Once you’ve started your exam, you will have access to ProctorU’s live technicians. The live technicians should be your first point of contact if technical issues occur. To access ProctorU’s technicians, click on the owl icon at the top right of your screen and click ‘help’. You will be directed to fill out an online form and will be connected to a technician. Please be patient as this can take several minutes. Don’t worry about the wait, your exam will not start until you complete the setup steps and start the exam yourself.
If your issue cannot be resolved by ProctorU support, email email@example.com and provide the following:
- The name of the ProctorU technician you spoke to by direct chat or phone
- The time you contacted the technician
- Your Member ID
- Details of the Incident
- An alternate date & time for re-booking
- A screenshot of your full computer desktop including the date and time on your computer
Note: You must provide the Insurance Institute with the above after any technical issues occur that cannot be resolved by ProctorU support, otherwise you will be considered absent.
If you need help with your exam scheduling or rebooking, contact:
Member Services: 1-866-362-8585 (option 1) or firstname.lastname@example.org
Monday to Friday, 8 a.m. to 7 p.m. EST, or
Examinations Department: 416-865-2260 or 1-866-362-8585 (option 7) or email@example.com
Monday to Friday 7.30 a.m. to 5.30 p.m. EST