee. Around that time, we think the AOS section disappeared from the IV Summary Information screen making it impossible to access the AOS upload folders. So we uploaded to IV Civil Documents - Other folders. As this was accepted by NVC (thru CEAC) we did not think about it again  .... until the interview on 13 April when the Immigration Unit Officer at the Embassy indicated a small modification to the Petitioner's AOS was required. There was no mention that the upload to the "Other" folder was not  acceptable (it was marked "ACCEPTED"). We made the minor change to the AOS in the Upload folder and resubmitted. It was marked ACCEPTED on April 20.

However, the reviewer at the Embassy in Singapore wrote on May 7 that "We note that the Affidavits of Support forms of your petitioner and your joint sponsor were uploaded into the OTHER folder in your CEAC. Please upload both affidavits of support into the I-864 AFFIDAVIT OF SUPPORT folder in your CEAC."  We immediately replied on the same day, during business hours, that the AOS Section was not displaying and we could not access the designated folders for upload, and said we would contact NVC as the CEAC system is theirs. During the call, the NVC officer said that the files had been transferred on March 15 and they no longer had access, so the only suggestion was to follow up with the Embassy. We did so immediately( all via email) on May 8 (Saturday for Monday arrival) explaining the issue in detail, with screenshots showing that the AOS Section does not appear. And we requested a phone appointment to discuss with the Reviewer.

On May 10, at 5PM, we received a short reply that "The consular officer is unable to adjudicate your affidavit of support if it is not uploaded into the correct folder." signed off just as "Immigrant Visa Unit, US Embassy Singapore" with no name (as also previous emails). There was no suggestion of any other solution. So we called NVC again and were  "informed that it is only the Immigrant Visa Unit of the US Embassy in Singapore who can initiate an alternative solution." Subsequent to the telcon, we replied that night, May 10, stating "The fact remains that I cannot re-upload the files to folders to which I have no access...How can we resolve this quickly since it is a known issue which requires an alternate work-around?" Additional screenshots were submitted and again requested a phone appointment or call back. We also restated that the case had been expedited for medical reasons (the beneficiary was diagnosed with stage IV cancer 4 months after the initial application) and requested to make this known to all parties involved in any handoffs or resolutions.

On May 12, at 4PM, the Immigrant Visa Unit (no name) replied "The consular officer is unable to adjudicate the Affidavit of Support if your Form I-864 is uploaded into another folder. Please forward a print screen of the error message you encountered when you attempt to upload your Form I-864." At least the possibility of an error was recognized, but the 2 prior emails of the details of not having access to the AOS was, in fact, the error and the screenshots were not acknowledged. There could be no error code on access of the folders when the folders did not appear for access.  We replied immediately on May 12 at 4:40PM specifically requesting 2 possible workarounds, including hard copy as mentioned earlier in this thread.  "Can we perhaps do the same, send or hand-deliver hard copy?  Or can you accept, as was mentioned by the NVC Helplline, that the upload to the OTHER Category of the Civil Documents be accepted, as they were accepted by the NVC?"

It was then on May 17, again at close of business, that "Unfortunately, we would not be able to accept a hardcopy Form I-864. We have contacted our service desk for assistance. We hope to contact you soon with a solution." Until today, 27 May, there has been no further communication from the Immigrant Visa Unit, US Embassy Singapore. 

This is said to be the final step, but it is 6 weeks since the interview, after which the issue was not raised until 7 May (3 weeks ago - despite having been marked ACCEPTED by NVC in CEAC), and for the last 10 days we are in limbo. Requests to the Immigrant Visa Unit, US Embassy Singapore for an update have not received reply. And now we see that numerous similar issues have been raised by others in this forum. This begs the question of how many more have this issue. 

