| Information |
Why it matters |
| ANA account email |
Locates the account and order history |
| Membership number |
Needed for member billing and preference changes |
| Certification number |
Needed for ANCC certification records |
| Application or renewal ID |
Connects the case to a certification submission |
| Order number |
Locates online education, publication, event, or product purchases |
| Charge date and amount |
Required for billing review |
| Payment method descriptor |
Helps identify ANA, ANCC, course, event, or donation charges |
| Cancellation request date |
Key for monthly dues processing |
| Written withdrawal request |
Required for ANCC withdrawal review |
| Testing window |
Determines whether an ANCC withdrawal may still be eligible |
| Course completion status |
Affects online education refund review |
| Event opening date |
Determines live event cancellation timing |
| Support thread |
Shows the current decision and next step |
For membership billing, include the scheduled billing date and cancellation request date. For certification issues, include the certification type, application status, and whether an exam has been taken.
Membership Billing and Cancellation Complaints
ANA's FAQ says monthly payers may cancel membership by phone through Customer Care at 1-800-284-2378, in writing by mail to Membership Billing at 8403 Colesville Road, Suite 500, Silver Spring, MD 20910, or online through NursingWorld.org by logging in and using My Account.
The FAQ also says cancellation requests are processed within approximately 7 business days from receipt, cancellations are effective based on the processing date rather than the postmark date, and requests received close to the scheduled billing date may not stop the next payment.
Use this table:
| Membership issue |
What to ask |
| Need to stop monthly dues |
Ask for cancellation confirmation and final billing status |
| Charged after requesting cancellation |
Ask Customer Care to review the processing date and later charge |
| Annual dues refund request |
Ask for a written decision; ANA's FAQ says annual membership dues are not refundable |
| Marketing mail or email preference |
Contact memberinfo@ana.org or Customer Care |
| Tax-related dues question |
Ask Customer Care for ANA portion details and the state association for state dues details |
| State association dues issue |
Contact the relevant Constituent or State Nurses Association if the issue is state-specific |
If the complaint is about a charge after cancellation, do not rely on the mailing date alone. ANA says refund eligibility for monthly dues is determined based on cancellation processing date, so the complaint should include the receipt date, processing date if known, and the billing date.
ANCC Certification and Renewal Complaints
ANCC certification complaints often involve applications, renewal submissions, exam authorization, name changes, withdrawal requests, testing windows, or eligibility questions. Use ANCC routes rather than general ANA membership routes when the problem concerns certification.
ANCC's withdrawal policy says candidates may withdraw an initial certification application or a certification renewal application. For an initial certification application, ANCC must receive the written withdrawal request before the candidate has taken the examination and before the end of the testing window for the candidate to receive a refund less the administrative fee. For renewal, ANCC must receive the written withdrawal request before the renewal is issued; if the candidate is taking an exam for renewal, the request must be received before the exam and before the testing window ends.
For certification complaints, include:
- certification type
- application or renewal ID
- certification number if already assigned
- exam status
- testing window dates
- written withdrawal request date
- receipt or payment confirmation
- name-change documents if relevant
- prior messages from ANCC
For name changes, ANA's contact page says requests must be submitted in writing and include the original name and address, certification or membership number, new full legal name, a marriage certificate or court order, state-issued photo ID with either old or new name, and verification of current contact information.
Online Education, CE, Webinar, and Event Complaints
ANA's website transaction terms say additional terms may apply to specific purchases, products, subscriptions, modules, courses, and educational materials. For online education and event complaints, the transaction terms and the product description matter more than a general membership policy.
The transaction terms state that online educational offerings are not refundable if the enrollee opens and completes pre-tests, module content, or post-tests. Refund requests for extenuating circumstances are handled case by case when a detailed request is emailed to ANA-helpdesk@d2l.com.
For live events, the terms state that cancellation requests received 14 or more days before the interactive workshop course opens receive a full registration fee refund minus a $50 processing fee. Requests received within 13 days of the opening date are not refunded. All cancellation requests must be emailed to ANA-helpdesk@d2l.com.
