Before scheduling an exam with Prometric, it is helpful to understand the company’s customer-service options, scheduling rules, cancellation policies, testing procedures, technical-support resources, and feedback from other test takers. Prometric is a global assessment provider that administers professional certification, occupational licensing, healthcare, financial, academic, government, and corporate examinations.
Prometric works with hundreds of independent exam sponsors. As a result, there is no single telephone number, customer-service schedule, cancellation deadline, or refund policy that applies to every Prometric exam. Candidates should always locate the page for their specific examination before contacting support or changing an appointment.
How to Contact Prometric Customer Service
Prometric currently directs test takers to online and exam-specific support resources rather than publishing one universal candidate-service telephone number.
The customer-support form requests information such as the candidate’s name, email address, telephone number, exam country, geographic region, exam sponsor, exam name, confirmation number, and a description of the problem.
Prometric states that its general support team cannot schedule, reschedule, or cancel an examination through the customer-support form. Candidates must locate their exam and use the scheduling link provided for that program.
Important Correction About the Prometric Phone Number
The telephone number 1-877-725-3708 has appeared in Prometric business materials as a number for organizations interested in testing and assessment solutions. It should not be presented as a universal candidate customer-service number.
Candidate phone numbers vary by exam sponsor, location, and program. The correct number may appear on:
- The official Prometric page for the examination
- The candidate information bulletin
- The appointment-confirmation email
- The scheduling portal
- The exam sponsor’s website
- An application or eligibility notice
Customer-service hours also vary. Candidates should not assume that every Prometric department is available Monday through Friday from 8:00 AM to 8:00 PM Eastern Time.
Prometric Corporate Address
Prometric’s current principal Maryland location is listed as:
Prometric, LLC
6211 Greenleigh Avenue
Suite 400
Middle River, MD 21220
The older address at 1501 South Clinton Street in Baltimore still appears in some historical, legal, supplier, or archived materials. Candidates should use the address provided for their specific exam, complaint, application, or document rather than mailing materials to a general corporate address.
Applications, accommodation documents, appeals, score requests, and other program materials may have separate mailing addresses. Sending documents to the wrong office can delay processing.
What Can Prometric Customer Service Help With?
Prometric support may be able to assist with:
- Locating an examination program
- Finding the correct scheduling portal
- Confirming an existing appointment
- Problems receiving a confirmation email
- Candidate-profile and eligibility concerns
- Test-center location questions
- Test-center closures and appointment disruptions
- Remote-exam technical problems
- Testing accommodations
- Payment-processing concerns
- Refund requests for fees paid directly to Prometric
- Complaints about a testing experience
- Appeals involving unusual testing conditions
- Reimbursement requests after certain disrupted examinations
- Accessing available score reports
Questions involving eligibility, certification status, retesting authorization, examination content, score interpretation, or licensing requirements may need to be directed to the exam sponsor rather than Prometric.
How to Find the Correct Prometric Exam Contact
Prometric recommends starting with its Find Your Exam page. Candidates can search for the examination sponsor or program and open the appropriate program page.
The program page may provide links for:
- Scheduling an appointment
- Rescheduling an appointment
- Cancelling an appointment
- Confirming an appointment
- Finding a test center
- Downloading a candidate bulletin
- Requesting accommodations
- Contacting program-specific customer service
- Accessing score information
Candidates should confirm that they have selected the correct country, state, profession, sponsor, and examination. Similar examination names may be administered under different rules.
How to Schedule a Prometric Exam
The scheduling process usually begins after the exam sponsor determines that the candidate is eligible to test. Some programs require an eligibility ID, authorization number, or candidate identification number.
To schedule an exam, candidates generally need to:
- Open the Prometric Find Your Exam page.
- Select the correct examination sponsor and program.
- Choose the scheduling option.
- Enter the required eligibility or candidate information.
- Select a test center or remote-testing option when available.
- Choose an available date and time.
- Review the examination and cancellation policies.
- Submit payment when required.
- Save the confirmation number and confirmation email.
Appointments are subject to eligibility periods, available seats, test-center schedules, and sponsor restrictions. A nearby Prometric center may not offer every examination.
Prometric Confirmation Numbers
The confirmation number is important for managing an appointment, launching a remote examination, contacting support, and accessing certain candidate resources.
Candidates should save:
- The confirmation email
- The confirmation number
- The examination name
- The test-center address
- The appointment date and time
- The applicable time zone
- The cancellation and rescheduling deadline
- The payment receipt
If the confirmation email does not arrive, candidates should check spam and junk folders and verify that the email address entered during scheduling is correct.