As a final note, on May 17, there was a post on the Troubleshooting page (https://travel.state.gov/content/travel/en/us-visas/immigrate/troubleshooting.html) that 
ISSUE "CEAC users were experiencing intermittent problems with access the Financial Evidence portion of their CEAC portal. Document upload features were unavailable in some instances."
ACTION "The CEAC access errors have been resolved. If you were unable to submit documents or access CEAC as result of the error, please try again now. If you successfully submitted documents, you don't need to do so again, unless specifically instructed by NVC."

So this seems to be a known system issue, and seems to have escalated recently, based on the recent additions to this thread. And it is claimed to have been resolved last week .... but the AOS issue, for us, is still outstanding. 

This is really frustrating, and there is little customer service/empathy (except for an NVC Call Center employee named Sadie who was very sympathetic and helpful).

Hi @IR1 in Singapore so sorry about the problem you faced. I wish you the best and hope everything will be approved soon!
I too am from Singapore and waiting for "Affidavit of Support" to become available for recently added joint sponsor. Hoping will not have to wait two weeks.

I don't think mine is an error? (not sure) Do I just wait for NVC to "approve" joint sponsor?

[IR1 in Singapore 0]

10 hours ago, Mmzn said:

Hi @IR1 in Singapore so sorry about the problem you faced. I wish you the best and hope everything will be approved soon!
I too am from Singapore and waiting for "Affidavit of Support" to become available for recently added joint sponsor. Hoping will not have to wait two weeks.

I don't think mine is an error? (not sure) Do I just wait for NVC to "approve" joint sponsor?

Hi. Actually this is not our problem. And ours is continuing while, we are told, a "service desk" in Wash DC continues to work (for weeks?) on some correction. For your issue, the posts seem to indicate an expected two week waiting period for the Joint Sponsor AOS upload filed to be posted for your access. If your case has not been posted to the US Embassy in Singapore yet, you can contact the NVC in New Hampshire using the help number. If it has been transferred, you will have great difficulty contacting the Embassy, if you can do it at all. We have heard from the Dept of State in DC that the Embassy returns to full ops on 14 June, Hope you have a better experience than we have been enduring. 

Edited June 11, 2021 by IR1 in Singapore
Correction

[Mmzn 15]

37 minutes ago, IR1 in Singapore said:

Hi. Actually this is not our problem. And ours is continuing while, we are told, a "service desk" in Wash DC continues to work (for weeks?) on some correction. For your issue, the posts seem to indicate an expected two week waiting period for the Joint Sponsor AOS upload filed to be posted for your access. If your case has not been posted to the US Embassy in Singapore yet, you can contact the NVC in New Hampshire using the help number. If it has been transferred, you will have great difficulty contacting the Embassy, if you can do it at all. We have heard from the Dept of State in DC that the Embassy returns to full ops on 14 June, Hope you have a better experience than we have been enduring. 

Yes, I totally understood that your case was way more complicated than mine - So sorry for that and wishing you better luck and speedy service with the service desk!
I was just so excited to see someone else from Singapore on the forum lol

 

As of today, I got an email stating that my request to add joint sponsor has been approved - so we were able to load supporting docs and submit for 2nd review.

Fingers and toes crossed. Thanks for the well wishes!

[bridneyfang 0]

On 2/21/2020 at 11:13 PM, PlatinumRN said:

Problem solved, had to physically mail documents 🙂

Please help me out I am in the same problem 

[riyaphil20 0]

We're having the same problem where Affidavit of Support tab is missing and unable to upload the petitioner/ sponsor forms.As per our IV Summary Information there is only the Applicant Information. Just wanna ask what is the solution to fix this issue. Your help would be much appreciated.thank you

[Troy B 223]

On 7/20/2023 at 9:56 PM, riyaphil20 said:

We're having the same problem where Affidavit of Support tab is missing and unable to upload the petitioner/ sponsor forms.As per our IV Summary Information there is only the Applicant Information. Just wanna ask what is the solution to fix this issue. Your help would be much appreciated.thank you

well the suggestions where a public query, or a call the phone number,  I can tell you the NVC no longer has a public phone number.