Overview
Technical issues can occur at different stages of the OnVUE online proctored exam process. The appropriate point of contact depends on when the issue occurs.
Before the Exam
For any questions related to registration, scheduling, payment, or account issues, please use the Pearson VUE customer service links provided during the registration process. These links direct you to the correct support team for your exam program and region.
During the Exam
If you experience a technical issue while the exam is in progress, your OnVUE proctor is your first line of support. The proctor will:
- Assist you in troubleshooting the issue
- Attempt to restore your exam session
- Provide guidance on next steps if the issue cannot be resolved
If the problem cannot be fixed during the session, the proctor will issue an Incident Report number.
After the Exam
If you need to follow up after the exam—for example, regarding a disrupted session or an unresolved technical issue—you should contact Pearson VUE Customer Support and reference the Incident Report number provided by the proctor. This helps the support team locate your case and assist you more efficiently.
Summary
- Registration issues: Use Pearson VUE customer service links.
- Technical issues during the exam: The proctor will assist and may issue an Incident Report number.
- Post‑exam follow‑up: Contact Pearson VUE Customer Support with your Incident Report number.