Recently, a number of immigrant and visitor visa applicants have contacted the embassy saying that they were instructed to contact firstname.lastname@example.org to make a visa appointment. Some of these people were told that they should pay their visa fees through co-op bank personal account.
The Department of State Bureau of Consular Affairs is currently experiencing technical problems with our passport/visa system. This issue is worldwide and is not specific to any particular country, citizenship document, or visa category. We apologize to applicants who are experiencing delays or are unable to obtain a passport, Consular Report of Birth Abroad, or visa at this time. We are working urgently to correct the problem and expect our system to be fully operational again soon.
Please note that visa appointments are made in the following ways:
- For immigrant visas: Appointments are scheduled directly by the National Visa Center in the United States. Visa applicants are informed about the appointment via email.
- For non-immigrant visas: All appointments for non-immigrant visas are made through http://kenya.usvisa-info.com or through the assistance of the call center at +254-20-619-0600 (in Kenya) or +1 703-439-2302 (in the United States).
The only way to pay for visa appointments is through Post Bank or Mpesa as explained at http://kenya.usvisa-info.com. Please do not give or send money to other individuals or entities. If you feel that you are the victim of a visa scam, please contact email@example.com.
Customer Service Statement to Visa Applicants
The Department of State manages the visa process strictly but fairly in order to best protect the United States. We are committed to the essential openness for which the United States has always been known. Travel to the United States is welcomed and encouraged.
We promise to you, the visa applicant, that:
- We will treat you with dignity and respect, even if we are unable to grant you a visa.
- We will treat you as an individual and your case as unique.
- We will remember that, to you, a visa interview may be a new or intimidating experience and that you may be nervous.
- We will use the limited time available for the interview to get as full a picture as possible of your travel plans and intentions.
- We will use our available resources to fairly assist all applicants to get appointments to allow travel in time for business, study, and other important obligations.
- We will post detailed and accurate information on visa requirements and application procedures on every Embassy and Consulate website.
- We will provide information on nonimmigrant appointment waiting times at every Embassy and Consulate posted on http://travel.state.gov.
- We will explain the reason for any visa denial to you.
Furthermore, if you are a:
- Student, we will make every effort to ensure that you get an appointment and, if qualified, a visa in time to start classes.
- Medical and humanitarian emergency traveler, we will expedite processing for those dealing with life threatening emergencies.
- Business traveler, we will establish appropriate mechanisms to facilitate business travel and expedite cases of particular concern to American business.
At the same time, we expect you, the visa applicant, to:
- Plan your travel and visa application as far in advance as possible.
- Complete your application fully and accurately.
- Be forthcoming about your purpose and plans.
- Prepare for your interview by being able to clearly and concisely describe your intentions.
All downloadable documents on this page are provided in PDF format. To view PDFs you must have a copy of Adobe Acrobat Reader. You may download a free version by clicking the link above.