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. Please note that for last-minute cancellations (less than 24 hours notice), it may take a few hours for the system to change your appointment from "active" to "inactive."
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 exam appointment will be canceled, you may still be able to see your exam appointment after receiving the communication. For last-minute cancellations (less than 24 hours notice), it may take a few hours for the system to change your appointment from "active" to "inactive." You will receive a second email confirming the cancellation/letting you know your appointment is no longer active in the system.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 exam if your exam appointment is canceled. If you have not been told that your exam appointment is canceled, it is still active.
My exam center is not listed on the closure list- why is my exam being 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 must occasionally 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 exams?
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 click on our site closures list for a list of those test centers. If your exam 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, and we have to cancel your exam due to ongoing COVID-19 impacts or other unforeseen circumstances, 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 your test exam sponsor’s stated policies.
When and how can I reschedule my exam?
Prometric will send you a notice of your canceled exam appointment. In most cases, we will have rescheduled your exam 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 exam 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.
Will Prometric charge me a fee if I need to cancel or reschedule my exam?
Test takers who have their exam 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, test takers 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 exam appointment?
New exam appointments can be easily scheduled by clicking "Find my Exam" under the "Test Taker" tab on our website homepage, and searching for your exam's test sponsor page. Our self-service scheduling tools provide the same information and access to appointments as our contact centers, and is the best option to schedule an exam appointment during a time that is convenient for you.
If you require support in booking an exam appointment, you may contact one of global contact centers by clicking the Contact Us button. 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 click on the site closure page 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.
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.
In some states, executive orders prohibit government agencies and institutions of higher education, respectively, and their officials from mandating face coverings or restricting activities in response to the COVID-19 disaster. Prometric does operate some sites on state universities in states where these policies have been enacted. In some instances, those university policies mandate that we must allow the university to drop the mask requirement, which would apply to that particular site. Candidates will still be allowed to wear masks according to their comfort level at these sites, but masks will not be mandatory.
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/test-center-policies.
My state/region has rolled back its mask mandate policy—do I still have to wear a mask to my exam?
Yes. Since the beginning of the pandemic, Prometric has been following the advice of health organizations around the world, including the WHO and CDC, as well as personal guidance from Johns Hopkins and other third-party experts, when developing our test center policies and training.
Per their continued advice regarding the importance of mask wearing to stop the spread of the COVID-19 virus and reduce the risk of transmission, Prometric will continue to require everyone who comes to one of our global testing centers to wear an approved face covering for the duration of their time at the location. This includes any staff and test takers (including those who have received the COVID-19 vaccine).
The only exception to this policy is that in some states, executive orders prohibit government agencies and institutions of higher education, respectively, and their officials from mandating face coverings or restricting activities in response to the COVID-19 disaster. Prometric does operate some sites on state universities in states where these policies have been enacted. In some instances, those university policies mandate that we must allow the university to drop the mask requirement, which would apply to that particular site. Candidates will still be allowed to wear masks according to their comfort level at these sites, but masks will not be mandatory.
For a full list of our most up-to-date global modified test center procedures, please visit https://www.prometric.com/covid-19-update/test-center-policies.
On the “Site Status” page on Prometric.com, 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 test taker journey, and worked with us to develop and introduce operational policies, training procedures, and test taker 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 status 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 test takers 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 requiring face coverings for both staff and test takers, 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/test-center-policies.
Where can I find information specific to my state/country?
Test center statuses 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-status.