Test taker frequently asked questions

The information below addresses our most common questions. If you still need help, connect with a customer service representative. We are ready to assist.

  1. Go to the Test Taker home page or click "For Test Takers" at the top of any page on this website.
  2. Under "Start here: select your programme" type your programme name or its acronym.
  3. When you get a match, click on the programme name. You will go to the landing page for your programme.

To ensure you live chat with, phone or email, the correct customer service representative, follow these steps:

  1. Go to your testing programme landing page (see FAQ #1)
  2. Click "Customer Service." You will see the correct contact information for your testing programme.

  1. Go to your testing programme landing page (see FAQ #1).
  2. Click "Create an account."
  3. Follow the step-by-step instructions. You will be asked to provide basic demographics (an email address is required), along with any other information deemed important by your programme or board.
  4. If you are asked to provide your ID number while creating an account, you may require pre-authorisation from the testing programme or board. If you do not have this information, contact the testing programme or board. A link to its website is provided on the landing page (see FAQ #1).

  1. Go to your testing programme landing page (see FAQ #1)
  2. Click "Sign In."
  3. Enter your username and password.
  4. To schedule:
    • Choose an exam.
    • Then, a location.
    • Finally, a date and time.
  5. To reschedule or cancel, look at the "Upcoming Appointments" section for instructions.
    • Some programmes charge fees for rescheduling and/or cancelling an exam. To determine if there is a fee to reschedule or cancel your exam, check your appointment confirmation email.
    • The deadline to reschedule or cancel an appointment will vary by testing programme. To determine the policy for your exam and testing programme, check your appointment confirmation email.
    • Your profile will reflect the updated appointment and you will receive an email confirming any change. If your new appointment (or change) is not reflected online, contact Customer Service (see FAQ #2) to confirm the appointment.

  1. Go to your testing programme landing page (see FAQ #1)
  2. Click "Sign In."
  3. Enter your username and password.
  4. Click on "My profile" (under the My account menu).
  5. If your programme allows you to edit your account, you will see an "Edit" option to the right of the information you wish to change.
    • For security reasons, some fields may need to be updated by Pearson VUE or by the testing programme.
    • If you are unable to update your personal information online, you will see messaging regarding who to contact to have updates made.

The normal resolution time is 3-5 business days.  The steps are:

  1. The test centre administrator will file an Incident Report.
  2. Within the 3-5 day window, you will be contacted via email or phone when the issue has been resolved.
  3. After 5 business days, if the incident has not been resolved, contact Customer Service (see FAQ #2).

We can merge duplicate accounts for most testing programmes. To request a merge:

  1. Call Customer Service (see FAQ #2). Please note that account merges cannot be done via Live Chat Support.
  2. If Pearson VUE is unable to merge your duplicate accounts, contact your respective testing programme or board.

To remove a block on your account:

  1. Contact Customer Service (see FAQ #2).
  2. Customer Service will identify needed steps based on the nature of the block.

  1. The cost of exams vary by testing programme, exam type, and sometimes region.
  2. You can find the exam fee once logged into your Pearson VUE account or on your testing programme website.

  1. If authorisation is required by your testing programme, typically you will pay your fee to the testing programme at the time of registration.
  2. If no pre-authorisation is required, you must pay the exam fee at the time of scheduling. Payment may be made with a Visa, American Express or MasterCard debit/credit card.
  3. Pre-paid vouchers may be used in place of or in conjunction with other forms of payment. Some testing candidates receive vouchers from their school or employer or, for many testing programmes, vouchers may be purchased at the Pearson VUE Voucher Store. Vouchers:
    • expire one year from the date they are issued
    • may be limited to a specific type of exam
    • are non-refundable and non-extendable
  4. Candidates testing within some sanctioned and restricted countries will be unable to submit credit card payment online or through Customer Service (see FAQ #2). If this is the case, contact the test centre directly to enquire about paying for your appointment using other methods of payment.

  1. Exam authorisations may vary in length depending on the policy of your testing programme. Most testing programmes send an email or letter notifying you of the authorisation.This communication will include the eligibility dates of your exam authorisation.
  2. The Pearson VUE website will prevent you from accidentally scheduling outside of your authorisation eligibility window.
  3. To enquire about extending or transferring your authorisation, contact your testing programme. Pearson VUE is unable to make changes to exam authorisations.

  • Many testing programmes provide a preliminary score report at the test centre immediately after your exam.
  • Some programmes choose to send your results to you directly. This can sometimes take a number of weeks to process.
  • Some testing programmes allow you to view and print additional score reports from your Pearson VUE account. Typically they are available within an hour of exam completion, but may take up to 24 hours. 
  • If online score reports are not available for your testing programme, contact Customer Service (see FAQ #2) to request a duplicate score report. Duplicate score reports are sent via email only, and take 3-5 business days. 
  • If we are unable to process your request for a duplicate score report, you will be directed to contact your testing programme or board for next steps.
  • If you are testing under a state regulated programme, there could be additional steps when requesting a duplicate score report. To learn more, check the candidate handbook located on your testing programme landing page (see FAQ #1).

From your testing programme's page, you can:

  • Schedule, reschedule, cancel an exam
  • Locate a test centre
  • View available exams
  • Find customer service contact information