Use this table:
| Purchase type |
Complaint focus |
| Online course |
Course name, order number, login email, completion status |
| Webinar |
Access window, registration email, receipt, technical issue |
| Live event |
Event name, opening date, cancellation request date |
| Publication or product |
Order number, delivery status, item description |
| Digital item |
Access link, login email, browser, error screenshot |
| Multiple-license order |
Purchaser, licensed users, license count, access issue |
If an online course failed technically, describe whether the issue blocked access before completion. That matters because the refund policy treats completed course activity differently.
Account Access, Orders, and Profile Corrections
ANA Enterprise purchases may involve a NursingWorld.org account, My Account, online education login, event registration platform, ANCC record, or state association record. A support request should identify the account system that is failing.
For account complaints, include:
| Problem |
Evidence |
| Cannot log in |
Account email, reset attempt, screenshot, browser |
| Membership not showing |
Membership number, payment receipt, account email |
| Certification record missing |
Certification number, application ID, account email |
| Course not available |
Course name, order number, learning platform email |
| Event registration missing |
Event name, registration receipt, account email |
| Name or address wrong |
Current and corrected information, required documents |
| Duplicate account |
Both email addresses, membership or certification number |
Ask support to confirm which record is authoritative: ANA membership, ANCC certification, online education, event registration, or state association membership.
Privacy, Communications, and Donation Complaints
For privacy requests, use ANA's privacy route or Customer Care and include the account email, request type, and verification information. If the request relates to membership marketing preferences, the FAQ specifically points to memberinfo@ana.org or Customer Care.
For Foundation or donation issues, separate the complaint from ANA membership dues. The ANA FAQ identifies the American Nurses Foundation as the philanthropic arm of the American Nurses Association and says it is part of ANA Enterprise. Donation receipts, donor records, and Foundation programs may follow separate handling.
Common requests include:
| Request |
What to include |
| Marketing preference update |
Email, membership number, exact preference |
| Privacy access or deletion |
Account email, state, request type |
| Donation receipt issue |
Donation date, amount, donor email, receipt |
| Foundation grant communication |
Program name, email used, request details |
| Account security concern |
Account email, date noticed, suspicious change |
Save receipts and certification records before asking for deletion if an unresolved billing or credentialing complaint depends on those records.
When to Escalate Beyond ANA Enterprise
| Situation |
Escalation path |
Notes |
| Monthly dues charged after cancellation |
Customer Care follow-up, then payment issuer if appropriate |
Include processing date and later charge |
| Annual dues refund denied |
Customer Care follow-up |
ANA FAQ says annual dues are not refundable |
| ANCC withdrawal denied |
ANCC follow-up |
Include written request date, exam status, and testing window |
| Online course refund denied |
ANA-helpdesk@d2l.com follow-up |
Include completion status and technical evidence |
| Live event refund denied |
ANA-helpdesk@d2l.com follow-up |
Include whether request was at least 14 days before opening |
| Account correction unresolved |
Customer Care or relevant ANA/ANCC email |
Include membership or certification number |
| Privacy request unresolved |
ANA privacy route, then applicable privacy regulator |
Include request date and response history |
Escalation works best when it is narrow: one policy, one payment, one record, and one requested correction.
What to Say in an ANA Enterprise Complaint
Use this script:
"I need ANA Enterprise to review a complaint for account [email] / membership or certification number [number]. The issue is [membership billing, monthly cancellation, annual dues, ANCC application, certification renewal, online education, live event, account access, name change, privacy request, or donation record]. The relevant dates are [charge date, cancellation request date, processing date, testing window, event opening date, or course access date]. I have attached [receipt, cancellation request, written withdrawal request, course screenshot, event registration, identity documents, or support thread]. I am requesting [cancellation confirmation, billing review, withdrawal review, refund decision, account correction, privacy response, or written policy explanation]. Please confirm the next step in writing."
Useful follow-up questions:
- "Was my monthly membership cancellation processed before the billing date?"
- "Which date is ANA using as the effective cancellation date?"
- "Does the annual dues policy permit any refund in my situation?"
- "Was my ANCC withdrawal request received before the exam and before the end of the testing window?"
- "Did course activity or test completion affect refund eligibility?"
- "Which ANA Enterprise record controls this account correction?"
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