AADSAS Customer Service: An Expert Operational Guide

Overview of AADSAS Customer Service

The American Dental Education Association’s Application Service (AADSAS) is the centralized application system used by most U.S. dental schools. The customer service function supports three discrete audiences: applicants submitting transcripts and personal statements, pre-health advisors and letter-writers, and dental school admissions offices receiving verified files. Customer service is responsible for document intake, transcript verification, technical support for the online portal, and issuing status updates and verification notices.

Operationally, AADSAS customer service combines an online help center, secure messaging within the applicant portal, and a ticketing queue for complex verification problems. Most routine questions are resolved at first contact (triage-level) while document discrepancies or academic record issues require escalation to the verification team. Expect the customer service workflow to follow documented SLAs (service-level agreements): initial acknowledgment within 24–72 hours and substantive responses or next steps within 5–10 business days, depending on complexity.

Common Issues and How Customer Service Resolves Them

Frequent inquiries include transcript matching errors, duplicate course entries, letters of evaluation not posting, and technical problems with attachments. For transcript mismatches, customer service typically requests an official transcript (mailed or secure electronic transcript) and a screenshot of the applicant’s portal showing the mismatch. If a school submits a transcript under a slightly different institutional name, the verification team will standardize the entry but requires confirmation documentation from the school.

Letters of evaluation and committee packets are another high-volume area. Customer service will track receipt using a downloadable receipt log; applicants should present the log ID when filing a ticket. If a letter is listed as received by the school but not visible in an applicant’s portal, the team will reconcile internal receipt timestamps and, when necessary, contact the letter-writer directly (with permission) to re-submit or confirm transmission method.

How to Contact AADSAS Customer Service and What to Include

Use the AADSAS portal’s secure messaging as the primary method for non-urgent questions—this creates an auditable trail linked to your application ID. For documentation issues, attach PDFs (transcripts, memos from registrars, screenshots) and reference your AADSAS Application ID, the institution name as listed on your transcript, and the exact error or discrepancy text from the portal. Typical turnaround improves dramatically when the ticket includes: application ID, exact filename(s), dates of submission, and a short chronology of efforts already taken.

• Minimum contact data to include: AADSAS Application ID, full name as on application, DOB (mm/dd/yyyy) for identity confirmation, concise description of the problem, and attachments (PDF preferred).
• If asking about timing: state the submission date and the date you expect verification; ask for a timestamped estimate—e.g., “Please confirm expected verification completion date within 10 business days.”
• For escalations: include ticket reference numbers, prior agent names (if provided), and explicit request for escalation to “Verification Team” or “Technical Support.”

When calling (if phone support is offered), be ready with the same information. If you need a faster resolution for time-sensitive deadlines (interviews, offers), state the deadline date and upload documentation proving the deadline (email from a school, invitation letter). Customer service is more likely to prioritize verifications when deadlines are externally verifiable.

Timelines, Fees, and Verification Details

Verification time for complete and correctly-submitted files typically ranges from approximately 3–6 weeks during non-peak times and may extend to 6–10 weeks during peak season (June–October). These windows reflect document volumes: each year the service processes tens of thousands of transcripts and updates; expect longer waits in year cycles where application volumes increase by 10–20% over prior years. If you have time-sensitive materials (e.g., final term grades), upload them early and label them clearly to expedite review.

Fees and exact processing costs are published annually by the administering organization; always confirm current fees on the official AADSAS webpage. Many applicants are surprised that some schools impose a separate supplemental fee for secondary applications; customer service can confirm whether a school requires an additional payment but cannot waive institutional supplemental fees. When budgeting, plan for the centralized application fee plus per-school fees and any costs for official electronic transcripts (typically $10–$25 per transcript, depending on vendor).

Escalation, Appeals, and Documentation Strategy

If customer service cannot resolve a verification dispute within the stated SLA, request formal escalation to a supervisor and ask for an estimated resolution date. Keep detailed notes of all interactions—dates, agent names, ticket IDs—and, if necessary, use the institution-level contact at the dental school to flag a verification hold that could affect interview offers. Appeals of verification decisions (for example, course repeat handling or grade conversion) usually require documentation from the issuing institution (official policy statements from registrars, grade reports). Customer service will advise on acceptable documentation but does not arbitrate institutional academic policies.

Adopt a proactive document management strategy: obtain institution-sent electronic transcripts whenever possible, keep PDFs of all submissions, and record courier/tracking numbers for mailed items. For letters of evaluation, provide recommenders with clear submission instructions and deadlines at least 4–6 weeks in advance. These practical steps cut down customer service cycles and reduce the need for escalations.

Best Practices to Minimize Contact and Maximize Resolution

Before contacting customer service, check the AADSAS Help Center knowledge base and portal FAQ—many common issues have step-by-step resolutions. Use descriptive filenames for uploads (e.g., “Smith_UChicago_OfficialTranscript_2024.pdf”), and compress multi-page documents to keep attachment sizes within portal limits. When you do contact support, be concise, factual, and chronological: customers who present a clear timeline and full documentation receive faster, more accurate responses.

Finally, verify all contact methods on the official AADSAS page (adea.org/AADSAS) and retain copies of all correspondence. Treat customer service as a process partner: clear documentation, early submission, and targeted inquiries will produce the best outcomes and the shortest resolution timelines.

How do I contact Dentaquest customer service?

Contact Us

1. Member Services. For the fastest service, call the telephone number listed on the back of your Member ID card.
2. General Member Services. 888-278-7310.
3. Dental Care Plus Group Member Services. 800-367-9466.
4. Hearing Impaired Line. 800-466-7566.

How much does aadsas cost per school?

$264
The 2025-26 application fees are $264 for the first school an applicant applies to and $115 for each additional school.

How long does ADEA take to verify?

It can take 4-6 weeks for ADEA AADSAS to process your application before it is reviewed by UFCD. You will not receive communications from UFCD immediately after you click “submit;” we review applications once they are Verified and in the order in which they are received.

How do I contact ADEA?

617-612-2045
For help with application-related questions, you can log in to your application and contact us using the chat icon in the lower right corner. You can also contact us by email at [email protected] or by phone at 617-612-2045. Note the following: Hours of operation: Monday – Friday, 9 AM – 5 PM ET.

Is ADEA still active?

The ADEA is enforced by the Equal Employment Opportunity Commission .

How do I contact dentist net customer service?

Contact Us @ Dentist.net
Email is the best way to get the fastest response. Our Customer Service is available Monday-Friday from 9am to 4pm to read and respond to your questions.