CastleBranch Customer Service Number — Expert Guide

Overview: what the CastleBranch customer service line handles

CastleBranch is a widely used vendor for background checks, clinical compliance, immunization tracking, drug testing, and credential verification for colleges, nursing programs, healthcare employers, and government contractors. Many students and employees contact CastleBranch when they receive a package assignment (for example: clinical compliance packages, background checks, or immunization portals) and need help with account login, payment, documentation upload, or result interpretation.

Because CastleBranch integrates into school and employer workflows, the customer service line is often the first and fastest route to resolving issues such as missing immunization records, failed identity verification, or payment and refund questions. The central website for company information and self-help resources is https://www.castlebranch.com and the support portal is at https://support.castlebranch.com.

Primary customer service number and how to verify it

CastleBranch publishes a toll-free support number widely used by students and applicants: 1-888-723-4263. Before calling, confirm the number shown on your specific order confirmation email or on the support page of CastleBranch’s official website; institutions sometimes provide different phone lines or extensions for institutional accounts and account managers.

When you call 1-888-723-4263, expect an IVR (interactive voice response) menu that routes callers to technical support, billing/payments, or institutional account teams. If your issue relates directly to a school or employer package, have the package code or institution name ready so the agent can route you to the correct workflow or team without transferring multiple times.

What to prepare before you call (documents and data)

Preparing key items will reduce hold time and accelerate resolution. Have the following information available because support agents will ask for them to authenticate your account and locate your order:

• CBID or Order ID — the alphanumeric order number shown on your CastleBranch receipt or portal dashboard.
• Full legal name, date of birth, and the last four digits of your Social Security number (if your order required identity verification).
• Payment method details or the last four digits of the card used (for billing and refund inquiries), and the date of payment.
• Specific document filenames and upload dates if the problem concerns a document not appearing in your portal.

For student clinical compliance, also have your assigned package name (for example, “Clinical Compliance Package” or a school-specific package code) and the clinical rotation start date; agents use that to prioritize escalations when a deadline is imminent.

Alternative contact methods and escalation paths

If you cannot reach an agent by phone or prefer written records, CastleBranch maintains a ticketed support portal at support.castlebranch.com where you can submit an inquiry and attach screenshots or error messages. Email options are sometimes provided on institution-specific pages; if you received instructions from your school, follow their contact link for faster institution-specific resolution.

For employer or administrative customers, CastleBranch provides dedicated account managers and an employer support line accessible through the employer portal. If a standard support agent cannot resolve a billing dispute, missing results, or urgent clearance issue, request escalation to an account manager — escalation typically triggers a 24–72 hour SLA depending on the issue severity and contractual terms.

Typical response times, fees, and pricing expectations

Response times vary: standard phone wait times are often 5–20 minutes during business hours, and email/ticket responses commonly arrive within 24–48 hours on weekdays. Urgent escalations tied to clinical start dates may get same-day handling if you provide clear proof of the deadline and your package code.

CastleBranch pricing is set by package and institution. Typical background check packages range from about $40 to $120, drug screens $30–$60, immunization tracking/verification $10–$40, and combined clinical compliance packages commonly fall between $60 and $180. Final prices and any institutional fees are presented during checkout — always review the cart thoroughly before submitting payment.

Practical tips to resolve common issues fast

If your document upload fails, clear your browser cache, try an alternate browser (Chrome or Edge), and ensure file size and type match CastleBranch requirements (common limits: JPEG, PNG, PDF; often under 10 MB). If identity verification fails, confirm that your name and DOB match the government-issued ID exactly, including punctuation and middle initials.

For payment disputes, request a transaction reference number and ask support to provide the timestamp and merchant descriptor that appears on your credit card statement; this expedites bank refunds and chargeback investigations. For clinical clearance delays, always copy your institution’s clinical coordinator on support tickets — institutions can request priority handling from CastleBranch when patient care rotations are at risk.