With the limited availability of US visa appointments, it’s already a pain to find an appointment for your visa interview. You have to check for available appointments several times a day, even at odd hours such as late nights or early mornings. And, on top of that, it’s quite frustrating if your US Travel Docs account is frozen for 72 hours for suspicious activity.
When your CGI account is frozen, you are often presented with the following error message.
“Your account has been frozen for suspicious activity, and you will not be able to access it for up to 72 hours. Your account will be unfrozen automatically after that time. Our call center agents will not be able to assist you with unfreezing your account or scheduling your appointment until then.”
Having your CGI account frozen for 72 hours is frustrating and discouraging. It crushes your hopes. Especially when you haven’t done anything suspicious.
You were only trying to book an appointment for your visa interview. What’s suspicious about it? You weren’t trying to game the system or hack someone’s account. It’s your own account. You paid $185 for the fee, not a small amount. You deserve to book an appointment.
I hear you. I have been there. I know why it happens and how to avoid it. In this article, I will explain why a CGI account gets frozen for 72 hours, how to prevent it and if there are any options to unfreeze a frozen account.
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What does it mean by a CGI account frozen for 72 hours?
Your US Travel Docs (also called CGI Federal) account is frozen for 72 hours when you see the following message on your account.
“Your account has been frozen for suspicious activity, and you will not be able to access it for up to 72 hours. Your account will be unfrozen automatically after that time. Our call center agents will not be able to assist you with unfreezing your account or scheduling your appointment until then.”
When you see the above message, your visa appointment account is locked for 72 hours and you cannot log back in for at least 72 hours.
The 72 hours are calculated from the first time you see the error message. So any repeated login attempts will not prolong the time. Any attempt to change the password will not extend the time either.
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Why does a CGI account freeze for 72 hours?
The main reason why this is in place is to prevent agents and bots from gaming the system and taking away the opportunity for individual applicants to book appointments that they deserve.
Agents that deal with US visa applications often have a pool of “placeholder” accounts. They use these accounts to look up and hold appointments. Since these accounts are used to view the availability and/or hold appointments, but never to actually attend an appointment, they are repeatedly used for months and years. Some agents use bots to automate this activity.
Here is an example of why these agents use such placeholder accounts. The US visa fee is $185 and is valid for one year. If an agent can find appointments for 10 applicants and charge $100 each, that is a $1,000 return from a $185 investment. That’s a very good return on investment. So, depending on how many clients they have and how big their business is, they maintain tens or even hundreds of such placeholder accounts.
If you think about it, this practice of looking up or holding appointments can lead to limited or non-availability of appointments for those who genuinely need them.
CGI Inc., the software company that built and maintains the US visa appointment systems, has features to curb such practice. When the CGI Federal system senses that an account is often used to look up availability or hold appointments more often than necessary, it flags the account as suspicious and freezes it for 72 hours.
Now, there isn’t an easy way to determine whether an account is a real account or some agent’s placeholder account. So, the criteria for flagging suspicious accounts can sometimes freeze real accounts. And that’s also a reason why the accounts are temporarily frozen for 72 hours instead of permanently banning them.
CGI Federal is actively working on making its systems more efficient, but as of now, a few extra clicks or lookups can flag your account as suspicious and can get your CGI Federal account frozen for 72 hours.
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How to unfreeze CGI account?
The only way to unfreeze the CGI account is to wait 72 hours. But there have been instances where the accounts were released/unfrozen after 24 hours. Therefore, wait about 24 hours and then access your account. Trying once every 24 or 36 hours will help figure out if your account is unfrozen and you can log back in.
Any attempts to log in while your account is frozen will not reset the clock or extend the frozen time. So there is no harm in trying to log in once every 24 or 36 hours.
Also, contacting customer service or changing your password will not unfreeze your account. Creating a new account and paying the fee again will not work either, since the new account will be flagged as a duplicate, as most of the information will be identical to the frozen account.
Therefore, there is no option other than waiting 72 hours. The smart option is to prevent an account freeze.
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How to prevent a CGI account freeze for 72 hours?