How to Confirm a Prometric Appointment
Candidates can generally confirm an appointment through the scheduling portal for their examination. The system may ask for the confirmation number and the first several letters of the candidate’s last name.
The confirmation should be reviewed for:
- Correct legal name
- Correct examination
- Correct delivery method
- Correct test-center location
- Correct date, time, and time zone
- Required identification
- Arrival or check-in instructions
A discrepancy should be reported before test day. The name on the appointment and the identification presented at check-in must satisfy the rules of the exam sponsor.
How to Reschedule a Prometric Exam
Prometric allows many appointments to be rescheduled online. However, the deadline and fee are determined by the examination sponsor.
Depending on the program:
- Rescheduling may be free when completed well before the appointment.
- A fee may apply as the appointment date approaches.
- Online rescheduling may close several days before the exam.
- Appointments may become nonrefundable within a specified period.
- A missed appointment may require new eligibility and full payment.
Candidates should not assume that the policy for another Prometric exam applies to their examination.
After rescheduling, candidates should save the new confirmation email and verify that the old appointment has been replaced.
How to Cancel a Prometric Exam
Cancellation rules also vary by sponsor. Candidates should use the cancellation link on the correct examination page and review the fee and refund information before completing the request.
A cancellation confirmation should show:
- The candidate’s name
- The examination
- The original appointment
- The cancellation date
- Whether a refund is expected
- Any cancellation fee
- A confirmation or reference number
Cancelling an appointment with Prometric does not always cancel an application, eligibility period, certification request, or fee paid directly to the sponsor.
Prometric Rescheduling and Cancellation Fees
Prometric does not publish one rescheduling-fee schedule covering every examination. Fees depend on the sponsor and the amount of notice provided.
Before changing an appointment, candidates should determine:
- The final date for a free change
- The fee during the reduced-notice period
- The deadline after which changes are prohibited
- Whether a cancellation produces a refund
- Whether eligibility expires before another appointment is available
- Whether the sponsor must authorize a new appointment
The candidate bulletin or program page should be treated as the primary source for these rules.
Prometric Refund Requests
Prometric provides an online refund-request form. The correct refund process depends on who received the original examination fee.
- Fee Paid Directly to Prometric: Submit the official Prometric refund-request form.
- Fee Paid to the Exam Sponsor: Contact the sponsor directly.
Prometric states that its team cannot process or respond to refund requests for fees paid to an examination sponsor.
Credit-card refunds approved by Prometric are generally returned to the card used for the original transaction.
The refund form is available at Prometric Refund Request.
What Information Is Needed for a Prometric Refund?
A refund request should include:
- Candidate’s full name
- Email address
- Telephone number
- Exam sponsor
- Exam name or number
- Confirmation number
- Payment date and amount
- Reason for the request
- Cancellation confirmation
- Supporting documents
Candidates should avoid submitting repeated refund requests for the same transaction. Save the case number and use it when following up.
Prometric Reimbursement Requests
Prometric provides a separate reimbursement form for certain expenses resulting from a testing disruption without advance notice.
Requests are reviewed individually. Prometric states that:
- Loss of wages is not eligible.
- Lost vacation or sick time is not eligible.
- Car-rental costs are not eligible.
- Amenities are not eligible.
- Inclement-weather reimbursement requests are not processed.
- Hotel costs are not reimbursed when the testing site is less than 100 miles from the candidate’s home.
Prometric states that it generally emails a decision within seven to ten business days unless additional research or documentation is required.
Reimbursement requests must be submitted online rather than by telephone. The form is available at Prometric Reimbursement Request.
Prometric Appeals
A candidate may submit an appeal when an unusual event or condition during an examination caused a significant adverse effect on performance. An appeal may also be available when a personal hardship prevented the candidate from testing.
The appeal should include:
- A valid and specific reason
- The examination and appointment information
- A description of what occurred
- The effect on the candidate
- Supporting documentation
- An incident or case number when available
- The requested resolution
An appeal does not guarantee a score change, free retest, refund, or new appointment. The exam sponsor may participate in the decision.
The appeal form is available at Prometric Appeal Request.
Prometric Test Center Closures
Prometric maintains a closures and notices page for temporary test-center disruptions. Candidates should check this page before traveling, particularly during severe weather, emergencies, or regional disruptions.
