On May 17, 2017 FBI NICS announced the following for firearms retailers:
In calendar year 2016, the FBI Criminal Justice Information Services Division’s National Instant Criminal Background Check System (NICS) Section experienced the highest volume of background checks of any previous year in the history of the NICS. The NICS Section embarked upon unprecedented tactics to ensure Federal Firearms Licensees (FFL) were provided the firearms background check service. One of these measures was the difficult decision to disable the NICS Customer Service telephone line so those NICS support personnel could be redirected to assist with the background check process.
The NICS Section is pleased to announce that beginning May 17, 2017, the NICS Customer Service telephone line (1-877-324-6427) will be available Monday through Thursday (excluding holidays) from 12 pm ET – 5 pm ET. The NICS Section also offers assistance through the NICS FFL Web site, which may be accessed 24 hours a day/7 days a week. The “Assistance with NICS Processing” section of the Web site contains a link titled, “NEW: Ask the FBI NICS for Assistance” which is utilized to request assistance.
The Customer Service telephone line is to serve our FFL customers. Due to privacy issues, the NICS Section cannot support inquiries from firearm customers having questions regarding their delay, denial, or appeal. Since the NICS Section cannot assist with these types of inquiries, please do not provide the Customer Service telephone number to your customers. The NICS Resolution Cards can be provided to customers who have been delayed or denied. The NICS Resolution Cards can be ordered by visiting the NICS FFL Web site. In addition, the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF) related questions should be directed to your local ATF office.
Please be aware that customer service calls will be redirected to our Customer Service Web site during times of high transaction volume.
Questions or Concerns:
NICS Customer Service
Time: 12:00 p.m. – 5:00 p.m.
Time Zone: Eastern
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