Is my login for ProctorU the same as the credentials I use on my institution website?
Not necessarily. The credentials you use to log into ProctorU are chosen by you at the time you create your ProctorU profile.
What if I forgot the username/password to my institution’s testing website?
Unfortunately, we cannot help you recover the username or password for your testing website.
Does my exam begin when I connect with ProctorU?
No, the allotted time for your exam does not begin until the exam has been unlocked by your proctor.
I forgot my ProctorU password. What can I do?
Click here if you forgot your password. Enter the email associated with your account and we’ll send you a password reset email.
Are breaks allowed during my exam?
It depends on the rules your institution or organization gave us. Your proctor will be able to tell you the day of your exam if any breaks are allowed and how many you can take.
What time should I arrive for my exam?
Arrive at the time you selected when you scheduled the exam. If you have any technical difficulty or any other problems preventing you from logging in at your scheduled exam time, use Live Chat or call us at 855-772-8678.
Can you bill me later for the cost of my exam?
Not at this time. If there is a fee for your exam, it will need to be paid in full before your appointment. However, many school bookstores have ProctorU access cards available that can be purchased in advance with financial aid funds. Contact your campus bookstore for more information.
How far in advance should I cancel or reschedule an exam?
Let us know at least 24 hours before your appointment if you need to cancel. If you fail to show up for a scheduled exam without notice, you will not be eligible for a refund.
If you reschedule your appointment to be taken within 72 hours of scheduling, you will be charged an additional fee. To avoid it, schedule exams at least 72 hours in advance.
Will the proctor be able to access my personal computer files and documents without my knowledge?
Our proctors cannot secretly access your computer files. With your permission, proctors have the ability to view your screen and utilize the mouse and keyboard as if they were sitting next to you.
Once the exam starts, the proctor will monitor everything on the screen, but can no longer use your mouse and keyboard. During the entire process, a chat box is running and you can see what permissions the proctor currently has at any time.
The entire chat is saved, including a record of what actions the proctor took while accessing your computer.
Where do the identity challenge questions come from?
Data for the challenge questions come from a consumer database. The data are public records collected primarily from state and federal government sources. Federal and state laws place restrictions on the use of some of these sources, but some information is considered in the public domain, meaning anyone has access to it. Information in the public domain often includes telephone directory listings, professional registries, and classified ads.
ProctorU does not know the answers to these questions, nor does it collect or store your answers to the questions.
What do you do with my personal information?
We only collect limited personally identifiable information (PII) for verifying your identity and reporting proctored session information to your institution or organization. ProctorU is a signatory of the Student Privacy Pledge and we protect your information as if it were our own. We do not share or sell your information to third parties for marketing purposes, nor do we market directly to you. View our Privacy Policy for more information.
I need immediate assistance, is live support available?
Live support is readily available if you are having trouble getting connected with a proctor or other issues preventing you from taking an exam.
1. Log in to your account.
2. Look for the Chat Now button in the lower right corner of the screen.
3. Fill out the form and you will be connected with a chat support specialist.
You can also access chat by clicking here.
NOTE: If you use privacy/ad blocking plugins like Ghostery with your browser, the Chat Now button may not be displayed. This is because plugins like this block websites from loading certain functions.
Go in to your plugin settings and unblock/whitelist LiveChat Inc.
I am on the proctoring page but I don’t see my proctor. What should I do?
1. Make sure you’ve gone to Step 1 and clicked the Click Me! button.
2. Run or save the program — if you chose save, locate the downloaded file Support-LogMeInRescue and run it to connect to your proctor.
3. If you continue to experience problems, use the Live Chat feature above or call us at 855-772-8678.
When I try to login, I get a white screen or error message. What’s happening?
Our scheduling system uses the latest SSL certificates. Older browsers no longer support the SSL certificates that we use. Please upgrade your web browser to the latest version. You should be able to access the scheduling system once you have upgraded. If you still need help, call us at 855-772-8678.
When I try to connect to a proctor on my Mac, I receive an error message that the app can’t be opened because it was not downloaded from the Mac App Store.
While our screen-sharing tool is used by Fortune 500 companies, it is not available via the Mac App Store. To run it:
1. Go to Apple menu > System Preferences > Security & Privacy > General
2. Select Mac App Store and identified developers
More information can be found via Apple.