If Prometric cancels an appointment, the candidate may receive instructions by email. The next steps can depend on the sponsor and may include:
- Automatic rescheduling
- Authorization to choose a new date
- An extension of eligibility
- A refund or voucher
- Instructions to contact the sponsor
Candidates should not cancel the appointment themselves after receiving a closure notice unless instructed to do so. A voluntary cancellation could be processed differently from a Prometric-initiated closure.
Prometric Testing Accommodations
Prometric provides accommodations for many examinations, subject to the sponsor’s approval process and applicable requirements.
Possible accommodations may include:
- Extended testing time
- Additional or longer breaks
- A separate testing room
- Assistive technology
- Reader or recorder assistance
- Permission for certain medical items
- Accessible workstations
- Other disability-related modifications
Candidates should request accommodations before scheduling unless their program instructs otherwise. Scheduling a standard appointment before approval can delay or complicate the accommodation process.
The accommodation process may require a candidate form, professional evaluation, and supporting documentation. Incomplete submissions may not be processed.
Accommodation information is available at Prometric Accommodations.
What to Bring to a Prometric Test Center
Identification requirements are controlled by the examination sponsor. Many programs require a valid, unexpired government-issued photo ID with a signature.
Depending on the examination, acceptable identification may include:
- Driver’s license
- Passport
- State or national identification card
- Military identification
- Another sponsor-approved document
The name on the identification must satisfy the sponsor’s matching rules. A nickname, missing surname, name change, or spelling difference can prevent admission.
Candidates should review the candidate bulletin to determine whether a second form of identification, authorization letter, calculator, reference material, or other item is required.
What Time Should You Arrive?
Many Prometric programs instruct candidates to arrive approximately 30 minutes before the appointment to complete check-in and security procedures. The exact requirement may differ by exam.
Late candidates may be denied admission and may forfeit the examination fee. Traffic, parking, building security, and unfamiliar test-center locations should be considered when planning travel.
Candidates should verify:
- The complete test-center address
- The building, floor, or suite number
- Parking instructions
- Public-transportation schedules
- The local time zone
- The appointment check-in deadline
Prometric Test Center Security Rules
Prometric uses security procedures designed to protect examination content and candidate identity. Sponsor-specific rules can be stricter than Prometric’s general policies.
Unauthorized items normally cannot be taken into the testing room. Examples include:
- Mobile phones
- Watches and wearable technology
- Purses and bags
- Notebooks and personal paper
- Food and drinks
- Outerwear
- Unauthorized calculators
- Recording equipment
- Study materials
Personal belongings are generally stored in a locker or another designated area. Candidates should bring as few unnecessary items as possible.
Weapons are prohibited in Prometric test centers.
Prometric Break Policies
Scheduled and unscheduled breaks are determined by the exam sponsor. Candidates should not assume that leaving the testing room stops the examination clock.
During a break:
- The candidate must follow the test-center administrator’s instructions.
- Access to lockers, phones, notes, food, or medicine may be restricted.
- The administrator must be informed before a stored item is accessed.
- The candidate must sign out and back in.
- Security screening is repeated before reentry.
- Identification may need to be presented again.
- Repeated or lengthy departures may be reported to the sponsor.
Accessing unauthorized material during a break can result in dismissal and a report to the exam sponsor.
What to Do if a Problem Occurs at the Test Center
Candidates should report a problem to the test-center administrator immediately rather than waiting until after leaving.
Examples include:
- Computer or software failure
- Excessive noise
- Missing authorized accommodations
- Incorrect examination
- Insufficient scratch material
- Room-temperature or lighting problems
- Proctor conduct concerns
- Interruption or evacuation
The candidate should ask the administrator to create an incident report and request the incident or ticket number.
After the appointment, the candidate can submit a complaint or appeal and include the incident number, exact times, names, and a detailed description.
Prometric Remote Testing With ProProctor
Some Prometric examinations are available remotely through ProProctor. Remote delivery is available only when authorized by the exam sponsor.
Before choosing remote testing, candidates should:
- Confirm that the examination is eligible.
- Perform the official system check.
- Review the current ProProctor guide.
- Confirm camera, microphone, and operating-system compatibility.
- Use a stable internet connection.
- Prepare a private and quiet testing room.
- Understand the sponsor’s break rules.
The remote-exam page is available at Prometric Remote Exam Experience.
How to Launch a ProProctor Exam
Candidates use the ProProctor Candidate Portal to prepare for and launch a remote appointment. The portal requires the confirmation number and the candidate’s last name.
Candidates should begin the check-in process at the time stated in their confirmation instructions. Many programs recommend starting approximately 30 minutes before the scheduled examination.
The candidate portal is available at Prometric ProProctor Candidate Portal.
