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  Frequently Asked Questions  
Questions
GUARANTEE 1.   How do I make a claim for the Money Back Guarantee?
PAYMENT 2.   What are the ways that I can make my payment?
3.   When paying, the Paypal username and password were already filled up by the browser's auto-fill feature, but the 'Login' button is disabled. I cannot login to Paypal.
4.   When paying, Paypal does not show any option to pay using a credit card. It seems that it is required to have a Paypal account.
GENERAL 5.   Sometimes, the circle that rotates when a page is loading, stops rotating.
  6.   When using an Opera Mini browser, everything seems to be slow.
TAKING TEST 7.   While taking the test, can I disconnect the internet connection?
  8.   My internet connection is slow. Will the 'Just Like The Real Test (Timed)' type of test-taking be affected? In other words, will my test taking be less realistic because of the slow internet connection?
  9.   'All of the sets of tests contain the same questions.'

or, 'I tried to take Test Set 2 but I still get the same Test Set 1 content.'

or, 'I selected the "Review (Answers Shown, Untimed)" test type but the test proceeds with the 'Just Like The Real Test (Timed)' type.'
  10.   When I am taking a test using a Safari browser, the screen flickers when I choose an answer. Can it be fixed? Should I use another browser? What should I do?
  11.   What happens if I use a browser that is not supported?
12.   While taking a test, why is the 'Previous Question' button disabled? It is very inconvenient as we can't review or change the previous answers once we go to the next question.
 
Answers
GUARANTEE 1.   How do I make a claim for the Money Back Guarantee?

You can use the Contact Us page.

PAYMENT 2.   What are the ways that I can make my payment?

Please find the details at the 'Payment Methods' page.

3.   When paying, the Paypal username and password were already filled up by the browser's auto-fill feature, but the 'Login' button is disabled. I cannot login to Paypal.

This is a known Paypal issue on some browsers. Please retype your userid and password, and the Paypal 'Login' button should become enabled.

4.   When paying, Paypal does not show any option to pay using a credit card. It seems that it is required to have a Paypal account.

The option to pay by credit card is not available in some countries. You can refer to PayPal Offerings Worldwide.

One way is to go ahead and create a Paypal account.

We apologize for any inconvenience caused by this issue.

GENERAL 5.   Sometimes, the circle that rotates when a page is loading, stops rotating.

This is a known issue on some browsers. The system is not hanged; the image just stopped rotating. Wait for a while; the loading of the page will complete.

6.   When using an Opera Mini browser, everything seems to be slow.

The Opera Mini browser causes this slowness. You may want to use another supported browser.

Related information: Browsers Best Viewed On

TAKING TEST 7.   While taking the test, can I disconnect the internet connection?

Yes, but not all the time.

When taking a test, the below are the 3 times that an internet connection is needed. You can disconnect the internet connection on other times (while taking a test).

1.   After you selected which test to take, and have selected your test preferences, the internet connection is needed to get the test from the system. You need an internet connection on this. Otherwise, you wont be able to take the test.
2.   If you want to comment about a test by using the 'Comment About This Question' feature, an internet connection is needed. Otherwise, your comment cannot be sent to us over the internet.
3.   When you submit your test for scoring, you will see your score. You dont need an internet connection on that. However, at that same time, we will also attempt to save your test so that you can access or review it later (for example, to see what questions you missed). If there is no internet connection, your test will not be saved.

8.   My internet connection is slow. Will the 'Just Like The Real Test (Timed)' type of test-taking be affected? In other words, will my test taking be less realistic because of the slow internet connection?

No. The 'Just Like The Real Test (Timed)' type of test-taking is not affected by slow internet connection.

There are a few times that you need the internet connection during test-taking. However, it is not during the main test-taking period.

The main test-taking period does not need internet connection. Therefore, slow internet connection will not affect the real-time nature of the test-taking.

You can refer to another question in this page, for related information on internet connections: While taking the test, can I disconnect the internet connection? .

9.   'All of the sets of tests contain the same questions.'

or, 'I tried to take Test Set 2 but I still get the same Test Set 1 content.'

or, 'I selected the "Review (Answers Shown, Untimed)" test type but the test proceeds with the 'Just Like The Real Test (Timed)' type.'


You are most likely using a device/browser that we currently dont support.

For more information, please refer to the Browsers Best Viewed On page. It contains the list of devices and browsers that are supported. You will notice that currently, Internet Explorer is not supported.

One of the browsers widely-supported by us is Google Chrome (Chrome can be downloaded for free). For the links on where to get Chrome, please refer to the Browsers Best Viewed On page.

10.   When I am taking a test using a Safari browser, the screen flickers when I choose an answer. Can it be fixed? Should I use another browser? What should I do?

We are currently working on this issue. It is a visual issue, and does not affect your test. You can continue to take the test and ignore the flicker.

For more information, please refer to the Browsers Best Viewed On page.

11.   When taking a test, what happens if I use a browser that is not supported?

When taking a test, if you use a non-supported browser, the test system may not run properly, or even not run at all.

For more information, please refer to the Browsers Best Viewed On page.

12.   While taking a test, why is the 'Previous Question' button disabled? It is very inconvenient as we can't review or change the previous answers once we go to the next question.

When the'Just Like The Real Test (Timed)' or 'Just Like The Real Test, But Untimed' test type is chosen, the 'Previous Question' and 'Review Screen' buttons are disabled until the last question is reached. At that point, both buttons mentioned will be enabled, and both buttons can be used from that point on as per normal. This is how the real test runs at the real testing center.
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