Resuming and late-start policies

The policies below apply to late starts caused by issues at the test center, not late arrivals. For information about handling candidates who arrive late, see Handling no-shows and late arrivals.

Sometimes unexpected events interfere with or interrupt a candidate's exam session. These events might include power failures, equipment problems, weather emergencies, or fire alarms. (If technical problems occur, refer to the directions under Troubleshooting technical problems.)

If an exam is interrupted and cannot be started or resumed immediately, you must ask the candidate to wait for the problem to be corrected.

On-demand testing: Candidates must wait a minimum of 30 minutes.
Event testing: Candidates must wait a minimum of 60 minutes unless otherwise documented in the client reference. Rescheduling may not be an option because testing dates are limited.

Do not discuss refunds or speculate about free retakes with candidates. Direct candidates to contact Pearson VUE Customer Service for help.

Exam sponsors may have their own policies for resuming and starting exams late, so refer to the appropriate exam sponsor's client reference first. If there are no resuming and late-start policies listed, follow the standard procedures listed below.

IMPORTANT: Check the exam sponsor's client reference first for resuming and late-start policies.

Situation: On-demand testing

Situation: Event testing

Instruction

The problem is resolved within 30 minutes.

The exam can be resumed or started.

The problem is resolved within 60 minutes.

The exam can be resumed or started.

The exam will be resumed where the candidate left off. The candidate will be given the amount of testing time that they have not yet used. See Resuming an exam.

The problem is not resolved after 30 minutes.

The candidate does not want to wait.

The problem is not resolved after 60 minutes.

The candidate does not want to wait.

On-demand testing: Allow the candidate to leave and provide the candidate with the Pearson VUE Outage Letter (available in the Resources application in the Connect portal). This letter tells candidate how to reschedule the exam.
Event testing: Unless otherwise documented in the client reference, allow the candidate to leave and call the test center support line to contact a program coordinator.

The problem is resolved after more than 30 minutes.

The candidate is still at the test center, and the exam can be resumed.

The problem is resolved after more than 60 minutes.

The candidate is still at the test center, and the exam can be resumed.

Check the test center's schedule to see there is enough time for the candidate to finish their exam.

Yes, there is enough time: Allow candidate to resume or start testing.
No, there is not enough time, but the test administrator is willing to keep the test center open past the scheduled closing time: Contact your test center manager if your test center needs to be open more than 30 minutes past the normal scheduled time for that day.
No, there is not enough time because the test center must close:
- On-demand testing: Provide the candidate with the Pearson VUE Outage Letter (available in the Resources application in the Connect portal). This letter tells the candidate how to reschedule the exam.
- Event testing: Unless otherwise documented in the client reference, call the test center support line to contact a program coordinator.

Create a case anytime a candidate's exam is interrupted or the start is delayed. Describe the problem as thoroughly as possible. In the description, include information about how long the candidate waited, whether they were offered the opportunity to reschedule and what their response was. This provides Pearson VUE and the exam sponsor with background information in case the candidate complains about the problem later.