Help Centre

Something not working? Let us help.

This page is for when you need a hand. Pick the topic that matches your situation. If you do not see what you need, write to us at the bottom of the page. Every question gets read by a real person.

You forgot your password. Here is how to reset it in two minutes.

On the sign-in page, click Forgot password. We send a reset link to the email on your account. Click the link. Make a new password. Sign in. If the email does not arrive in a few minutes, check your spam folder. If it is still not there, write to us. We will help.

You cannot sign in even with the right password. Here is what to check.

Make sure you are using the email you signed up with. People often have two or three email addresses and forget which one they used. Try the others. If you are sure of the email and password and it still does not work, reset your password using Forgot password. If that still does not work, write to us.

Your name does not match what is on your certificate. Here is how to fix it.

If your certificate has already been issued and the name on it is wrong, write to us. We will reissue it with the right name. Going forward, you can update your name in your account settings. Your certificate shows the name on your account at the time it is issued, so updating your account makes sure future certificates are right.

You want to change the email on your account. Here is how to do it.

Sign in. Go to your account settings. Change the email there. We will send a confirmation to the new email. Click the link in the confirmation. Your new email is set. Use the new email next time you sign in. The old email no longer works for sign-in once the change is confirmed.

You want to close your account. Here is what happens when you do.

Write to us and tell us you want to close your account. We will close it. Any active certificates you have stay active until they are due for a new test. They do not disappear. The check page still works for them. If you change your mind later, you will need to make a new account.

Your test link did not arrive in your email. Here is how to find it.

Check your spam or junk folder first. Test links come from an email address you have not seen before, so they sometimes land there. Then check the email you used to sign up. If you used one address but the link went to another, you will not see it. If it is in neither place, write to us with the date you bought the test. We will resend it.

Your study guide did not arrive. Here is what to do.

The study guide arrives by email after you buy it. If it is not in your inbox after a few minutes, check your spam folder. If it still is not there after an hour, write to us. Tell us the email you used. We will send it again.

You bought a bundle. Here is what to expect.

You bought a bundle and only one or two emails arrived. The other items are coming separately. Your bundle has three parts: your yearly plan, your test at the member price, and your study guide. Each one comes in its own email. If after an hour you are still missing one, check your spam folder. Still not there? Write to us.

You signed up for a yearly plan but cannot see your benefits. Here is how to fix it.

Make sure you are signed in with the same email you used to buy the plan. The benefits show only when you are signed in to the right account. If you are signed in and still do not see them, write to us with your order date. We will sort it out.

You lost your certificate code. Here is how to find it again.

Sign in to your account. Your certificate and the code are in your account, always. You can copy the code from there any time. The code does not change while your certificate is active. If you cannot sign in, see the password and account questions above.

Your certificate is about to expire. Here is what to do before that happens.

We send you an email when your certificate is about to reach the end of its 12 months. The email tells you the date and gives you a link to take a new test. Take the test before the date. If you pass, your certificate stays active. If you let the date pass, your certificate becomes not active. You can take the test again later, but until you do, anyone checking your code will see not active.

Your payment did not go through. Here is what to try next.

Most payment problems come from one of three things. Your card was declined by your bank. Your bank flagged the charge as unusual. Your card details were typed slightly wrong. Try the payment again. If your bank declined it, call them and let them know you meant to make this payment. If it still does not work, try a different payment method. We accept Interac and credit cards.

You were charged twice for the same thing. Here is how to get it back.

This is rare but it happens. Write to us. Tell us the date you bought the test and the email you used. We will check your order, refund the extra charge, and write back to confirm. The refund usually shows on your card in five to ten business days.

You want to pay with Interac but do not know how. Here is how it works.

At checkout, pick Interac as your payment method. You will be sent to your bank's online page to confirm the payment. Sign in to your bank the way you normally would. Confirm the amount. You will come back here with the payment done. The whole thing takes a minute or two.

You need a receipt. Here is how to find it.

Sign in to your account. Go to your orders. Click the order you need a receipt for. There is a download button for the receipt. You can save it as a file or print it.

You see a charge you do not understand. Here is how to look it up.

If you do not remember a purchase, write to us with the date and amount on your bank statement. We can look it up and explain what it was for. If it was not you, we will help you get it back.

You changed your mind. We get it. Here is how to get your money back within 14 days.

You have 14 days from when you bought it to ask for a refund, as long as you have not started the test yet. Write to us. Tell us the email you used to buy. We will refund you. The money usually shows on your card in five to ten business days.

You started the test and want a refund. Here is how that works.

Once you start the test, the 14-day refund window closes. This is because the test is the thing you bought, and starting it is using it. If something went wrong during the test (the page froze, your internet dropped) write to us anyway. We will look at what happened and figure out the right thing to do.

You bought the wrong path or the wrong field. Here is how to switch.

If you have not started the test yet, write to us within 14 days. Tell us what you bought and what you meant to buy. We will switch you over. If you bought a more expensive path by mistake, we will refund the difference. If you bought a cheaper one, we will charge you the difference. If you have already started the wrong test, write to us and we will figure out what to do together.

Your refund window has passed. Here is what to ask.

If more than 14 days have passed, write to us. Tell us your situation. We will look at it and write back with what is possible. We do not promise a refund outside the 14 days, but we read every message.

Your yearly plan is about to renew and you want to stop it. Here is how.

Sign in to your account. Go to your account settings. Find your yearly plan. Cancel it there. Your plan stays active until the end of the year you paid for. After that, it does not renew. You will not be charged again. Any test discount you got at the original price stays as it was.

You ended your yearly plan but want it back. Here is how.

Sign in. Go to your account settings. Start the yearly plan again. You pay $89 for the next year. Your benefits start right away.

You were charged for the yearly plan but did not mean to renew. Here is what to do.

If you are within 14 days of the renewal charge, write to us. We will refund the charge and end the plan. If it has been more than 14 days, the charge stands the way it does with most yearly services, but we will end the plan so it does not happen again next year.

Your yearly plan discount is not showing at checkout. Here is how to fix it.

Make sure you are signed in with the email used for your yearly plan. Then return to checkout. If the lower price still does not appear, write to us before paying. We will fix it.

Your internet dropped during the test. Here is what to do.

Do not panic. Most of the time, your progress is saved. The test saves as you go. Sign back in and you should pick up where you left off. If the test will not let you back in, write to us right away. Tell us the time it happened. We will look at what was saved and help you finish.

The test page froze and will not move. Here is what to try.

First, refresh the page. Most of the time, the page comes back with your work saved. If refreshing closes the test entirely, sign back in. If you still cannot get back to where you were, write to us. Tell us what time it happened. We will look at what was saved.

You finished the test but did not see your result. Here is what to do.

Sign back in to your account. Your result is there as soon as the test is finished. If your account does not show a result and you are sure you finished, write to us. Tell us the email you used. We will check what came in on our side.

You did not pass. Here is what happens next.

Take a breath. The test did not go your way this time, but it is not the end. You can take it again. Sign back in to your account when you are ready, find the test you just took, and click the retake option. The cost and rules for retakes are on the certification page if you want to read them first.

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Something not working? Let us help.

Signing in, your name, your email, your password.

Things that should have arrived but did not.

When something went wrong with money.

You changed your mind, or something is not what you expected.

Renewing it, ending it, problems with it.

When something goes wrong while you are taking the test.

Still nothing here that fits? Write to us.