Contact Us Form

Contact Pearson VUE Customer Services

This email form is primarily for assistance with the following:

  • Test Incident Investigation Requests (see further details below)
  • Edit name on Pearson VUE account (upload ID/change of name certificate)
  • Concession voucher refunds (provide your concession voucher code)

Submit your request via the form below. Please allow up to 5 business days to receive an email response.

There may be a delay dealing with your request if you do not complete all the fields or the information you provide does not match your account details.

Tests cannot be rescheduled or cancelled by email. Rescheduling and Cancelling can be managed through your Pearson VUE account.

For general queries about the test, please refer to the website and FAQs


Please ensure you have read the information about Test Incidents before submitting your request.

Requests must be submitted within 1 day of your test in order to be investigated. Issues that were not raised at the test centre are not investigated.

Complete the form below to request an incident investigation. Your details must match your account. 

Provide a brief explanation of the incident, which makes clear:

  • in which subtest the incident occurred
  • action taken by you and test centre staff
  • an estimate of any time lost (if relevant)

Once a request has been submitted, your case will be investigated by Pearson VUE and the outcome reported back to you by email within approximately 7 business days.