What do I do if I had technical difficulties during my 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 the technical issues form – so that the issue can be documented, and we can reach out to Prometric for information and a resolution.
- For FSA, ERM, ALTAM, ASTAM, and EA Exams use this form
- For the PA Exam use this form
- Allow time for review and a reply.
What do I do if Prometric cancels my appointment?
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.