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Prometric strives to offer World Class Service and we care about your testing experience. If you are dissatisfied and the service we provided did not meet your expectations, please complete the form below and tell us about your experience.

Scheduling, rescheduling or cancellation request are not permitted via email. For these requests as well as password resets, merging accounts, and other general inquiries, please submit the following Global Candidate Services Form or contact your Regional Registration Center for assistance

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Please complete the following form, then select “Submit.” A Prometric representative will get in touch with you as soon as possible. Thank you for taking the time to contact us.

Prometric will review requests and email decisions to candidates within 7-10 business days of receipt unless further research and/or documentation are required. Reimbursement requests made via phone will not be accepted.

This form is for reimbursements only. If you are requesting a refund for exam fees for CPA, ETS, AAMC, ICMA, NCARB or FINRA, please contact the organizations directly.

Loss of wages will not be reimbursed per the Prometric refund policy. If you are requesting a reimbursement for expenses incurred while testing for ETS exams, such as GACE, GRE, PRAXIS, TEC & TOEFL, please contact ETS directly with your reimbursement.

Requests for reimbursements must be made within 30 days after the scheduled test event.

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Please retain all receipts, as you will be requested to send them via email to Prometric. You will be contacted by a Candidate Care Specialist

Ensuring an honest and fair test experience for legitimate test takers worldwide is critically important to the way we do business. All reports of misconduct by either candidates or test center employees will be thoroughly investigated and resolved. If you witness any security violation by another candidate or test center employee during your testing experience, you may report it directly to Prometric’s Global Security Team.

All reports will be treated as confidential. However, Prometric may share relevant info that is specific to an exam program with that exam sponsor, so that appropriate actions can be taken with individuals who have violated security protocols.

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Please complete the following form, and then select “Submit.” A Prometric Security representative will get in touch with you as soon as possible. Please allow 1 - 2 days for a response. Thank you for taking the time to contact us.

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Important

  • The Prometric Refunds Committee will review requests and email decisions within 7 – 10 business days of receipt unless further research and/or documentation are required. Refund requests made via phone will not be accepted.
  • If you are requesting a refund for ETS exams such as GACE, GRE, PRAXIS, TEC, and TOEFL, please contact ETS directly with your request. These exam selections will not be available and no response e-mails will be sent for these requests by Prometric.
  • Refund requests for PMI testing, rescheduling and cancellation fees need to be referred to PMI directly. No response emails would be sent for these requests
  • Please check if the fee you are requesting was paid to Prometric or the testing sponsor. Fees paid to the test sponsor need to be requested from them directly. No response emails would be sent for these requests. Please click here for the client contact list
  • For check/ Money Order payments (within the USA/ Canada/ US Territories), if you would like to be refunded through the ACH direct deposit services, please click here for the W9 form and click here for the list of required information
  • For check/ Money Order payments (Outside of the USA), if you would like to be refunded through the ACH direct deposit services, please click here for the W8 form and click here for the list of required information.

Disclaimer: Request will be void if the refund/demographic information is incorrect or insufficient.

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Please use the Customer Service form for questions regarding appointments, password resets, merging accounts and other general inquiries.

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