CASPA Customer Service — Professional Guide for Applicants and Programs

Overview and purpose of CASPA support

CASPA (Centralized Application Service for Physician Assistants) is the centralized platform used by many PA programs in the United States to collect and process applicant materials. Customer service for CASPA serves two primary groups: applicants who submit centralized applications and participating programs that receive and evaluate those applications. Effective customer service reduces processing delays, minimizes transcript and verification errors, and helps applicants meet strict program deadlines during application cycles.

This guide explains the structure of CASPA support, best practices when contacting the team, typical timelines, and how to escalate or document issues. For authoritative, up-to-date pages and official announcements refer to the CASPA website: https://caspaapplication.org and the overseeing organization, PAEA: https://paeaonline.org.

How CASPA customer service is organized

Customer service is typically split into two operational functions: technical support for the CASPA portal (login problems, browser compatibility, attachment uploads) and application/verification support (transcript processing, fee questions, application status, program-specific requirements). Each function uses a ticketing system that assigns a case ID so that follow-ups reference the same request; always record that case ID when you first receive it.

Many support centers operate with business-hour staffing (commonly Monday–Friday) and limited weekend coverage during peak periods such as open application windows (commonly late spring through summer for PA programs). Response-time goals are usually stated on the CASPA help pages; expect initial acknowledgements within 24–72 hours for standard inquiries and longer (up to 10 business days) for transcript verification or complex document disputes.

When and why to contact CASPA

Contact CASPA customer service for four high-priority reasons: (1) login or authentication problems that block application submission, (2) transcript or course verification discrepancies, (3) fee or payment processing errors, and (4) technical errors during file upload or program selection. Avoid contacting support for program-specific admission decisions — those are handled directly by the individual PA programs.

Key timing considerations: contact immediately if a technical issue threatens a program deadline (take screenshots, note timestamps). For transcript verification, allow the standard verification window (often several business days) but follow up if status does not change within the stated timeframe on the support portal. Acting early preserves appeal options and prevents missed interview invitations.

Contact methods and what to expect

CASPA support is most reliably reached through their official online help center and ticketing form on https://caspaapplication.org; that method creates a logged ticket with a case number. Telephone support may be available for urgent matters, but phone lines are often busiest during peak weeks and may require a case creation first. Social channels and program forums are useful for general guidance but never substitute official case documentation.

• Online help form: Create a ticket and attach screenshots or PDFs. Include your CASPA ID, full name, and date of birth in every message to speed validation.
• Phone support: Use only for urgent, time-sensitive issues after creating an online case. When calling, cite the ticket number and request escalation if you are within 48 hours of a deadline.
• Email: If provided by CASPA, use the official support email and include the ticket ID in the subject line. Avoid sending multiple duplicate emails — they fragment case history.

Preparing to contact support — documents and data to have ready

Preparation reduces back-and-forth and shortens resolution time. Before opening a ticket, gather: your CASPA applicant ID, the exact URL or page where the error occurred, screenshots with visible timestamps, the device and browser (including version), and copies of any affected documents (transcripts, payment receipts). If your issue concerns a specific PA program, have that program’s name and program code ready.

• Essential identifiers: CASPA ID, full legal name, date of birth, application cycle year (e.g., 2025 cycle).
• Technical data: browser and version, operating system, file type/size that failed to upload (e.g., PDF, under 10 MB), and exact error messages.
• Documentation: scanned receipts for payments, official transcripts with awarding institution header, and correspondence from any PA program relevant to the inquiry.

Troubleshooting common technical issues

Common technical issues include failed file uploads, session timeout errors, and password reset failures. First-line troubleshooting steps: clear browser cache, switch to an alternative modern browser (Chrome, Firefox, Safari), disable strict privacy extensions temporarily, and ensure files conform to CASPA’s size and format guidelines. Always attempt these local fixes and record results before opening a support ticket — that information shortens diagnostic time.

If a document fails verification, the most frequent causes are mismatched names/identifiers, unofficial transcripts, or transcripts sent from a third party instead of directly from the issuing institution. When verification stalls, request your issuing registrar to send an official transcript directly using the CASPA transcript submission guidance on the CASPA website. Keep copies of your transcript request confirmations for timeline proof.

Escalation, documentation, and best-practice follow-up

If a case is not resolved within the timeframe stated in the support acknowledgement, escalate by replying to the existing ticket and explicitly requesting supervisory review; reference the ticket ID and include a concise timeline of events and impacts (e.g., “program deadline in 48 hours”). Maintain a chronological log of all communications (date, time, staff name if available, and summary) — that log is essential for appeals or when program admissions offices request proof of timely submission.

At all times, direct program-specific questions (interview scheduling, prerequisite interpretations, admissions decisions) to the program’s admissions office and retain CASPA documentation showing your submission date/time. Use CASPA’s official pages for the most current operational hours, holiday closures, and system maintenance announcements: https://caspaapplication.org.

Where did CASPA go?

In 2011, CASPA moved from the PA AdMIT admissions software to WebADMIT, a web-based admissions application that allows schools to receive and review applications online rather than receiving them by mail.

How do I contact CASPA customer service?

CASPA customer support is available to applicants by email or by phone Monday-Friday from 9am-5pm ET at [email protected] or 617.612. 2080.
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What time does CASPA close?

Hours of operation: Monday – Friday, 9 AM – 5 PM ET.

How long does CASPA take to verify transcripts?

four weeks
Expect verification time to take up to four weeks.
Your application is considered complete when you have submitted it and all transcripts, payment, and at least two letters of recommendation have been received by CASPA.

Is CASPA open right now?

The 2023-2024 CASPA application cycle opens on April 27, 2023, and closes on April 1, 2024. Applicants who apply during this timeline will be considered for the January – December 2024 or January 2025 entering class of PA students, unless in the case of deferrals, which are determined by each program.

Does CASPA lower your GPA?

For example, if you received a “F” in a course, then retook it and received an “A,” your college may have replaced the “F” with an “A.” However, on your CASPA application, both the “F” and “A” will be calculated into your cumulative GPA. The result will be a lower GPA than reported on your college transcript.