Below list are compiled common questions regarding PSI Bridge exams.
Q: What do I do if the keys/buttons/functions are not working during the test?
A: If you encounter any issues with keys/buttons/functions that are not working, you may try the following steps:
- Reload/Refresh the screen by right-clicking on any blank space on the screen and selecting the "Reload" option or going to the "View" option on the upper left of the PSI Secure Browser and selecting "Reload" there.
- If the problem still persists, close the Secure Browser by using the "X" symbol on the upper right of the browser and relaunch the Secure Browser application and clear your cache.
- Relaunch the PSI Secure Browser.
Q: What are the ways I can pay for the test?
A: PSI accepts Visa, Mastercard, American Express, Discover, or JCB credit cards.
Q: Will the proctor be able to help me?
A: PSI proctors can assist with basic troubleshooting. They will be able to direct you to technical support should the need arise. Proctors do not assist with exam content.
Q: How is my test scored/graded?
A: Please refer to your test sponsor’s guidelines on how the test and scoring are developed.
Q: Why won’t the system accept my voucher or coupon code?
A: If you are still having issues, contact the individual that provided the voucher/coupon code to verify that the voucher/coupon code is valid and active.
Q: How do I obtain a refund?
A: If you paid for your test through PSI, a refund will be initiated upon cancellation. Please allow 7 to 10 business days to process the refund. If you used a voucher, the voucher reactivates. If you paid for your test through your exam sponsor, please contact them regarding a refund.
Q: What if I need to reschedule my test?
A: Depending on your test sponsor and their rules for rescheduling, you may be able to reschedule your test, up to 24 or 48 hours prior to your scheduled start time.
Please refer to your test sponsor’s guidelines or your confirmation email for information regarding test rescheduling.
If you do not reschedule your test in accordance with the rules outlined by your test sponsor – and you do not take your test at the scheduled time – you will forfeit your testing fees.
Log into the scheduling portal where you booked your original appointment. Use the reschedule button and follow the prompts.
Q: What do I do if I need an accommodation for my test?
A: Please refer to your exam sponsor’s guidelines on accommodations.
Q: What if I want to cancel my exam?
A: If your test sponsor permits cancellations, you may do so at any time up to 24 or 48 hours prior to your scheduled time.
Please refer to your test sponsor’s guidelines or your confirmation email for information regarding cancellations.
If you do not cancel your test in accordance with the rules outlined by your test sponsor, you forfeit your testing fees.
Log into the scheduling portal where you booked your original appointment.
Use the cancel test button and follow the prompts.
If you paid for your test through PSI, a refund will be initiated upon cancellation. Please allow 7 to 10 business days to process the refund.
If you used a voucher, the voucher reactivates.
Q: May I have water or a snack/food while taking my test?
A: Please refer to your test sponsor’s guidelines on what is allowed during the test. You will be required to acknowledge the rules of the test prior to connecting with a proctor.
Q: How do I see my results or score after I finish my test?
A: Please refer to your test sponsor’s guidelines on test results. If your test sponsor indicates results or scores will be available on screen immediately following the test, but they do not appear, please contact a PSI candidate services representative. If your test sponsor indicates results or scores will be emailed to you, please check your SPAM folder. The email will come from noreply@psiexams.com to the email address with which you registered. If you are unable to find your email, please contact a PSI candidate services representative.
Q: What do I do if I need more time to complete my test?
A: Once proctor releases your exam, the exam time clock begins to run. PSI proctors are unable to add time. If you are disconnected during your exam, the exam time will continue. If you will require more time, please refer to your test sponsor’s information regarding special accommodations.
Q: What happens if I accidentally close the PSI Secure Browser?
A: You can simply relaunch the PSI Secure Browser and it will bring you to the last question you answered in the exam.
Q: Nothing happens when I click on Continue/Submit. What do I do next?
A: If you see no activity or movement after clicking on Continue/Submit, please try to follow the following steps:
- Close the PSI Secure Browser by using the "X" symbol on the upper right and relaunch the PSI Secure Browser application.
- Reboot your computer and relaunch the PSI Secure Browser.
Q: What should I do if I don’t have a web camera?
A: Some computers have a built-in web camera. A web camera is a required piece of equipment for your exam, you will need to obtain a different supported device with a web camera.
Q: What should I do if I don’t have a microphone?
A: Most computers have a built-in microphone. A microphone is required for you to take the exam. You will need to obtain different supported device with a microphone.
Q: Must I agree to the Terms and Conditions?
A: For you to proceed with the exam, you must read, understand and accept the terms and conditions. You may decline but you will not be able to take your exam.
Q: Should something happen after I click on Launch Exam?
A: Yes, the PSI Secure Browser should begin to download after clicking on Launch Test. If this does not happen, make sure you allow pop-ups in your browser. Please also check whether you have already downloaded and installed the PSI secure browser. If so, remove/uninstall it from your computer and download the latest version.
Q: What do I do if I cannot reach my dashboard?
A: To access your account dashboard, please make sure to log in to your sponsor’s site the same way you did to schedule or you may also log in to https://home.psiexams.com/#/home if you originally created an account with PSI. Please ensure the settings for your browser are not restricted. If further issues arise regarding your login credentials, please reach out to our Candidate Support Team and inform them you need assistance from ESTECH.
Q: Why isn’t anyone responding to my chats?
A: Once you initiate a chat, you should expect a response within 3 minutes or less. If you do not receive a response within this timeframe, it may indicate a bandwidth issue, and your messages are not being received by the proctor, a candidate services representative, or technical support. In this case, please close the PSI Secure Browser by using the "X" symbol on the upper right and relaunch the PSI Secure Browser application.
Q: What happens if I registered for the wrong test?
A: For rare instances that you have registered or scheduled for the wrong exam, you will need to schedule another appointment for the correct exam. Please check with your exam sponsor to verify the requirements.
Q: Why do I need to retake my room scan?
A: You will be required by the Proctor to use your camera to capture a video or “ 360 degree scan” of the room, including your desk area, underneath your desk, devices, scratch paper, or materials you are allowed/not allowed for the exam. Please make sure to follow the instructions shown on the Secure Browser during your "check in" to avoid getting rejected by the proctor.
Q: Why do I need to retake my selfie?
A: To validate your identity, a proper selfie picture is required. An accurate selfie includes ensuring your face is in the middle of the frame without obstruction. To avoid a test violation, you will also be asked to remove any blue tooth devices, earbuds, or headphones. Please make sure to follow the instructions shown on the Secure Browser during your "check in" to avoid getting rejected by the proctor.
Q: Why can’t I connect using my Chromebook?
A: At this time, Chromebooks are not supported devices. Although you will be able to pass the system check, the PSI Secure Browser will not work on a Chromebook, and you will need a different device to complete your test. Please confirm with our PSI Bridge System Requirements page for supported devices that you can use to take your exam.
Q: Why isn’t my scheduled test appearing on my dashboard?
A: If you are unable to see your exam from your dashboard, please try the following steps:
- Verify that you have logged in with the correct username and password.
- Close your browser, clear your browser cache, and try logging in again.
- If you merged multiple accounts with your test sponsor, you need to have your test updated to the new account.
Q: I lost connection to my test. What do I do?
A: If you lost connection or got disconnected from your exam, you may:
- Relaunch the PSI Secure Browser.
- The test will resume at the last completed question.
Q: What are the system requirements for the online proctoring platform, PSI Bridge™?
A: Please review our PSI Bridge System Requirements page.
Thank you,
PSI Support
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