This FAQ should be viewed in conjunction with the Voucher Express Quick Reference Guide for complete information
Q: If I have purchased vouchers from Prometric in the past but have not yet used Voucher Express, do I already have an account with login details?A: No. If you have not used Voucher Express to order from Prometric previously, you will need to create an account in Voucher Express. Please review the Quick Reference Guide for instructions on how to create a new account.
Q: How do I pay by check or wire transfer?A: You will first need to have a member of the Prometric team create a Cash Deposit account. Please e-mail your request to the appropriate Regional Voucher Team (listed below) for assistance.Regional Voucher Teams
Q: I already have Cash Deposit account to allow for payment by check or wire transfer but Cash Deposit is not being displayed as a payment option. How can I use my Cash Deposit account?A: If you have placed an order with Prometric in the past and have paid for it in any manner other than with a Prometric Line of Credit, via check or wire transfer) then you already have a Cash Deposit account. If “Cash Deposit” is not being displayed as a payment option, then you will need to request that we link your Cash Deposit account to your account in the Voucher Express system. To do this, please e-mail a request to the appropriate Voucher Team (listed below) responsible for the region in which your reside. Once your Cash Deposit account has been linked to your account in Voucher Express, you will see Cash Deposit displayed as a payment option.Regional Voucher Teams
Q: I placed an order using my Cash Deposit account and now need to send payment. Where do I send my check or wire transfer?A: Please select the appropriate email address below, based on your geographic region of residence and send us a request for our banking and address details.
Q: I cannot find my desired Voucher Group in the search screen. What should I do now?A: Please send your inquiry to the appropriate Regional Voucher Team (listed below). A representative will investigate and reply to you within 48 hours.Regional Voucher Teams
Q: I can see the available Purchase Markets when reviewing the details of a Voucher Group but not the available Countries of Redemption. Are they the same countries?A: The Purchase Markets and Countries of Redemption are typically the same. You will be provided a list of the redemption countries to verify your order against prior to completing your order.
Q: Why does my Voucher History not display all orders made with Prometric in the past?A: Voucher History will only display orders that have been placed since the inception of Voucher Express.
Q: Can I re-download my voucher order?A: Yes. To download your order again, simply log back into Voucher Express, locate the desired order in your order history and select “Re-download”. You will receive an e-mail providing instructions on how to re-download your order. Please note that the re-downloaded vouchers will not reflect any redemption history to date.General Voucher Questions:
Q: How much does a voucher cost?A: The price of a voucher depends on the price of the exam. Depending on the Prometric Client, there may be volume discounts offered. You may search for a voucher group in Voucher Express to view pricing.Note: A voucher group, also known as a prototype, is a ready-made template containing all of the rules, restrictions and pricing that will apply to the vouchers you purchase.
Q: How can I order vouchers?A: If you have not already done so, you will need to create a Voucher Express user account. From there you may search for your desired voucher group, view its details, place an order and make a purchase.Note: A voucher group, also known as a prototype, is a ready-made template containing all of the rules, restrictions and pricing that will apply to the vouchers you purchase.
Q: How can I pay for an exam online using a voucher?A: You can pay for an exam at the same time as you schedule your appointment. When you reach the payment page, you’ll notice a place at the top of the page that says “Promotion Code or Voucher.” Click “Yes” to proceed. You will then select “Voucher” as the Discount Type and will be required to enter the voucher number. Click on “Validate” and proceed with scheduling the exam.
Q: I have entered my voucher number but it still asks me for payment; why is this?A: Vouchers work similarly to gift cards. If you have a gift card for $50 and make a purchase that costs $100, you will be asked for an additional type of payment to make up the difference and complete the purchase. If, when you enter your voucher number, payment is still needed, it means that your voucher was not enough to cover the full cost of the exam. The remaining balance must be paid with a credit card.
Q: I cannot use my voucher; I received the error message “Voucher number is invalid”. How can I resolve this?A: Please email your inquiry to the appropriate Regional Voucher Team (listed below). A representative will investigate and reply to you within 48 hours.
Q: I cannot use my voucher; I received the error message “The voucher number is expired or has been redeemed on another registration”. How can I resolve this?A: Please go back to the person/institute that provided you the voucher. Prometric will not provide details on used voucher numbers.If you did not find an answer to your question here, please email your Regional Voucher Team.
Q: How can I access the Prometric Credit ApplicationA: Please print this form and submit per the instructions at the bottom of the form.
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