If you encounter a technical issue that prevents you from starting your exam, your appointment will be cancelled, and you will be able to register for and take the exam at another time.
If there is a technical issue after you have started the exam, you can bring it to the attention of the proctor by raising your hand or starting a chat session from the exam window. The proctor will attempt to assist you promptly. If your technical issue cannot be resolved, or you are unable to proceed with your exam, your session will be ended. In this situation, you may be allowed to register and take the exam again at no additional cost.
In either case above, you will be provided a case number within 72 hours via email. Your case will go under review, if approved we will contact you with details of your exam cancellation/refund and approval to register for another exam. Case reviews generally take 3 to 5 business days but may take longer on occasion and depending on the nature of the issue.
If you have questions or concerns about your case, please contact Customer Service and include your case number.
Please note that we reserve the right to verify and approve all requests for retakes resulting from a technical issue.