I received an email from Prometric that my exam has been canceled. What can I do?
Please follow the information contained in the email to reschedule your examination, including ways to self serve.
I received an email from Prometric that my exam has been canceled. However, when I logged in it appears as active. Which information is accurate and why is there conflicting information?
If you receive an email from Prometric indicating that your appointment will be canceled, you may still be able to see your appointment for several days after receiving the communication. However, the appointment will be canceled, and it will no longer appear on the scheduling system.
I heard from a colleague that exams are being canceled, but I did not receive an email from Prometric that my exam has been canceled. What should I do?
Prometric will contact you in advance of your appointment if your exam is cancelled. If you have not been told that your appointment is cancelled, it is still active.
Why is my exam center open on the site open list but my exam has been canceled/rescheduled?
To ensure test centers are able to adhere to proper social distancing requirements or legislation around essential services, many of our test centers have re-opened either with limited seats or for essential services only (U.S.). To adhere to these policies, candidates may need to have their appointments canceled or rescheduled for another date and/or location.
Additionally, Prometric occasionally has to close sites with limited notice due to unforeseen events, such as extreme weather, natural disaster, power outages, or other unexpected occurrences—forcing last-minute cancellations. Sites that have re-opened since the start of COVID-19 will remain on our open sites list, but closure status due to last-minute closures will be posted on our site closures list, so please reference both.
Are there other reasons Prometric will need to cancel appointments?
Yes, Prometric occasionally has to close sites with limited notice due to unforeseen events, such as extreme weather, natural disaster, power outages, or other unexpected occurrences. Please see our site closures list for a list of those test centers. If your appointment is impacted, Prometric will notify you to cancel or reschedule your exam.
Will I receive a refund if my exam is canceled?
If your exam payment was processed through Prometric, you will receive a full refund—regardless of cancellation window. If your exam payment was processed through your exam sponsor, you will either receive a refund or an extension as determined by exam sponsor.
Prometric is currently working with exam sponsors to ensure that all exam fees for canceled appointments are refunded. If you paid Prometric directly when scheduling your original appointment, we will process that refund for you. If your exam fee was paid to your test sponsor, you should receive a refund based on their stated policies; you can check with them directly for information and policy guidance.
When and how can I reschedule my exam?
Prometric will send you a notice of your canceled appointment. In most cases, we will have rescheduled your appointment to a new date based on when we expect to resume normal testing. This notice will also include information on how you can make changes to this appointment utilizing our self-service function available on www.prometric.com.
For additional information and/or contact details for your testing program, please search for your test sponsor page here. Should you need support, please visit our “Contact Us” page to request assistance via email. There will be no rescheduling fees for exams impacted by COVID-19.
Will I be charged if I need to cancel or reschedule my exam?
Beginning August 3, 2020, cancellation and rescheduling fees will be re-instated, where applicable by testing program. Candidates who have their appointments canceled or rescheduled as a result of continued site closures or regional restrictions will not be penalized in this circumstance and are entitled to one free reschedule for their exam. Additionally, candidates who are unable to test due to COVID-19 illness or impact should follow our standard escalation procedure by utilizing the Test Taker “Contact Us” form and choose "Request a Refund."
What if I need to schedule a new appointment
New appointments can be easily scheduled through our website, and is the best option to schedule an appointment during a time that is convenient for you. Our self-service scheduling tools provide the same information and access to appointments as our contact centers.
If you require support in booking an appointment, you may contact one of global contact centers. However, please note that wait times may be significant as we support those test takers that have been impacted by cancellation or rescheduling due to the COVID-19 pandemic.
We strongly encourage you to visit the site closure page at https://www.prometric.com/closures for up-to-date information on closures in your area. The dates for test center closures vary by geography and may change based on updated information.
Is my on-line delivered exam impacted?
Exams that are delivered via Prometric’s on-line testing platform, including practice tests and select other examinations, are unaffected by these closures and are still available to you.
When will my test center re-open?
Prometric's goal is to open sites when and where it is safe to do so in accordance with all local, state and federal regulations. We recommend that you visit our site openings page for an up-to-date list of our centers that are currently open, as well as centers that will soon be open. Please note that the open status of these sites is contingent on numerous factors or guidelines; should anything arise that forces us to close one of the test centers listed here, impacted candidates will be notified. This list will be updated daily to reflect any changes in status.
Do I have to wear a mask to my testing appointment? Which types of masks are permitted?
Yes. Test takers are required to bring and wear a mask during the entirety of their time at the test center or their exam will be terminated.
Both medical masks or cloth face coverings are acceptable. Masks with exhale/one-way valves are prohibited to use at the testing center, due to the lack of viral particle filtration provided by these masks. Any test taker that comes to the test center without a mask will not be allowed to test, marked as a “no show,” and will not be eligible for a free reschedule.
For our most up-to-date global modified test center procedures, please visit https://www.prometric.com/covid-19-update/social-distancing-policies.
On the Prometric.com under the ‘opening site’ heading there is reference to ‘Full Occupancy’, ‘Limited Occupancy’, ‘All Programs’ and ‘Essential Only’ what do these all mean?
The protection of our employees and test takers continues to be our number one priority during COVID-19. In addition to recommendations from the CDC and WHO, Prometric has worked with third-party experts, including leading infectious disease and epidemiology experts from Johns Hopkins University, who visited our test centers, evaluated our entire candidate journey, and worked with us to develop and introduce operational policies, training procedures, and candidate protocols to help ensure a streamlined, safe testing experience at all of our centers.
These safety practices have been enacted throughout the testing process, but still must remain in compliance with local government mandates. As such, test centers on our site openings list labeled as being enabled for either “Full Occupancy” or “Limited Occupancy” refers to the number of testing seats available at a specific center, based on local requirements. For program availability, test centers labeled “All Programs” means candidates from any program can test there. “Essential Only” is only applicable for test centers in the US where the local government has approved only certain exams to be delivered. The link for up to date essential tests programs can be found at http://www.prometric.com/sites/default/files/Essential%20Client%20List.pdf.
My ID is expired. Can I still take my exam?
Government-issued IDs with expiration dates from Feb 1, 2020 forward will be accepted for testing. All other ID policies specific to the program still apply.
What health and safety measures are you taking to prevent the spread of COVID-19 at open test centers?
Prometric has always been committed to providing a clean, safe, and secure testing environment for the millions of individuals that visit us each year. We have well documented procedures in place for the regular cleaning and sanitation of our testing locations.
In the wake of the pandemic, we have further enhanced these procedures to reflect the practical guidance of the CDC and WHO to limit the spread of the disease. This includes actions such as offering hand sanitizer to candidates, wiping down all workstations and equipment after every test taker, and cleaning common areas with disinfectant multiple times per day. Further, safety practices have been enacted throughout the testing process and will be dependent on local government guidelines.
For a complete listing of actions we are taking to maintain a safe testing environment, visit https://www.prometric.com/covid-19-update/social-distancing-policies
Where can I find information specific to my state/country?
Test center openings are being evaluated on a case-by-case basis with a close eye on specific government actions and global health policy guidance. For information about your country’s test center network status, please visit https://www.prometric.com/site-openings.
My window to certify is closing soon—what should I do?
Prometric is working closely with our testing partners to evaluate options for individuals to sit for their examinations, including those organizations that deliver examinations during fixed-window administrations. Your test sponsor is committed to ensuring your ability to satisfy your licensing or certification requirements, including completion of your assessment, and we are collaborating with them in this endeavor.
New or extended eligibilities are being created in most circumstances, and new testing windows are being considered. Final details will be shared with you as soon as possible.