Updating candidate personal information

During the admission process, some exam sponsors require you to verify certain personal or demographic information, such as a candidate's date of birth. Additionally, candidates may request for you to update their personal information in the system, such as their contact information.

Exam sponsors determine how their candidates' demographic and other personal information can be updated, so always check the exam sponsor's client reference for the policy or process to follow when verifying and updating a candidate's demographic and personal information.

Please note the following information:

Some exam sponsors allow you to verify and update candidate demographic information in the admission steps. For more information about updating candidate demographic information in Admissions Manager, see Updating demographic information in admission steps.
You may be permitted to change candidate names in Registration Manager only if the exam sponsor allows it. Some exam sponsors also have restrictions on when other candidate information, such as the mailing address, can be changed. For example, the exam sponsor may require the candidate to contact the call center or the exam sponsor in order to make a change. In addition, exam sponsors may have different requirements on which fields need to be filled in. Some exam sponsors require candidates who need changes made to contact the call center or exam sponsor before the exam. See the exam sponsor's client reference for specific requirements.
Only some exam sponsors require you to verify a candidate's date of birth, and the exam sponsor's client reference indicates how to do this when necessary. If the date of birth on the candidate's ID does not match the date of birth listed in the system, create a case, selecting these options:

Admissions/Check-in

Incorrect date of birth

If a candidate requests for certain information to be updated, but the exam sponsor does not permit you to make the type of requested update, create a case and in the case, explain the information the candidate wants to change. If possible, create a copy of the candidate's identification or documentation that reflects the change, and attach all copies to the case. Do not turn the candidate away unless the exam sponsor's client reference states that candidates should be turned away.

For requests to change a candidate's name

Candidate inquiry

Name change request

For requests to change other personal information

Select the appropriate case topic, depending on when the candidate requested to update the information:

If the candidate requests during the admissions process, select Admissions/Check-in
If the candidate requests at any other time, select Candidate inquiry

Select Request to update personal information as the case type.