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Q. Why was my exam canceled?

A. We have been actively monitoring the spread of COVID-19 (coronavirus) and implementing measures to help protect your health and safety. At this time, we believe that the appropriate action is to close test delivery at Pearson VUE-owned test centers across the United States and Canada through April 15 to do our part to slow the pandemic and keep our employees and candidates safe. Please be aware we may have to extend this date if it is not yet safe to resume testing.

Pearson VUE Authorized Test Centers have been directed to follow guidance from local governments and health authorities. Social distancing guidelines suggest two meters/6 feet of space between individuals. Test centers may need to limit workstation availability to ensure that a safe distance can be maintained between candidates. 

Q. My exam was canceled, but my friend’s exam wasn’t. Why is that?

A. Starting March 17, Pearson VUE-owned test centers have temporarily suspended testing in the United States and Canada. Outside the U.S. and Canada, test centers have been closed on a case-by-case basis in accordance with local government guidelines.

For Pearson VUE-owned test centers outside the U.S. and Canada that remain open, we have implemented additional health and safety practices as well as social distancing guidelines, which suggest two meters/6 feet of space between individuals. Test centers may need to limit workstation availability to ensure that a safe distance can be maintained between candidates. 

Pearson VUE Authorized Test Centers have been directed to follow guidance from local governments and health authorities. Social distancing guidelines suggest two meters/6 feet of space between individuals. Test centers may need to limit workstation availability to ensure that a safe distance can be maintained between candidates. 

Q. Will I get a refund if my exam is canceled?

A. If your exam payment was processed through Pearson VUE, you will receive a full refund, regardless of cancellation window.

Candidates whose exam payment was processed through their exam sponsor will either receive a refund or an extension as determined by exam sponsor.

Q. When can I reschedule my exam or schedule a new exam appointment?

A. Our Pearson-owned test centers (Pearson Professional Centers) in the United States and Canada are currently scheduled to open for testing again beginning April 16, 2020, or whenever conditions are safe based on guidance from local authorities.

You may try to reschedule your exam online for exam appointments on April 16 and beyond. You may find that there is less availability than usual. Please note that only test centers that are still open will appear during the scheduling process. Tip: Try searching for alternate testing dates or for a test center slightly farther away.

Q. When will test centers reopen?

A. Pearson Professional Centers in the United States and Canada are currently scheduled to be available for testing again beginning April 16, 2020, or whenever conditions are safe based on guidance from local authorities. This will depend on local factors, such as COVID-19 containment, as well as the supply of sanitization products.

Q. My certification/license is expiring soon and/or I need this test for admission to university. What should I do? 

A. We understand how important your exam is. If you are unable to find appointment availability at a test center close to you, we encourage you to reach out to your university or exam sponsor about next steps for your program. Please keep the exam cancellation email you received from Pearson VUE.

Q. How can I be assured that my test center has been properly sanitized?

A. We implemented a strict cleaning regimen at all company-owned Pearson Professional Centers. This includes providing hand sanitizer to candidates upon entering the test center and sanitizing the surface and equipment of each workstation after the end of every appointment. Any equipment used during the check-in process is also sanitized after every use as well as lockers and locker keys. We strongly encourage third-party test centers to implement the same processes.

Q. How can I find the latest information?

A. Please visit our COVID-19 web page, regularly for updates.

Q. How do I find the homepage for my exam program?

A. From the test-taker homepage, use the search bar to type your program name or acronym or select the name from the alphabetical list.

Friendly tip: You should search for the name of the testing organization who develops and owns the exam you’re taking. For example, if you’re taking the exam to become an Emergency Medical Technician (EMT), the testing organization is the National Registry of Emergency Medical Technicians^® (NREMT). Search for NREMT to get started!

Q. How do I contact Pearson VUE customer service?

A. First, visit your exam program’s homepage to find answers to FAQs about your exam program. If you still have questions, you can find the contact details for your dedicated customer service team on your homepage.

