AFAA customer service helps prospective and existing fitness professionals with certification programs, course access, account login, examinations, continuing education, recertification, payments, refunds and credential questions. The Athletics and Fitness Association of America operates as a division of the National Academy of Sports Medicine.

AFAA Customer Service Contact Information

AFAA customer service phone number: 1-800-446-2322
Program Advisors for new students: Choose option 1
Member Services for existing students: Choose option 2
Member Services email: customerservice@afaa.com
Hours displayed by AFAA: Monday-Friday, 6 a.m.-6 p.m.; Saturday-Sunday, 8 a.m.-5 p.m. Pacific Time
Official contact page: Contact AFAA
Student account: NASM/AFAA Customer Portal
Support center: NASM/AFAA Support
Mailing address: AFAA Headquarters, 355 East Germann Road, Building 6, Gilbert, AZ 85297

Official website: AFAA.com

Choose the Correct AFAA Support Route

Choosing or purchasing a program: Call 1-800-446-2322 and select option 1 for a Program Advisor.
Existing student account, course or billing help: Select option 2 for Member Services.
Exam scheduling or retesting: Review the official exam instructions and contact Member Services when necessary.

Login or course-access problem: Sign in through the NASM/AFAA Customer Portal or email Member Services.
Recertification or CEU question: Use the recertification area of the Customer Portal.
Refund or payment-plan question: Contact Member Services promptly and review the current NASM/AFAA terms.

Important AFAA Refund and Payment Warning

NASM/AFAA’s current terms state that most eligible U.S. purchases become final seven days after purchase. A refund request must be made through Member Services within that period. Attempting the associated final test, exam or proctored exam can make the purchase ineligible for a refund.

Eligible refunds are generally subject to a 10% administration fee, while specified charges—including recertification, retest, extension, petition, shipping and late fees—are nonrefundable. Subscription purchases are also listed as nonrefundable.

Stopping a course or discontinuing use of an account does not automatically cancel an installment-payment obligation. Review the current NASM/AFAA terms and conditions and contact Member Services immediately if you want to request a cancellation or refund.

AFAA and NASM

AFAA stands for the Athletics and Fitness Association of America. Its courses, certifications, customer accounts and support services are administered with the National Academy of Sports Medicine. This is why AFAA students sign in through a NASM-hosted Customer Portal and may encounter NASM branding in support articles, examination tools and payment records.

AFAA offers fitness education and credentials including its Certified Group Fitness Instructor program, continuing-education courses, indoor cycling instruction and other fitness specializations. Program availability, included materials, examination rules and prices can change, so review the exact package before purchasing.

AFAA Account Login and Course Access

Students can access purchased courses, examinations, payment information, certificates and recertification tools through the NASM/AFAA Customer Portal.

If you cannot sign in:

Confirm that you are using the email address connected to your AFAA purchase.
Use the password-reset option instead of creating a second account.
Check spam or junk folders for password-reset and account-verification messages.

Try a current browser and temporarily disable extensions that may interfere with the portal.
Contact Member Services if your course, exam or credential is missing after login.

When requesting assistance, provide the email address on the account, course name, approximate purchase date and a screenshot of the error. Do not send your password or full payment-card number.

AFAA Group Fitness Instructor Exams

AFAA distinguishes between its proctored Certified Group Fitness Instructor examination and an older non-proctored Group Fitness Instructor certificate examination. The examination available to a student depends on the original enrollment.

AFAA Certified Group Fitness Instructor

The AFAA-CGFI is the current NCCA-accredited group fitness certification. Its examination is proctored, closed-book and may be administered online or at an approved testing location. Candidates should read the current candidate handbook and confirm identification, CPR/AED, scheduling and testing requirements before the examination date.

Legacy AFAA GFI Certificate

The non-proctored, open-book AFAA GFI certificate examination may remain available to eligible students who purchased it before March 29, 2024. Current NASM/AFAA terms state that this pathway is no longer offered to new purchasers after that date.

Use the official AFAA exam information page to confirm which examination appears in your account, how it is administered and which rules apply.

AFAA Exam Scheduling, Retesting and Technical Problems

The proctored AFAA-CGFI examination is scheduled from the Proctored Exams section of the Customer Portal. Students are then directed to the testing provider to select an available appointment.

Before scheduling or rescheduling, confirm:

Your candidate or student identification information
The expiration date of your examination enrollment
Whether you are testing online or at a testing center

Computer, webcam, microphone and internet requirements
Identification and CPR/AED documentation requirements
Cancellation, rescheduling and late-arrival rules

If an exam does not appear in the portal, a test session is interrupted or you need to purchase a retest, contact AFAA Member Services. Save screenshots, confirmation emails and the time the problem occurred.

AFAA publishes different retest rules depending on the examination and number of prior attempts. Do not purchase another course or exam until Member Services confirms the correct option for your account.

AFAA Certification and Accreditation

The proctored AFAA Certified Group Fitness Instructor certification is accredited by the National Commission for Certifying Agencies. Accreditation applies to the specific AFAA-CGFI certification program and should not be assumed to cover every AFAA course, specialization or certificate.

