My exam was cancelled, what are my options?
If you have received an appointment cancellation from Prometric due to COVID-19 you can:
How do I reschedule my exam for the same session?
- Reschedule your exam through the Prometric Website. Select the “Reschedule/Cancel” option.
- Please note: You will need to locate your appointment confirmation number in the email you received from Prometric for your original appointment to reschedule this way.
- If you are not successful with the first option, you can try rescheduling through the Prometric Website “Schedule” option.
- Please note: You will need to locate the eligibility/candidate ID you received when you originally purchased the exam in order to reschedule this way. This can be found on your order confirmation in your Order History.
- If you are still having trouble rescheduling your exam using the steps above, you may need to have your eligibility/candidate ID reset by SOA in order to reschedule. To request to have your eligibility/candidate reset please fill out the Eligibility/Candidate ID Reset Form.
How many attempts do I have for rescheduling?
There is currently no a limit for rescheduling an exam due to COVID-19.
How do I request an exam refund?
SOA has a temporary refund policy for January – June 2021. Candidates can request an exam refund for one or more of the following reasons:
- COVID-19 concerns
- Cannot find an open seat at Prometric locations within 150 miles of your location
- Appointment was cancelled
You can request that your exam be refunded by completing the Exam Refund Form. If approved, your refund will be issued to the card used at the time of registration.
The deadline to request a transfer or refund is 14 calendar days prior to the date of your exam appointment. If you have not scheduled an exam appointment you must make the request no later than 14 days prior to the first day of your exam window or the date of your exam if no multi-day window is offered.
Please refer to the SOA Examination Refund Policy for more information.
I can’t find an available testing center, what are my options?
COVID-19 continues to impact seat availability at Prometric Testing Centers. The SOA is committed to securing seats for our candidates. However if you are having trouble finding a seat, here are some options to help you:
- Continue to check the Prometric website, availability changes frequently
- Complete one of the following depending on what exam you are registered for:
- Spring 2021 LTAM, FSA, ERM, and EA exams use Prometric Testing Center Capacity form to request assistance. (Please do not complete the form if you have already submitted your information to soaexams@soa.org and please no duplicate inquiries).
- June 2021 PA Exam use Prometric Testing Center Capacity for PA Exam form to request assistance. (Please do not complete the form if you have already submitted your information to soaexams@soa.org and no duplicate inquiries).
- See the SOA Examination Refund Policy for details
Capacity issues are not typically something that can be handled quickly. Please know that we are working to find seats for each candidate that contacts us.
Why can’t I find any available test centers?
Due to COVID-19, there will be shortages of seats in some locations. In most centers, candidates will be seated with an open seat between each active workstation. This will reduce the number of seats by half for any given day.
The SOA is working with Prometric to ensure that our candidates are given priority where possible for available test center seats. However, some candidates may need to travel to the next closest available test center.
If you are unable to find a seat you can request a refund.
What is the last day to request a refund?
SOA has a temporary refund policy for January – June 2021. Requests for refunds will be accepted only up to 14 calendar days prior to your exam appointment. Exam refund requests received after the 14-day deadline will not be accepted.
Due to the high volume of requests, this may take up to 10 business days to complete. However, as long as you have submitted your request prior to the the 14-day deadline, your request will be honored.
Please refer to the SOA Examination Refund Policy for more information.
Where can I find my eligibility/candidate ID?
Your eligibility/candidate ID can be found on your order confirmation email or in your Order History. It will be labeled as the “Candidate ID”.