Your US visa account might freeze for many reasons. Only the developers at CGI Federal would know the exact reasons. Below is the list of activities that I think are considered suspicious by CGI Federal. Avoiding these suspicious activities will prevent your CGI account from freezing for 72 hours.
DISCLAIMER
The list below is based on my own personal experience and knowledge. Only the developers at CGI Federal know what activities constitute suspicious. Therefore, we shall not be held liable for any inaccuracies.
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Suspicious Activity 1: Concurrent logins
Your visa account is frozen for 72 hours if CGI Federal notices that you have logged into your account concurrently. Concurrent logins indicate that your account may be a placeholder account and several people are using it to view appointments.
Here are some of the ways to avoid concurrent logins.
1. Do not share your login information with others
It’s not an uncommon practice to share login information with family and friends to maximize the chances of finding an appointment. But this can backfire as concurrent logins are considered suspicious activity. Do not share your login information with others.
2. Use only one browser for your CGI account
Logging into your CGI account from different browsers and not properly logging off can seem like concurrent logins. Always use only one browser on your computer to log into your CGI account.
3. Log off completely after you view the available appointments
Keeping the tabs or browsers open or closing them without properly logging off can keep the sessions alive on the server. These may seem like concurrent logins. Always log off completely after you are done using your CGI account.
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Suspicious Activity 2: Logging in from different devices
Your visa account is frozen for 72 hours if CGI Federal notices that you have been logging into your account from different devices. Similar to concurrent logins, logging in from different devices may raise red flags, suspecting that your account may be a placeholder account.
Here are some of the ways to avoid logging in from different devices.
1. Use only one device, preferably a computer/laptop
A US visa is a serious endeavor and you should use a computer or laptop for your visa application and appointment booking. Mobile phone screens are too small. It can be cumbersome to handle an activity such as booking a US visa appointment on a mobile phone.
Whichever device you pick, make sure to use the same device throughout the visa appointment booking process.
2. Always use the same computer/laptop
If you prefer to use a computer/laptop for booking your US visa appointment, use the same computer/laptop for logging into your account every time.
If you prefer to share your login with someone at home so you can look up appointments around the clock, have them use the same computer/laptop. Divide up your time into blocks and have each of you use the same laptop in that block of time.
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Suspicious Activity 3: Performing more than 12 actions in one session
Performing more than 12 actions in one session will not result in an account freeze right away, but will result in getting blocked from viewing the appointments until 12am EST the next day.
If you are close to performing 12 actions, you will be presented with a “you are approaching the maximum number of times you may view this page” message.
When this message is shown, simply finish booking your appointment or log off completely. And, do not log back in for at least 6 hours, otherwise, you risk getting your CGI Federal account frozen for 72 hours.
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Suspicious Activity 4: Logging in more than 4 times in a day
Logging into your CGI account way too many times in a day can also freeze your account. But how many times is way too many times?
How many times can you login to CGI Federal in a day?
You can log in to CGI Federal up to 4 times a day. Logging in more than 4 times a day can trigger suspicious activity, which can lead to your CGI account frozen for 72 hours. If you are going to check your appointments 24×7, then space your logins at least 6 hours apart.
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Conclusion
It’s already a pain to find an appointment for your US tourist visa due to limited availability. On top of that, it’s frustrating if your US visa account gets frozen for 72 hours. You are often presented with the following message when your account is frozen.
“Your account has been frozen for suspicious activity, and you will not be able to access it for up to 72 hours. Your account will be unfrozen automatically after that time. Our call center agents will not be able to assist you with unfreezing your account or scheduling your appointment until then.”
The only way to unfreeze your CGI account is to wait 72 hours. Contacting customer service or changing your password will not unfreeze your account. The wisest option is to prevent an account freeze.
As per my experience, activities such as concurrent logins, too many actions in a given session or too many logins in a day can all constitute suspicious activities.
Is your CGI account frozen for 72 hours? What activities do you think triggered it? And, how long did you have to wait? Let me know in the comments below.
