A Service Request is your request for the City to provide you with assistance, perform an inspection, or address a problem. NYC311 can accept Service Requests for a wide range of issues, incuding over 500 complaint types. Service Requests can help you get a pothole fixed in your neighborhood, the heat turned on in your apartment, or a refund for an overpaid parking ticket. For a complete list of the types of Service Requests we accept, visit our Report Problems page.

Subscribe to Follow Service Request Updates

When submitting a Service Request, you can choose whether you want to get status updates. Updates are sent by email or text message. If you choose not to get updates and later change your mind, you can subscribe to follow a Service Request. Visit Service Request Lookup and search for the Service Request you want to follow. Click the "Subscribe" or "Follow Service Request" buttons to begin getting updates. You can also subscribe to follow Service Requests submitted by others. No personal information is included in these updates.

When you submit certain types of Service Requests through NYC311 and provide a valid email address, you will receive an email with instructions on how to add files to go with your Service Request. 311 will send all Service Requests to the appropriate Agency for action whether or not you include files.

When you submit a file successfully, the site will display a message confirming the upload worked. The appropriate Agency will review the files along with your Service Request. You will not get an email message confirming that you uploaded files.

311 does not currently send email receipts for Literature Service Requests or Service Requests taken by Agency Specialists.

Learn about NYC311 and NYC.gov file submission.

Learn about adding files to your NYC311 Service Request.

Eligible Service Requests

Currently, you can only include files with Department of Parks and Recreation's maintenance or facility complaints and Department of Transportation's streets and sidewalks complaints. You must upload files within 24 hours after you submit the Service Request. 

A Service Request may be ineligible for file uploads because:

  • The particular Service Request is not currently in the file pilot program
  • The Agency has closed the Service Request
  • More than 24 hours have passed since you created the Service Request
  • You have already added files

File Size and Format Requirements

For the upload to be successful, your files must meet the following guidelines:

  • There is no size limit for each individual file, but the combined size of all files must be under 3 MB
  • You can upload up to three files per Service Request
  • Files can be in the following formats:
    • Video: mov, mpg, mp4, avi, wmv, 3gp, 3g2, rm
    • Audio: mp3, mp2, wav, wma, aac, ra
    • Pictures: jpg, png, gif, bmp, tif
  • You will not be able to upload files that are infected with viruses

Upload Confirmation

The 311 File Upload webpage lets you know if your media upload was successful. To access the page, open the email 311 sent you with instructions on how to upload files. Click on the link to the Upload page.

NYC311 cannot provide information about operating systems or network problems such as:

  • Problems with Internet Explorer
  • General computer problems
  • Problems with compressing a video or picture to the allowed file size
  • Problems with supported file types
  • Problems with file security issues or removing viruses from files

If you have the following issues, you can get more information online:

  • The files exceed the allowed total file size
  • The files exceed the allowed number of total uploaded files
  • The user exceeded the allowed number of upload attempts

Learn about adding files to your NYC311 Service Request.

Email Not Received or Link Does Not Work

NYC311 will send all Service Requests to the appropriate Agency for action whether or not you get an email or include files.

311 File Upload Feedback

You can provide feedback on the file submission tool.

Online

Email the Department of Information Technology and Telecommunications.

By Phone

Call 311 for assistance.

When you call 911, you may send supporting files from a cell phone or computer to the NYPD's Real Time Crime Center.

Tell the 911 operator that you have files related to your emergency. The operator will alert the Real Time Crime Center. A detective from the Crime Center will call you back and tell you where to email the files.

Depending on the case, the Police department may share your images with the public, police officers on patrol, individual detectives, or other law enforcement agencies. Police may use the images to identify and locate suspects as quickly as possible. They may also use the images to help evaluate and respond to emergencies.

911 File Upload Questions or Problems

311 does not provide follow up for complaints about files submitted to 911.

NYC311 collects and discloses personal information from customers in order to address their needs, conduct and improve City business and services, help provide emergency assistance when necessary, and as otherwise required by law.

NYC311's responsibility for keeping this information confidential is outlined in the NYC311 Privacy Policy.

Read the NYC311 Privacy Policy.