Non-Immigrant Visas
Frequently Asked Questions: PINs
Q: What is the difference between a web PIN and a Live Service PIN?
A: Web PIN (USD 12) - Applicants may obtain visa information and make appointments online, 24 hours a day, 7 days a week.
Live Service PIN (USD 20) - Applicants may speak to an agent to obtain visa information and make appointments. The Live Service is available from 8:00 to 17:00, Monday through Friday, except on Thai holidays.
Q: Do I have to purchase my PIN at Thailand Post?
A: No, You can purchase a PIN for the Visa Information and Appointment Services Website using either a Visa or MasterCard on the website. You can purchase a PIN for the Call Center using either a Visa or MasterCard by phone.
Q: What kind of information is provided by the new service?
A: This service provides current and accurate information for Thai citizens and foreign nationals who wish to apply for a visa to enter the United States of America. Applicants will be able to access detailed information on requirements for U.S. nonimmigrant visas and to schedule nonimmigrant visa interviews. General visa information is still available for free on http://bangkok.usembassy.gov/services/visa/index.htm and http://bangkok.usembassy.gov/consulcm/.
Q: Can I use the same phone-based service PIN for more than one call?
A: Yes. Your PIN will allow you to access the Call Center three times. If you need to use the service a fourth time, you will be asked to purchase a new PIN.
Q: Can I access the website more than once using the same web-based service PIN?
A: Yes. Your PIN will allow you to access the website multiple times. You can continue to access the website until ten days after your scheduled appointment. You can cancel or reschedule your appointment three times with the same PIN. If you haven't made an appointment in 90 days, your PIN will also expire. Your PIN is not refundable
Q: I need to schedule appointments for my whole family. Do I need a PIN for each person?
A: No, you may schedule an appointment for yourself and up to 4 immediate family members using the same PIN. They must live in the same household.
Q: Are the web PIN and the live operator service PIN interchangeable?
A: No. A Web PIN purchased for 12 dollars is NOT INTERCHANGEABLE with the 20 dollar Live Service PIN. You must choose which service you wish to use when you buy your PIN.
Q: Can I upgrade from the 12 dollar PIN to the 20 dollar PIN?
A: No. A Web PIN purchased for 12 dollars is NOT INTERCHANGEABLE with the 20 dollar Live Service PIN. You must choose which service you wish to use when you buy your PIN. You cannot “upgrade” by additional payment after the original purchase.
Q: My PIN doesn’t work—what should I do?
A: First of all, did you purchase it at Thailand Post or by credit card? If it was purchased at Thailand Post, the PIN can be activated only after 1:00 pm the next business day after purchase. For example, if you purchased it on Monday, it will activate at 1:00 pm on Tuesday. However, if you purchased it on Friday, you cannot activate it until Monday at 1:00 pm, the next “business day” after purchase.
Also, please refer to the instruction sheets obtained at Thailand Post if purchased there about how to logon if you purchased a 12 dollar web PIN and how to call to the toll free live service during its operating hours (Mon-Fri from 8-5 pm except Thai and US holidays)
If you purchased your PIN online by credit card or over the phone by credit card through the Live Agent Call Center Service, please see the FAQ site on the Visa Information Service’s web site (http://thailand.us-visaservices.com/Forms/default.aspx) and follow the instructions again.
OR, if you bought the PIN from the Live Agent Call Center Service, please follow the instructions on the automated greeting reached through its Toll Free Number (001-800-13-202-2457). Again, the Live Service hours are Mon-Fri from 8-5 pm, except Thai and US holidays.
If none of the above suggestions work for you, please send an e-mail with your screen shots of problems with the logon for the website or an explanation of your inability to access the toll free number for live service to:
Note: Troubleshooting answers about your emailed inquiry will be answered promptly. Please allow sufficient time for the Help Desk staff to investigate the problem and reply to you by e-mail.
Q: Why is there a message saying if I cancel I need to buy a new PIN?
A: For Web Service: When you purchased and activated your web based PIN, your profile was set up and you were notified of the number of scheduling and rescheduling opportunities. Every time you “schedule” or “reschedule” or “cancel” your appointment, your profile is updated to reflect the remaining number of opportunities for scheduling and rescheduling. If you have used up your 3 available opportunities you will receive this message. To proceed further, you must buy a new PIN.
For Live Service: With the PIN you originally purchased for Live Service, you can call the Live Service three times to obtain information and/or schedule/reschedule/cancel a non-immigrant visa interview. After calling three times, you must purchase a new PIN if you wish to call for a fourth time and speak to a live operator.
Q: How many times or how many days can I log on to the website?
A: You may access the website at http://thailand.us-visaservices.com/ multiple times and you can continue to access the web site for the Visa Information Service for information only, up to 10 days after your scheduled appointment. If you have never scheduled an appointment, or you canceled your appointment before the appointment date, you will only have access for 90 days from the date of purchase.
NOTE: Your PIN may be used to obtain information about Immigrant Visas (IV) and Non-Immigrant Visas (NIV) but to book appointments only for Non-Immigrant visas.
Q: How many times can I change my appointment date?
A: If you must reschedule for any reason, go to My Info Page to determine how many rescheduling opportunities you have left. For scheduling, rescheduling and cancellations, you have three total opportunities.
If you have a Live Service PIN, call again (if you have not used up your three calling opportunities) and inform the operator you wish to reschedule. You have a total of three calls.
Q: I could not find an available appointment in time for my trip. What can I do?
A: If you have a Web account, log on again and if you have not yet scheduled an appointment please look again at the calendar. Availability can change often, due to other applicants having canceled their appointments. However, if you have booked an appointment already, and now wish to have an earlier appointment, you must cancel your current appointment in order to view the calendar to see if there is an earlier date for which you would like to schedule.
Q: When does my PIN expire?
A: The Web PIN allows unlimited access for up to 90 days after purchase if no appointment is made. If you schedule an appointment, your PIN will remain active for information only for up to 10 days after your scheduled appointment.
The Live Operator PIN allows 3 calls within 90 days after purchase if no appointment is made. If you schedule an appointment, your PIN will remain active for information only for up to 10 days after your scheduled appointment. If you need to call a fourth time to the Live Operator, you must purchase a new PIN.
Q: The login screen says the PIN is invalid—what should I do?
A: Make sure you are not attempting to activate a PIN bought at Thailand Post before the proper activation date and hour. Please note, a PIN bought through Thailand post will not be active until after 1:00 pm on the next “business day.”
Business days are defined as Monday to Friday, except Thai, Thailand Post, and US holidays.
Q: I bought a PIN but decided not to apply for a visa. Can I get a refund?
A: No. Your PIN is not refundable in any situation.
Q: What if I miss my appointment on the scheduled interview day—can I still reschedule using my old PIN?
A: No. Your PIN will only allow access for information purposes after the interview date, for up to ten additional days. If you need to make another appointment, you must purchase a new PIN. Appointments can be rescheduled up to two business days before the appointment date.
