Any candidate who encounters an issue on exam day should notify PSI either by sending an email to email@example.com, or calling 833-333-4755. Please be sure to reference your account ID number in your communications. If you would like to inform PRIM&R staff about an issue you experienced on exam day, please do so by sending a detailed email to firstname.lastname@example.org, and we will do what we can to assist.
During the check-in process, your proctor will issue instructions on how to handle problems you might encounter during your exam. Please follow their instructions.
For remote proctored exams, if you encounter an issue that disconnects you from your exam, you will be issued a case number, and the issue will be put in queue for resolution. PSI will reach out to you to reschedule your appointment, and this is generally resolved in 24 hours.
For in-person exams, candidates should report any issues they experience during their exam to PSI within two days of taking their exam. Issues may be reported by phone or email; you will receive a case number, and the issue will be put in queue for resolution.
Please be sure to answer your phone (the number may be unfamiliar) when you are expecting a callback. Client services do most of their work by phone, which means that you will probably be put on hold when you return their call, but you will be on the line for assistance.
Once you are issued a case number, please do not call or email PSI for an update that same day. These actions simply clog the phone lines and lengthen the queue, slowing down client services’ work and potentially delaying your scheduled callback.