Q. What happens if my test center closes?

A. If you are impacted by a test center closure, you will receive an email with information on how to reschedule your exam.

Friendly tip: Be sure to keep your email address up to date in your account profile and don’t forget to list us as an approved sender!

Q. I have an issue on test day. What should I do?

A. Please inform the test administrator as soon as the issue occurs. A case will be filed, with most cases investigated and resolved within 3-5 business days.

Q. I have more questions!

A. We have dedicated customer service teams available to help you throughout your testing experience. Visit your exam program's homepage for answers to FAQs specific to your exam.

Q. How do I create a Pearson VUE account?

A. Visit your exam program’s homepage, click ‘Create account’ and complete the required fields. Once your account is created, you’ll be able to schedule your exam.

Q. How do I update personal information?

A. Visit your exam program’s homepage and sign in. Click ‘My Profile' under the ‘My Account' menu. You will see the ‘Edit' option to the right of any fields you can update.

If you are unable to update a field, please contact the customer service team listed on your exam program’s homepage to do so.

Q. Can I merge multiple accounts?

A. Yes, please contact your program-specific customer service team to merge your accounts.

Q. How do I schedule an exam?

A. You can do this online! Visit your exam program’s homepage and sign in to select the exam you’d like to schedule.

Friendly tip: You can select up to three test centers to compare appointment availability.

Q. How do I reschedule or cancel an exam online?

A. Visit your exam program’s homepage and sign in. Select the exam you’d like to reschedule or cancel from ‘Upcoming Appointments.’ You will receive an email confirming any changes to your appointment. Don’t forget to click ‘Confirm Reschedule’ on the final screen to ensure your changes have been saved.

Friendly tip: Refer to your original appointment confirmation email to see whether there are any fees or deadlines for rescheduling or canceling your exam.

Q. My exam requires authorization. How long is the authorization period?

A. These vary per testing program. You should receive an email or letter with authorization details. Don’t worry: our website will prevent you from scheduling outside of your eligibility window.

Q. My exam is not available at my preferred testing location. What should I do?

A. Test centers vary in terms of the days and times they’re open and the exams they deliver. If your exam is not available at your preferred test center or date/time, please try an alternative date or search for other test centers.

Friendly tip: You can select up to three test centers to compare appointment availability.

Q. I lost my payment receipt. Can I get another one?

A. Visit your exam program’s homepage and sign in. Select ‘My Receipts’ to see your purchase history.

For security reasons, we can only send receipts or exam confirmation to the candidate (not third parties).

Q. What payment methods are available?

A. You can use Visa, American Express, or MasterCard debit or credit cards. Candidates testing within some sanctioned countries will need to contact the test center directly to inquire about other methods of payment.

Note: We are not able to collect payment via chat or email for security reasons.

Q. How do I use my voucher or promotional code?

A. On the payment screen, you will see the option to enter your code. If you’re booking your exam by phone, please tell the agent that you have a voucher to use.

Q. I can’t see the ‘Begin Exam’ button. What do I do?

A. Start your test within the exam window precisely 30 minutes before and up to 15 minutes after the specific appointment time. If you are unable to see the ‘Begin Exam’ button within the exam window, please contact your program-specific customer service team.

Q. My exam has started. Where is my proctor?

A. Following successful self check-in, you should be on a page that says ‘You are ready for launch!’ Please be patient: the majority of candidates are greeted by their proctor within ten minutes. If you are not contacted by a proctor after ten minutes, please contact your program-specific customer service team.

Q. I’m receiving an error message. What should I do?

A. Please read the system requirements for online proctoring (on your exam program’s homepage) very carefully before registering and complete a system check before test day. Contact your program-specific customer service team to troubleshoot any questions and reduce the likelihood of errors on test day.

If, on test day, you are receiving an error message, please contact your program-specific customer service team for support. You can submit a web form (email) about your issue online 24/7.

Q. I have more questions about online proctoring!

A. We have dedicated customer service teams available to help you throughout your testing experience. Visit your exam program’s homepage for answers to FAQs specific to your exam.