Got a question? Looking for info? Need to talk with customer service?
The best place to start is the frequently asked questions, which cover everything from creating an account to COVID-related scheduling matters, paying via vouchers and much more.
If you don’t find what you’re looking for in the FAQs, try contacting your program-specific customer service team, where you can get information and guidance customized to both your exam program and your geographic region. Plus, you can choose from chat, phone or email contact methods.
Frequently asked questions
These are frequently asked questions about the general Pearson VUE testing experience. Get answers specific to your test from your exam program’s homepage.
Q. How do I find the homepage for my exam program?
A. From the test-taker homepage, use the search bar to type your program name or acronym or select the name from the alphabetical list.
Tip: Search for the name of the testing organization that develops and owns the exam you’re taking. For example, if you’re taking the exam to become an Emergency Medical Technician (EMT), the testing organization is the National Registry of Emergency Medical Technicians® (NREMT). Search for NREMT to get started!
Q. How do I contact Pearson VUE customer service?
A. First, visit your exam program’s homepage to find answers to FAQs about your exam program. If you still have questions, you can find the contact details for your dedicated customer service team on your homepage.
Q. If I need to report a security issue, who should I contact?
A. To report a potential testing violation and/or suspicious behavior, please fill out our test security form.
Q. What happens if my test center closes?
A. If you are impacted by a test center closure, you will receive an email with information on how to reschedule your exam.
Tip: Be sure to keep your email address up to date in your account profile and don’t forget to list us as an approved sender!
Q. I have an issue on test day. What should I do?
A. Please inform the test administrator as soon as the issue occurs. A case will be filed, with most cases investigated and resolved within 3-5 business days.
Q. What if I have more questions?
A. We have dedicated customer service teams available to help you throughout your testing experience. Visit your exam program's homepage for answers to FAQs specific to your exam.
Q. How can I find the latest information on test delivery?
A. Please visit our COVID-related testing information page.
Q. Is my preferred test center open for exam delivery?
A. Most Pearson VUE-owned and operated test centers are delivering exams. Find your exam program on the test-taker homepage, then log in to your account to search for a test center near you.
Q. Am I required to wear a face mask?
A. Where required, yes, you must bring and properly wear your own face mask the entire time you are at the test center. Check the COVID-related testing information page for current face mask requirements.
Q. Where can I find test delivery information specific to my country?
A. You’ll find any country-specific requirements and/or restrictions on our COVID-related testing information page.
Q. How do I create a Pearson VUE account?
A. Visit your exam program’s homepage, click Create account and complete the required fields. Once you've created an account, you’ll be able to schedule your exam.
Q. How do I update personal information?
A. Visit your exam program’s homepage and sign in. Click My Profile under the My Account menu. You will see the Edit option to the right of any fields you can update.
If you are unable to update a field, please contact the customer service team listed on your exam program’s homepage for help.
Q. Can I merge multiple accounts?
A. Yes. Please contact your program-specific customer service team for help merging your accounts.
Q. How do I schedule an exam?
A.Visit your exam program’s homepage and sign in to select the exam you’d like to schedule. You can select up to three test centers to compare appointment availability.
Q. How do I reschedule or cancel an exam online?
A. Visit your exam program’s homepage and sign in. Select the exam you’d like to reschedule or cancel from Upcoming Appointments. You will receive an email confirming any changes to your appointment. Don’t forget to click Confirm Reschedule on the final screen to ensure your changes have been saved.
It's always a good idea to refer to your original appointment confirmation email to see whether there are any fees or deadlines for rescheduling or canceling your exam.
Q. My exam requires authorization. How long is the authorization period?
A. These vary per testing program. You should receive an email or letter with authorization details. Don’t worry: our website will prevent you from scheduling outside of your eligibility window.
Q. My exam is not available at my preferred testing location. What should I do?
A. Test centers vary in terms of the days and times they’re open and the exams they deliver. If your exam is not available at your preferred test center or date/time, please try an alternative date or search for other test centers. You can select up to three test centers to compare appointment availability.
Q. I lost my payment receipt. Can I get another one?
A. Yes. Visit your exam program’s homepage and sign in. Select My Receipts to see your purchase history.
For security reasons, we can only send receipts or exam confirmation to the test-taker (not third parties).
Q. Which payment methods are accepted?
A. You can use Visa, American Express, or MasterCard debit or credit cards. Candidates testing within some sanctioned countries will need to contact the test center directly to inquire about other methods of payment.
For security reasons, we are unable to collect payment via chat or email.
Q. How do I use my voucher or promotional code?
A. On the payment screen, you will see the option to enter your code. If you’re booking your exam by phone, please tell the agent that you have a voucher to use.
Q. Where can I get information and tips about my online exam?
A. First, visit the OnVUE page for your exam program. Once there, navigate to the FAQs section of the page, where you’ll find helpful information on everything from scheduling your exam to system requirements, testing policies, and more.
