Technical Difficulties and Test Center Closings

Technical Difficulties

In the uncommon event that a candidate’s computer freezes momentarily during the exam, the exam timer will also freeze so that the candidate will not lose exam time or completed questions. If the computer freezes for a significant period, or if you experience any other technical difficulties, it is critical that you notify a test center administrator immediately for the purposes of both trouble-shooting and documentation.

On the rare occasion that the administrator is unable to resolve the technical issue,  register a complaint with Prometric. You will receive a reference number for the complaint, and a response within 48 business hours. If the issue can be resolved on a call, please proceed to call the   Prometric Customer Service Center.

Test Center Closings

When a test center is closed due to weather-related issues or events outside of the test administrator’s control, you will be contacted by the Prometric Candidate Care Team within 48-72 hours via recorded phone message and/or email. For this reason, it is very important that you provide an accurate email address and verify that your phone number is correct when scheduling an exam appointment online.

Prometric may automatically schedule a new appointment. Please pay special attention to the new appointment location, as it is subject to change from your original appointment.

Please call Prometric Customer Service Center and inquire about rescheduling if:

  • the test center is closed and you are not contacted by the Prometric Candidate Care Team within 48-72 hours via recorded phone message and/or email.
  • the new appointment date, new time or new location is inconvenient.

The $70 rescheduling fee is waived for above circumstances.

If you need further assistance, please email Monika Filar at the SOA as soon as possible.