Help Center

Live Help

You will be working with a live operator who will be able to aid you in locating assistance for your issue. The Live Help operator will not be able to provide detailed solutions or direct you to a non-government website. This operator will have access to certain information about your session (see "Visitor Information" below).

At the end of the Live Help session you will be presented with an optional exit survey and an opportunity to have a transcript sent to you via email.

Live Help Privacy Policy

When this page is first opened a cookie is placed on your system and the Live Help operators are notified that a visitor has entered the Live Help site. At this time operators can see the following information about your session:

  • Browser type and version
  • Host address
  • Host IP number

The purpose of the cookie is to enable the Live Help system to associate each Live Help session with the previous session so that each operator will be able to assist you without requiring that you repeat any information previously provided. You are not required to enable cookies to use Live Help. The cookie will not track any of your browsing activity beyond this page.

Transcripts of the Live Help sessions contain the following information:

  • Session date
  • Session start and end time
  • Operator name
  • Visitor name as entered
  • Browser type and version
  • Host IP number
  • The text of the discussion
  • Exit interview responses
  • Topic
  • Email address if a transcript was requested

Operators will not ask for, and you should not provide, any personal information such as full name, date of birth or social security number.