FBI Customer Care provides direct support for individuals and businesses that need help with FBI services, background checks, or reporting concerns. This channel connects the public with trained specialists who can explain procedures, eligibility, and next steps.
Below is a quick reference that outlines how to reach FBI Customer Care, what support options are available, typical wait times, and how cases are usually handled by specialized teams.
| Contact Method | Hours | Best For | Typical Wait Time |
|---|---|---|---|
| Phone Intake Line | Mon-Fri, 8:00 AM–4:30 PM ET | Urgent questions, case status, referral guidance | 10–30 minutes |
| Online Contact Form | 24/7 submission, response within 3–5 business days | Non-urgent inquiries, document uploads | Email reply |
| Field Office Referral | Varies by location | In-person assistance, sensitive matters | Appointment-based |
| FOIA / Records Request Hotline | Mon-Fri, 9:00 AM–5:00 PM ET | Tracking requests, clarifying processing stages | 15–45 minutes |
Contacting FBI Customer Care by Phone
Intake Procedures and Verification
When you call the FBI Customer Care intake line, you will be guided by a specialist who confirms your identity and the nature of your request. Be prepared to provide name, date of birth, and any case or reference numbers.
Agents can explain whether your issue falls under criminal investigations, background checks, or victim support, and they will route you to the appropriate unit or advise on next steps.
Digital Support and Secure Messaging
Online Form Guidelines and Document Submission
The official online contact form is designed for non-urgent issues and allows you to attach documents securely. Include a clear subject line, a concise description of your issue, and any relevant identification details.
Avoid sharing sensitive personal information in the message body unless the form explicitly supports secure upload fields, and always confirm you are on the official FBI domain before submitting.
Records Requests and FOIA Inquiries
Status Checks and Processing Timelines
FOIA requests submitted to the FBI are tracked through a dedicated system, and customer service agents can provide status updates over the phone or via authorized portals. Response times vary based on volume and classification reviews.
You can reference your submission date, request number, and providing a concise description of the records sought to streamline follow-up interactions with the FBI Customer Care team.
In-Person Support at Field Offices
Scheduling Appointments and Required Documents
Certain matters, such as identity issues or sensitive victim services, may require an in-person visit to a field office. Call ahead to schedule an appointment and confirm which documents to bring.
Expect security screening upon entry, and arrive with valid photo identification, any case-related documentation, and a prepared summary of your concerns to make the meeting efficient.
Next Steps for Engaging FBI Customer Care
- Keep a written record of all interactions, including dates and agent names when available.
- Only share information through official FBI channels and verified web domains.
- Prepare relevant documents, identification, and case numbers before reaching out.
- Use the phone line for urgent questions and the online form for non-urgent, documented requests.
- Follow up promptly if you have not heard back within the stated response window.
FAQ
Reader questions
How do I report a crime to FBI Customer Care?
If you are reporting a crime in progress or an emergency, call 911 immediately. For non-emergencies, you can contact the FBI via the official intake line or online form, and agents will direct you to the appropriate field office or specialized unit.
Can I check the status of a background check through customer service?
Yes, the FBI Customer Care team can help provide general status information for background checks. Have your submission ID and personal details ready when you reach out to ensure a quicker response.
What should I do if my FOIA request has not been responded to?
Contact the FOIA hotline or use the online portal to inquire about processing timelines. Reference your submission date and request number, and ask for an estimated completion date or escalation options if delays occur.
How can I update my records if my personal information has changed?
Submit an update request through the secure online contact form or write to the FBI following their official records update guidelines. Include your full name, previous and current details, and a copy of acceptable identification for verification.