Technical Difficulties and Test Center Closings
Test Center Closings
When a test center is closed due to weather-related issues or events outside of the test administrator’s control, you will be contacted by the Prometric Candidate Care Team within 48-72 hours via recorded phone message and/or email. For this reason, it is very important that you provide an accurate email address and verify that your phone number is correct when scheduling an exam appointment online.
Visit Prometric's Test Center Closures page to learn more about current test center closures.
Prometric may automatically schedule a new appointment. Please pay special attention to the new appointment location, as it is subject to change from your original appointment.
Please call Prometric Customer Service Center and inquire about rescheduling if:
- the test center is closed, and you are not contacted by the Prometric Candidate Care Team within 48-72 hours via recorded phone message and/or email.
- the new appointment date, new time or new location is inconvenient.
The $70 rescheduling fee is waived for above circumstances.
If you need further assistance, please email SOA Exams as soon as possible.
Technical Difficulties
In the uncommon event that a candidate’s computer freezes momentarily during the exam, the exam timer will also freeze so that the candidate will not lose exam time or completed questions. If the computer freezes for a significant period, or if you experience any other technical difficulties, it is critical that you notify a test center administrator immediately for the purposes of both troubleshooting and documentation.
On the rare occasion that the administrator is unable to resolve the technical issue, register a complaint with Prometric. You will receive a reference number for the complaint, and a response within 48 business hours. If the issue can be resolved on a call, please proceed to call the Prometric Customer Service Center.
Reporting Exam Technical Difficulties - FSA, ERM, ALTAM, ASTAM, and EA Exams
Please follow these steps to report any technical issue on the day of your exam.
We are asking exam candidates to follow these steps to report any technical issue:
- Raise your hand at the time the technical issue occurs at the Prometric testing center and ask the Prometric staff to trouble shoot the problem.
- If the problem cannot be resolved quickly to ask for and receive a Prometric Case Number for their issue.
- Subsequently, fill out the technical issues form - so that the issue can be documented, and we can reach out to Prometric for information and a resolution.
- Allow time for review and a reply.
Reporting Exam Technical Difficulties - PA Exam
Please follow these steps to report any technical issue on the day of your exam.
We are asking exam candidates to follow these steps to report any technical issue:
- Raise your hand at the time the technical issue occurs at the Prometric testing center and ask the Prometric staff to trouble shoot the problem.
- If the problem cannot be resolved quickly to ask for and receive a Prometric Case Number for their issue.
- Subsequently, fill out this technical issues form - so that the issue can be documented, and we can reach out to Prometric for information and a resolution.
- Allow time for review and a reply.