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Benedicta Osei says
Hi please, my Avits account has frozen for more than 5 days please with trying to log in saying user locked . What can I do ?
Thirumal Motati says
Hi Benedicta! You can try reset your passport on your Avits account. It seem to work for some. If you still can’t unlock, let me know.
Nikhil REGE says
Hi, I too have faced this issue of my account being blocked twice till now. Can you or someone explain the best way to get an appointment without getting blocked out? Thanks!
Thirumal Motati says
Hi Nikhil! Only the developers at CGI Federal knows why an account get would get frozen. But as per research, avoiding the four suspicious activities mentioned in this article can help you not get your account frozen.
Bala says
It’s a really helpful Article. Appreciate your input.
Amira says
I had an issue when applying for my tourist visa. After contacting customer service and following their advice, my account got frozen. Since 19/1/2023. The 72 hours have passed and still frozen.
Thirumal Motati says
Hi Amira! Usually, it’s 72 hours. If the account is frozen longer than that, you must contact customer service.
Hannah says
Hello Amira, I am currently in the same situation as you. Were you able to get your account unfrozen?
Wasu says
Does having a frozen account lead to a reason to reject visa?
Thirumal Motati says
Hi Wasu! No, not at all. Account freeze DOES NOT lead to visa refusal.
Souvik Biswas says
Hi, my account was frozen due to multiple logins and I was told to wait 72 hours. Now it is over 5 days and when I try to log in it tells me the username and password are incorrect. Resetting the password via email does not work. Can you provide any information on this?
Thirumal Motati says
Hi Souvik! The incorrect username/password is a different issue, unrelated to account freeze. There was a system issue on their part that triggered this username/password incorrect error a few months ago. I’m not sure if this is a technical issue again. I suggest contacting US Travel Docs customer service on their email or phone number.
Souvik Biswas says
Hi Thirumal, thanks for the response. Indeed the two cases are unrelated, but one triggered another. First, the account was frozen. Next, the frozen message was gone after around 60 hours and the new error – “make sure the username and password are correct” – popped up. As I mentioned resetting the password does not work; it still spits the same error. You mentioned this happened before too and I suspect it is the same glitch. Contacting customer service via phone is absolutely useless as they are unable to provide any information; all they keep saying is I have to wait, which I have been doing for the last six days now. I emailed them as well but no response so far for more than two days. Any idea how long it took to resolve the glitch last time? Also, do you know if there is an alternative and faster way out other than the US Travel Docs customer service?
Thirumal Motati says
I think it was over a weekend, so it took a couple of days for them to fix it. But again, customer service may not be aware of the technical issue, hence they are pushing back on you. Not sure where their technical team or customer service is located, but the Christmas holidays may be affecting their turnaround time. While you wait, try other browsers, clearing cache, etc. to see if that helps.
Neha says
Hi Souvik, any success? I’m having the same issue. I tried to schedule the appointment on Dec 20th after the fee was submitted. It didn’t let me schedule, and after that, I’m locked out. The user id password shows incorrect even after resetting the password. Have emailed US travel docs. Hopefully might get an answer after the holidays.
Uday says
I see a message that my account has been frozen when I try to log in after a gap of 2 days (earlier I’m able to log in) the CGI portal. How we can know when it was frozen or just now it got frozen. I don’t know what exactly I’ve done to freeze it. I’m still waiting to unfreeze my account as you mentioned. Is there any way to know when it got frozen?
Thirumal Motati says
Hi Uday! When you see the message the first time, that’s when the account is frozen. You will have to wait 72 hours from that point to unfreeze your account. You can try every 24 hours to see if was unfrozen. But if you really want to know the exact date and time on which your account was frozen, you will have to contact CGI portal customer service. They will be able to give you the info.
Amir says
Hi, did you get your account unfrozen and sorted? My account got frozen on 19/1/2023 but it is still frozen until now 26/1/23. I don’t know what to do. Customer service said i would be able to access it yesterday 8.44pm 25/1. Today they told me to try again 8.44pm 26/1/2023.
