Help and support
Get help with your account or assessment
Support is by email. Write to the address that matches your question, quote your account email and, for a payment, the order reference shown in Billing. Universities and employers with programme questions use the contact form instead.
Candidate support: support@globalpassplus.com.
Who to write to
One address for each kind of question
Account, payment and sitting help
Sign-in and verification problems, a payment that has not unlocked an assessment, a sitting that was interrupted, results, certificates and refund requests.
Helpdesk for defects
Something on the site or in the assessment console that does not work as described. Include the page, your browser and what you expected to happen.
Accessibility and accommodations
Questions about extra time, breaks, font and contrast controls, or an accommodation request before a sitting.
Security
Report a vulnerability or suspected misuse of an account or certificate. Do not include credentials in the message.
Help for an assessment
Before, during and after a sitting
Before you start
- Run the device check from your dashboard. The scored assessment needs a tablet or computer, a stable connection and a quiet hour.
- Request extra time or breaks from the dashboard before the sitting; they are applied when the assessment is created. See Accessibility.
- A paid assessment that has not unlocked within a few minutes of checkout: open Billing and check the order status, then email support with the order reference.
During the sitting
- The server owns the timer. If your connection drops, stay on the assessment screen, reconnect and continue; answers are saved locally and synchronised. A connection event is not a misconduct finding.
- If the console will not load or a question will not render, note the question number and the time, then write to the helpdesk.
After you submit
- Objective items are scored automatically and the result appears in your account. A result that is withheld for review shows that status and how to respond.
- Certificates and score reports download from My certificates. Anyone can check a certificate at Verify Certificate.
- Refund requests follow the refund policy.