We are here to help

If you encounter a technical problem once you have launched your exam (after completing the pre-exam checks with the proctor), in the first instance, if possible, you should connect with the live proctor for help by using the on-screen chat function.

If the problem arises after the live examination session has been started by the proctor, you should still be able to speak with the proctor. If the proctor is unable to help you resolve the technical problem, you will be transferred to a technical support representative.

All available technical support team members aim to resolve technical issues in a timely fashion to minimise disruption to you. If you encounter a computer malfunction or lose your internet connection during an exam, please follow these guidelines:

1. Don't panic, it is important you remain calm, and that ALL your actions at ALL TIME throughout any period of disconnection and reconnection, comply with the ABPI Exam Regulations (see here).

2. Leave your computer as it is and check your power supplies and network cables, that may have caused loss of connection.

3. When the proctor detects that you have lost your connection, the proctor will automatically pause the exam to preserve its integrity, however, the timer cannot be stopped. You will receive a pop-up message which states your exam has been paused. DO NOT AT THIS POINT, NOR ANY POINT DURING A DISCONNECTION ISSUE, ‘SUBMIT’ YOUR ASSESSMENT, as this would ensure your attempt is irretrievably lost and you will forfeit your exam fees for that session.

4. If you can re-establish the connection without shutting down your computer, then it should be possible to communicate with the proctor verbally once reconnected, and for the proctor to then unlock your exam so that you may resume. We recommend that you wait 3 minutes from the moment of receiving the pop-up before fully shutting down your laptop/computer.

5. Depending on the nature of the disconnection, the proctor may be able to send you a separate email with a new link to the exam session. Therefore, after you have restarted your laptop/computer, navigate to your email to access this.

6. If you're unable to re-establish connection, the proctor is required to terminate the exam session. If this happens, please contact the ABPI Examinations Team immediately at exams@abpi.org.uk and you will receive a response within 1 working day.

If the technical difficulty you experience occurs after having completed all the pre-exam checks and once the proctor has officially started the live examination session, an exam seat will have been used. You will need to schedule a new appointment for the exam.

Please note that if you experience a technical issue during your exam, the counting timer will not be paused. Furthermore, the proctor does not have the authority to add time on at the end of your examination.