ProProctor System Requirements
Requirements can vary by ProProctor version and exam sponsor. Candidates should rely on the current system check rather than an old compatibility list.
Common requirements and precautions include:
- A supported laptop or desktop computer
- A functioning camera and microphone
- A single active monitor
- A stable internet connection
- Administrator privileges when software installation is required
- Disabled VPN software
- Firewall and antivirus exceptions when required
- No unauthorized applications running
- A private indoor testing area
Chromebooks, tablets, phones, work-managed computers, multiple monitors, virtual machines, and restrictive corporate networks may not work for some examinations.
A device passing the system check in advance does not guarantee that no connection or security issue will occur on test day. Candidates should repeat the check close to the appointment.
Preparing the Remote Testing Room
The remote testing space generally must be private, quiet, indoors, well lit, and free from other people.
Candidates may be asked to:
- Show the desk and surrounding room
- Remove papers, books, phones, and electronics
- Disconnect additional monitors
- Show walls, doors, windows, and nearby surfaces
- Remove unauthorized jewelry or wearable devices
- Show that pockets are empty
- Present valid identification
- Allow inspection of permitted items
No other person should enter the room during the examination. Background conversation, interruptions, unauthorized movement, or leaving the camera view can lead to warnings or termination.
What to Do if ProProctor Does Not Work
If the remote software does not launch or the candidate loses connection, the candidate should:
- Follow the on-screen reconnection instructions.
- Use the Candidate Portal support option.
- Record any error message.
- Take a photograph or screenshot when permitted.
- Save the time the problem began.
- Request an incident or case number.
- Contact the exam sponsor when directed.
Candidates should not independently create another appointment or pay a new fee until they know how the interrupted session will be classified.
When filing a complaint, explain whether the problem occurred during system check, identity verification, room inspection, examination launch, or the active examination.
Prometric Score Reports
For many examinations, a preliminary or official score report is available after the examination. However, score timing and format are determined by the sponsor.
Possible result methods include:
- An on-screen result after completion
- A printed report at the test center
- An emailed score report
- An online Prometric report
- A report supplied later by the exam sponsor
Prometric states that most score reports are available upon completion, but candidates should consult their sponsor for exact information.
Certification and licensing decisions are generally made by the sponsor, board, association, or government agency—not by Prometric.
Prometric Customer Support Reviews and Complaints
Customer feedback about Prometric is mixed and varies by test center, examination, sponsor, and delivery method.
Positive comments commonly mention:
- A large network of test-center locations
- Convenient online scheduling
- Professional and helpful staff at certain centers
- Orderly check-in and security procedures
- Appointments beginning on time
- Clean and quiet testing environments
- Access to remote-testing options
- Score reports being available promptly for certain exams
Common complaints include:
- Difficulty reaching the correct support department
- Long telephone hold times
- Delayed email and form responses
- Confusion about whether Prometric or the sponsor is responsible
- Limited appointment availability
- Unexpected rescheduling or cancellation fees
- Delays receiving refunds
- Test-center closures or appointment changes
- Computer and software problems
- Remote-proctoring connection failures
- Lengthy or inconsistent remote security checks
- Concerns about proctor or test-center staff conduct
- Identification or name-matching disputes
- Difficulty obtaining a no-cost retest after a disruption
Some complaints concern policies established by an examination sponsor rather than Prometric. Candidates should identify which organization controls the disputed decision before filing a complaint.
Prometric BBB Rating and Complaints
As of July 2026, the Better Business Bureau profile for Prometric, LLC displays:
- BBB Accreditation: Accredited
- BBB Letter Rating: A+
- Customer Review Rating: Approximately 1.03 out of 5
- Number of Customer Reviews: 30
- Complaints During the Previous Three Years: 113
- Complaints Closed During the Previous 12 Months: 36
A BBB letter rating is not the same as a customer-review score. Customer reviews are not used in calculating the letter grade.
The BBB profile covers Prometric’s headquarters and corporate-owned locations. Experiences at individual third-party testing sites may differ.
Prometric Trustpilot Rating
As of July 2026, Prometric’s Trustpilot profile displays a rating of approximately 1.1 out of 5 based on about 482 reviews.
Recent reviews commonly discuss customer-service access, refunds, remote-proctoring procedures, technical interruptions, and staff conduct.
Prometric administers a large number of examinations, while users who experience serious problems may be more likely to publish reviews. Ratings should therefore be considered alongside the date, examination, location, sponsor, and circumstances described in each review.