Students evaluating a program should ask a prospective employer which credential it accepts before enrolling. Some gyms, insurers or employers may require an accredited certification, current CPR/AED credentials or additional education.

Current accreditation information is available on the official NASM and AFAA accreditation page.

AFAA Recertification and CEUs

AFAA-CGFI credentials generally require renewal every two years. Current renewal requirements include completing 1.5 approved continuing-education units, maintaining current CPR/AED credentials, submitting the renewal application and paying applicable fees.

To begin:

Sign in to the NASM/AFAA Customer Portal.
Select Credentials and then Recertification.
Choose Manage Renewal beside the credential.
Review the CEUs already recorded in the portal.
Upload qualifying outside-course documentation if required.
Submit the application and applicable fees before the deadline.

Courses completed directly through NASM or AFAA should normally populate in the recertification portal. If a completed course is missing, contact Member Services before submitting the application.

Outside courses may need to come from an approved provider or be submitted for review through the petition process. Review the current AFAA recertification instructions before purchasing a course solely for CEU credit.

AFAA Refunds, Payment Plans and Billing Complaints

Billing complaints may involve an installment plan, an unexpected charge, a refund request, a course extension, a retest fee or confusion about what a program package includes.

Before contacting AFAA, gather:

Order number and purchase date
Program or course name
Amount charged and payment method
Installment agreement, if applicable
Promotional offer or sales representation involved
Copies of emails, receipts and previous support messages
The exact resolution requested

Ask Member Services to explain whether the charge is part of the product price, a payment plan, a subscription or a separately listed fee. Request written confirmation of any cancellation, refund, credit or account adjustment.

How to Escalate an AFAA Complaint

Call 1-800-446-2322 and select option 2 for Member Services.
Email customerservice@afaa.com with a concise explanation and supporting documentation.
Request a case or reference number and record the date of each contact attempt.
If the first representative cannot resolve the matter, ask for supervisor review.

For an examination decision, use the appeal process provided on AFAA’s official exam page or candidate handbook.
For an unresolved written complaint, mail copies—not originals—of relevant records to AFAA Headquarters, 355 East Germann Road, Building 6, Gilbert, AZ 85297.

Do not include passwords, full card numbers, government identification numbers or confidential medical information in an ordinary email or public review.

Verify an AFAA Credential

Employers and members of the public can use the official NASM/AFAA credential-validation tool to check a fitness professional’s credential status.

If a recently earned or renewed credential does not appear correctly, the credential holder should contact Member Services with their account information and completion records.

AFAA Customer Reviews and Complaints

CustomerServiceNumbers.com currently displays one AFAA review. The three-star review was submitted in 2015 by a longtime AFAA-certified instructor who reported difficulty obtaining callbacks and timely responses to emails.

This is one historical review and is not sufficient to establish a current customer-service pattern. Students and fitness professionals can help others by sharing recent experiences involving:

Member Services response times
Course and portal access
Exam scheduling or technical support
Certification and certificate delivery
CEU submission and recertification
Payment plans, refunds or billing disputes
Complaint escalation and final resolution

AFAA Customer Service FAQ

What is the AFAA customer service phone number?

AFAA customer service can be reached at 1-800-446-2322. Prospective students should select option 1, while existing students should select option 2 for Member Services.

What is the AFAA customer service email?

Existing students can email customerservice@afaa.com.

How do I log in to my AFAA account?

Use the NASM/AFAA Customer Portal. AFAA accounts and courses are managed through this NASM-hosted portal.

Is AFAA part of NASM?

Yes. AFAA operates as a division of the National Academy of Sports Medicine, and the two organizations share customer accounts, support resources and administrative systems.

Is the AFAA certification accredited?

The proctored AFAA Certified Group Fitness Instructor certification is NCCA-accredited. Accreditation should not be assumed to apply to every AFAA course, specialization or certificate.

How often does AFAA certification need to be renewed?

The AFAA-CGFI credential generally requires renewal every two years, including 1.5 approved CEUs, current CPR/AED credentials, an application and applicable fees.

Can I get a refund from AFAA?

Current NASM/AFAA terms provide a seven-day refund period for many eligible direct U.S. purchases. Restrictions, administration fees and nonrefundable charges apply, and attempting the associated examination can eliminate refund eligibility. Contact Member Services immediately and review the current terms.

Where is AFAA headquartered?

AFAA lists its mailing address as 355 East Germann Road, Building 6, Gilbert, Arizona 85297.

Related Fitness Customer Service Guides

AFAA Customer Service Disclaimer

CustomerServiceNumbers.com is an independent consumer-information and review website. It is not affiliated with AFAA, NASM or their testing and education partners. Certification requirements, examination rules, course access, support hours, addresses, accreditation, refund policies, fees and recertification requirements can change. Confirm important information through AFAA’s official website, Customer Portal, candidate handbook or Member Services before purchasing a program, scheduling an examination or submitting a renewal.

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AFAA Customer Service, Certification, Exams and Reviews