Thirumal Motati says
Hi Amir! Usually, it’s 3 days and it can’t be this long. It looks like your account was locked at 8.44pm on the 19th, so it should have been unlocked by 8.44pm on the 22nd. Did they give you any reason why your account has been frozen for this long?
Ram says
Hi, yesterday my account is locked and it’s showing till 72 hours I can’t log in. But I haven’t paid any amount for the booking yet. Can I create a new profile and book an appointment?
Thirumal Motati says
Hi Ram! You can create a new account, but the system will flag the new account as “duplicate” because your name and passport numbers will match with your old account. Then you will have to contact their customer service to have the accounts merged. Since one of the accounts is frozen, you will end up with a “frozen” account again. So it’s better you just wait out the 72 hours and continue booking your appointment instead of creating a new account.
Sai G says
Hi, my account got frozen 3 days back and after 72 hrs I tried to log in but it shows a login error and the username, and password was incorrect. Even I am using the correct credentials. I also reset my account and password with help of support@ustraveldocs.com after that also it shows the same. May I know the solution?
Thirumal Motati says
Hi Sai! There was a technical issue that resulted in this issue for many. US travel docs have already fixed the issue. I hope you were able to get back into your account.
Nidhi sharma says
Hi dear, I am trying for a US student visa (F-1) from August 2022 but am not getting the appointment scheduled. Ideally, how much time embassy will take for the appointment? I have an emergency to join them as soon as possible for my Ph.D. program. And even this account may also freeze after logging into 2 times a day only. Please guide me if you can tell me the possibility
Thirumal Motati says
Hi Nidhi! If you are applying for an F1 visa, you are eligible to request an emergency appointment. In order to request an emergency appointment, you must first schedule an appointment for any future date. If you see a slot, even if it’s in 2024, just book it. After that, in your dashboard, you will see the option to request for an emergency appointment. Follow the instructions and request an emergency appointment. Once your request is approved, you will have slots available for every day, so you can choose whichever slot you like.
Gaurhari says
When we deposit 160 dollars, the validity is 1 year and getting a slot for an interview in 2024. Then fee payment will lapse. Please suggest.
Thirumal Motati says
Hi Gaurhari! The MRV fee receipt and slot are two different things. The validity of the MRV fee receipt is one year, but the slot booked can be any day in the future.
AniD says
My account is frozen for 72 hours. I have initiated a NEFT transfer for my MRV fee prior to that. Even if I cannot log in, the receipt number should generate, right?
Thirumal Motati says
Hi AniD! Yes, even if you cannot log in your receipt number will be generated and becomes active once the payment is reflected.
Brylle says
Hi, my account was frozen and I don’t know why, I have a scheduled interview tomorrow. Will It affect my schedule because my CGI account was frozen? The last time I check everything is ok on my account, including the scheduled appointment, and payments.
Thirumal Motati says
Hi Brylle! No. Your scheduled interview will not be affected. It’s just your login that’s frozen, it won’t affect your interview tomorrow. You only need access to your account to print your interview confirmation. If you have already printed it, then there is no need to log into your account.
Priya Ponnu says
Hello, my account has been frozen on 10/2/2022 at 5:30 am EST. And I’ve tried to log in at 24 hours to see if was unfrozen. My question is if we tried log in again then will the clock for 72 hours reset? Or does it count when it was initially locked? Please clarify, thank you.
Thirumal Motati says
Hi Priya! No. It won’t reset. The 72 hours start from the initial time your account was locked. Subsequent logins will not reset the clock.
Sp says
My spouse had a non-immigrant visa appointment but we didn’t go through w it also the appointment was cancelled due to covid. But now that her immigrant visa is scheduled for an interview when we registered for the document pick up the bottom of the document pick-up confirmation page says ds160 instead of ds260 but everything else is good for IV. Any suggestions?
Thirumal Motati says
Hi Sp! DS-260 is for US immigrant visa applications. For non-immigrant visa applications, DS-160 is the correct form. So you are fine.
James says
Guys these all won’t work at all. I have been trying to get the slot since three months. I met one agent he has given within 5min for that they have charged around 1 lakh. I don’t know what is going on behind the scene.
