NASBA Customer Service: Expert Guide for CPA Candidates and Boards

Institute overview and role

The National Association of State Boards of Accountancy (NASBA) is a nonprofit association founded in 1908 that serves as the central coordinating organization for the 55 U.S. boards of accountancy (50 states, District of Columbia, Puerto Rico, Guam, and others). NASBA’s mission includes administering centralized processes for the Uniform CPA Examination, credential evaluations for international candidates, score transfer processing, and acting as a technical resource to state boards on licensing and disciplinary matters.

For practical purposes, NASBA is the operational gateway between candidates, state boards, the AICPA, and Prometric testing centers. Understanding NASBA customer service processes—how to submit documents, expected processing times, fees, and escalation routes—reduces delays and materially improves the chance of timely test scheduling and licensure.

Primary contact information and hours

NASBA’s headquarters and main contact point are useful for mailed documents or formal correspondence. The corporate address is 150 Fourth Avenue North, Suite 700, Nashville, TN 37219. The official website is www.nasba.org, which hosts online forms, state-specific procedures, and candidate portals. The central phone number for general inquiries is (615) 880-4200; use the website’s contact directory to route to candidate services, international evaluations, or board relations.

Most customer-service functions are business-day driven. Expect phone and email support to operate primarily Monday through Friday; response times and weekday coverage commonly reflect U.S. Central Time business hours. For time-sensitive matters (NTS issuance, score inquiries, appeals), always record the date and reference number of any submission or call for follow-up.

Key NASBA customer service functions

NASBA performs several high-value, candidate-facing functions: processing applications forwarded by state boards and issuing the Notice to Schedule (NTS) for the CPA Exam; receiving and evaluating international education credentials; facilitating score transfers when a candidate switches jurisdictions; and maintaining records for continuing professional education (CPE) services. NASBA also consolidates and transmits exam scoring data between Prometric (test delivery) and the AICPA (scoring standard).

Each function has distinct submission requirements, supporting documents, and timelines. For example, NTS issuance commonly occurs only after a candidate’s state board confirms eligibility; NASBA then generates the NTS that allows scheduling with Prometric. International credential evaluation reports typically include course-by-course details and may take 4–8 weeks depending on documentation completeness and the country of origin.

Practical timelines, fees, and expectations

Processing times are variable because state boards set application rules. Typical ranges to expect: state application review 2–6 weeks; NASBA processing of approved files and NTS issuance 1–10 business days; international credential evaluations 4–8 weeks. If documents are incomplete or require verification from third parties (transcripts, notarizations, apostilles), add several weeks. Historically, NASBA and state boards experience peak volumes in late spring and fall; expect a 25–40% slower turnaround during those peak months.

Fee structures are split between state application fees and exam fees. State application fees commonly range from $50 to $250 depending on the board; CPA Exam section fees to Prometric/AICPA typically range $200–$300 per section (amounts vary annually and by candidate location). Refund and transfer policies are governed by the state board and NASBA’s published rules—refunds on exam sections are rare after scheduling; fee credits or transfers may carry administrative costs of $25–$100.

How to contact efficiently and what to prepare

Effective contact reduces back-and-forth and expedites resolution. Before calling or emailing NASBA candidate services, prepare a single PDF package containing: a copy of your government ID, transcripts (sealed if required), the state board application confirmation, proof of payment receipts, and any previously issued NASBA reference numbers (application ID, candidate ID). Include a brief cover note with your full name as it appears on ID, NASBA candidate ID (if known), and the specific request (NTS status, score inquiry, document verification).

• Documents to have ready: government-issued ID, state application number, official transcripts, payment receipts, prior correspondence (dates & reference numbers).
• Best channels: use the online candidate portal for submission of documents when available; use phone only for urgent escalations; use email ticketing for non-urgent documentation so there is an electronic trail.

When you call, request a callback number and the representative’s name. If escalation is required, ask for a case or ticket number and the appropriate manager or department (e.g., International Evaluation Services, Candidate Services, Board Relations). Escalations should be limited to unresolved issues after one full business-week wait following initial submission.

Common problems, resolutions, and escalation paths

Frequent issues include NTS delays, incomplete transcript evaluations, score-report discrepancies, and international document authentication. Typical remedies: supply certified or apostilled transcripts for foreign institutions; request a re-evaluation with explicit course mapping for education deficiencies; use NASBA’s formal appeal or reissue process if a score transmission error is suspected. Keep copies of all submissions and track dates; most disputes are resolved within 15–30 business days once complete evidence is available.

If you cannot obtain resolution through standard customer service, escalate to NASBA Board Relations or the executive liaison for candidate services and copy your state board contact. For urgent licensure or disciplinary matters, contact the state board directly in parallel—NASBA is a facilitator, but the final licensing authority is the state board.

Resources and final recommendations

Primary resource links and points: NASBA main site (www.nasba.org) for forms and state-specific instructions; state board websites (listed on NASBA) for application rules; Prometric (prometric.com) for scheduling; AICPA (www.aicpa.org) for exam content and scoring policies. Always verify fee amounts and deadlines on the current year candidate bulletin—the AICPA and NASBA update fees and policies annually.

In practice, plan documentation and timing conservatively: submit applications at least 8–12 weeks before your intended exam date, confirm receipt within 10 business days, and allow for potential re-submissions. Meticulous preparation, clear documentation, and using NASBA’s online submission channels produce the fastest, most reliable outcomes when interacting with NASBA customer service.

How long does the NASBA evaluation take?

two to six weeks
Application processing and credential evaluation for first-time candidates will take an average of two to six weeks, provided the candidate has submitted complete and correct documentation. Application processing for reexamination candidates takes approximately 24-48 hours.

How do I contact NASBA CPA?

If you do not receive your NTS, call a NASBA Candidate Service Associate at 1-866-MY-NASBA or [email protected]. You will not be able to schedule an Exam appointment or take the Exam without a valid NTS.

Does NASBA issue refunds?

NASBA will issue refunds to candidates who canceled test sections by contacting them at [email protected]. They will not be able to issue a refund after a section was taken, if the candidate was a no-show, or if the NTS expired.

When should I talk to a CPA?

You can meet with a CPA during tax time if you have a complex tax situation, but you can also consult one before starting a business or when you have a complex financial decision to make.

What is the phone number for the NASBA registry?

If you have any questions, please contact us here, 1-866-627-2286 or click the button below.

How do I reset my NASBA password?

Enter the username and e-mail address associated with your account, then click Continue. We’ll email you a link to a page where you can easily create a new password.