FAQs – Appalachian State

This FAQ provides quick answers to common support team questions.

Environment

Student Accounts Call Center
Student Accounts Staff
Students, Parents, and Authorized Users
Academic Terms: Summer 2026, Fall 2026, Spring 2027

Prerequisites

Access to the Student Accounts contact information
Knowledge of current refund processing schedules
Access to the Academic Calendar
Ability to transfer calls within the phone system

Frequently Asked Questions (FAQ)

How should the team handle calls when a caller requests a specific person?

Internal Staff Requests

If a caller specifically requests one of the following staff members, transfer the call directly to that individual:

Tony
Nicole
Kaila
Susie

Cashier Supervisor Requests

If a caller requests the Cashier Supervisor, transfer the call directly to:

Lisa

Other Department Requests

If a caller requests a staff member from another department, transfer the caller to that department's main phone line.

Student Accounts Staff Directory:

https://studentaccounts.appstate.edu/staff

When are refund checks issued for the Fall 2026 term?

We are currently processing refunds for the Fall 2026 term according to the schedule below.

Fall 2026 Refund Processing Schedule

Processing Days: Every Tuesday and Thursday
Processing Start Date: 08/17/2026

After August 17, 2026, any Summer 2026 or prior-term refunds will be processed on Mondays only.

Spring 2027 Refund Processing Transition

Spring 2027 Refund Processing Begins: 01/05/2027

After January 5, 2027, any Fall 2026 or prior-term refunds will be processed on Mondays only.

Additional Information

For complete refund policies and information, visit:

https://studentaccounts.appstate.edu/refunds

What are the official term start and end dates?

Summer 2026

Session 1

Start Date: 05/26/2026
End Date: 06/26/2026

Session 2

Start Date: 05/26/2026
End Date: 06/26/2026

Fall 2026

Start Date: 08/17/2026
End Date: 12/02/2026

Spring 2027

Start Date: 01/11/2027
End Date: 04/28/2027

Academic Calendar

Official Registrar Academic Calendar:

2027 Academic Calendar Fall 2026

2026-2027 Flight Path Academic Calendar

What happens if I call Level 2 and receive their voicemail?

If a Level 2 staff member does not answer and the call goes to voicemail:

Advise the caller to leave a detailed voicemail.
Ask the caller to include their name and contact information.
Inform the caller that someone will return their call within 24–48 business hours.

Note: Response times exclude weekends and university holidays.