Thirumal Motati says
Hi James! These agents can get you one in 5 minutes but you will not only have to shell out a premium but also make it more difficult for others. US Embassies in India have been requesting everyone to report such agents so those waiting for months can get an appointment.
Hamdi Mohamed Soliman says
I made a mistake when I created my account with CGI to pay the fees for a US visa as I selected the wrong country mistakenly. How I can delete this account to create a new one?
Thirumal Motati says
Hi Hamdi! You can’t actually delete your account. When you try to create a new account in a different country, the system will throw an error that you have a duplicate account. The easiest way is to have US Travel Docs customer service change your country on your existing account. Simply email or call them and they will do it for you.
Anisha says
Hi Thirumal, I have been having trouble getting a US visa. The available interview dates are for the year 2024. Would you know how can I get an appointment in 2-3 months or if I should wait a bit (like 1-2 months) and maybe the US embassy will have more dates available or they might have fixed the glitch? Let me know your thoughts. Thanks!
Thirumal Motati says
Hi Anisha! US visa appointments especially for B1/B2 are very limited. Dates too far in the future such as the ones in 2024 will be canceled at some point as they are just placeholder slots. You can grab one of those for now and keep looking once or twice a day. You may eventually find an appointment. Also, try other consulates. I was told by some readers that consulates in the South have more availability compared to the North. So try other consulates as well.
Praveen kumar says
My account was frozen yesterday. I am really looking forward to booking a slot for spring 2023. Will there be slots when I got my account unfroze. Any idea how will they release slots from now on? Like in how many phases or groups? Please give your insights on this.
Thirumal Motati says
Hi Praveen! Sorry to hear that. The slots are made available on a daily basis. I’m not sure at what time they are made available, so keep checking. Since your account is already frozen, you won’t be able to log back in for 72 hours. But once you are back in, keep checking a few times a day.
Prasad bodas says
My account is also frozen. I have 1 question though, I have transferred my visa fees directly from my net banking, not through the payment gateway of the path to the US visa site. So will it work for me? Also want to talk to you regarding the digital nomad visa. My cell number is 9850171815. Please send me your contact number. Dr Prasad Bodas from Satara, Maharashtra.
Thirumal Motati says
Hi Prasad! You must use the payment gateway which ties the receipt number to your transaction. This way, your visa fee payment status is updated quickly in US Travel Docs. If you have made a transfer from your net banking and used your receipt number as a reference, it would still work but it may take longer to reflect in US Travel Docs. If you made the transfer without using your receipt number, then there is no way to tie your payment with the visa system. Your payment may not reflect in US Travel Docs and you must contact their customer service for help.
Sure. But unfortunately, I don’t take phone calls. You can leave me a message using the contact form.
Krishnam says
My account was frozen when I tried login from a Windows VM connected via VPN. So, do not use VMs or while connected to VPN.
Thirumal Motati says
Hi Krishnam! Thanks for the information. Very helpful for others in the same situation.
Temitope says
Will I be able to reset my password when my account is been locked for 72hours?
Thirumal Motati says
Hi Temitope! Yes, you can reset your password while your account is frozen, but you cannot log in until your account is unfrozen/unlocked.
Halwa says
My account got locked yesterday night. I was on Wi-Fi, lost electricity, connected my mobile hotspot, tried accessing the homepage and viola was promptly thrown out and locked out for 72 hrs.
Thirumal Motati says
Hi Halwa! Sorry to hear that! I assume that your IP address was changed when you connected to your mobile hotspot and CGI Federal might have seen this as a concurrent login.
Vivek Gondalia says
Turn off your VPN, if you use it while logging into CGIFederal. If not, as mentioned above space your logins 6-hours apart. Thanks for sharing the above experience.
Hopefully, US Travel Docs, update their system to allow Customer Service Representative to un-freeze locked account, if the user calls in and passes authorization test(s). Fingers crossed!
Thirumal Motati says
Hi Vivek! That would be the best otherwise it’s too annoying if you get your account frozen too often. I hope US Travel Docs will hear us and do something about it.