Help Center
Everything you need, all in one place. Let's find the answer together — take your time browsing the topics below.
How Can We Help You Today?
We have organised our help topics below so you can find what you need quickly and easily. Simply select the topic that matches your question, and you will be taken to a page with clear, detailed information.
If you can't find what you're looking for, don't worry. You can always contact our support team directly and we will be happy to assist you personally.
Browse Help Topics
Starting Your Questionnaire
Step-by-step instructions on how to begin and what information to have ready. We walk you through everything you need.
Tracking Your Application
Learn how to check the current status of your application at any time. We explain each stage clearly so you always know what's happening.
Making Changes to Your Application
If you need to update your travel dates, personal details, or accommodation information after completing your questionnaire.
Cancelling Your Application
Information about how to cancel, when you can cancel, and how our refund process works.
Fees and Payments
A clear breakdown of what is included in our fee, when payment is taken, and our no-hidden-charges promise.
Processing Times
How long each step takes, from completing your questionnaire to receiving your authorisation by email.
Contacting Our Team
How to reach us if you need personal assistance with anything. No question is too small.
Quick Answers
How do I start my application?
Visit our application page and follow the guided questionnaire. Each question has a clear explanation, and you can take as long as you need.
I haven't received a confirmation email — what should I do?
Please check your spam or junk folder first. If you still can't find it, email us at [email protected] with your name, and we will resend it.
I lost my reference number — can you help?
Of course! Simply email us with your full name and the email address you used during your questionnaire, and we will look it up for you.
How long will it take to receive my authorisation?
The full process typically takes between 24 and 72 hours. We recommend applying at least three days before your planned departure.
Can a family member complete the questionnaire for me?
Yes, absolutely. A family member, friend, or carer is very welcome to fill in the questionnaire on your behalf.
Important Information
Your personal information is protected with bank-level security and is never shared with anyone outside of the authorisation process.
Support requests can be submitted 24/7 via email. Typical response time is within 24 hours.
We are a private third-party service and are not affiliated with the U.S. Government. Our role is to guide and support you through the process.
Can't Find What You Need?
Our team is always happy to help. No question is too small — please reach out.
Contact Our Team