How to File a Complaint With Prometric
Prometric provides a dedicated complaint option through its testing-support center.
Candidates with an unresolved problem can follow these steps:
- Report the problem immediately to the test-center administrator or remote proctor.
- Request an incident, case, or ticket number.
- Save the appointment confirmation and payment receipt.
- Write down the date, time, location, and names involved.
- Submit the official Prometric complaint form.
- Attach supporting documents and screenshots.
- Notify the examination sponsor when appropriate.
- Use the same case number when following up.
- Submit an appeal, refund, or reimbursement request separately when applicable.
The complaint page is available through Prometric Testing Support.
What Information Should You Include in a Prometric Complaint?
A complete complaint should include:
- The candidate’s full legal name
- Email address and telephone number
- Exam sponsor
- Exam name and number
- Eligibility or candidate ID
- Confirmation number
- Appointment date and time
- Test-center address or remote-delivery method
- Incident or ticket number
- A chronological description of the problem
- Names or descriptions of staff involved
- Error messages or technical information
- Copies of emails and payment records
- The specific resolution requested
Candidates should not post full identification numbers, payment-card details, passwords, examination content, or confidential test questions in public reviews.
What to Do if Prometric Does Not Resolve a Complaint
If a complaint remains unresolved, candidates can:
- Follow up using the existing case number.
- Contact the examination sponsor.
- Submit the appropriate appeal, refund, or reimbursement form.
- Request escalation when available.
- File a factual complaint with the Better Business Bureau.
- Contact an applicable licensing board or regulatory agency.
- Ask the payment provider about available dispute procedures when a valid refund remains unpaid.
A payment dispute should not be used to avoid a valid examination fee or sponsor policy. Candidates should preserve all records and allow the organizations a reasonable opportunity to investigate.
Tips for Getting Better Support From Prometric
- Start with the page for the exact examination.
- Save the candidate bulletin and sponsor policies.
- Keep the confirmation number readily available.
- Verify the legal name and identification requirements.
- Check the appointment time zone.
- Review cancellation deadlines immediately after scheduling.
- Arrive or begin remote check-in early.
- Perform the remote-system check more than once.
- Report problems before leaving the test center.
- Request an incident number.
- Use one support case for each issue.
- Attach supporting documents to the first request.
- Contact the sponsor when Prometric does not control the policy.
Is Prometric Customer Service Good?
Prometric provides a broad network of test centers, online scheduling tools, remote-testing options, candidate-help resources, accommodation support, complaint forms, and separate processes for refunds, appeals, and reimbursements.
However, customer experiences appear mixed. Independent review sites contain frequent complaints about reaching support, obtaining refunds, technical problems, remote-proctoring procedures, rescheduling, and communication between Prometric and exam sponsors.
A central challenge is that Prometric administers examinations under rules established by many different organizations. Candidates may be transferred between Prometric and the sponsor when responsibility is unclear.
The most effective approach is to begin with the exact examination page, retain all confirmations, understand the sponsor’s policies, report test-day problems immediately, and obtain an incident number before leaving or disconnecting.
Comparing Prometric With Other Testing Providers
Prometric competes with testing and assessment providers such as Pearson VUE, ETS, PSI, Meazure Learning, and Kryterion.
Candidates comparing testing providers should consider:
- Whether the exam sponsor permits a choice of provider
- Test-center availability
- Remote-testing availability
- Scheduling and rescheduling fees
- Cancellation and refund policies
- Identification requirements
- Accommodation procedures
- Technical requirements
- Customer-service contact methods
- Score-report timing
- Complaint and appeal procedures
In many certification and licensing programs, the candidate cannot independently choose the testing provider because the exam sponsor has an exclusive delivery agreement.
Large companies and professional organizations may use assessment providers for employee, technical, licensing, or certification programs. Companies frequently searched by users include IBM, Apple, and Walmart. Candidates should verify the current testing provider for their particular program because partnerships can change.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is not affiliated with Prometric, Prometric LLC, any Prometric test center, or any examination sponsor. Contact methods, telephone numbers, service hours, addresses, fees, scheduling policies, ratings, and examination procedures may change.
Candidates should verify current information through the official Prometric website, their examination sponsor, candidate bulletin, and appointment-confirmation materials before scheduling, cancelling, travelling to a test center, or beginning a remote examination.
CustomerServiceNumbers.com also provides a rating and comment section where candidates can describe their own experiences with Prometric.
Prometric does not provide customer support directly through this website. For examination-specific assistance, candidates should use the official Prometric program page, support form, or contact information supplied by their examination sponsor.
