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Submitted by Customer Support on Mon, 05/12/2025 - 11:18

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Dear Crystal,

Support has reset your account. Please note you will be required to set up two factor authentication upon log in. Failure to do so will result in your account being locked again.

Below are two links to assist in setting up your two-factor log in. Support highly recommends downloading one of these applications on your mobile device.

About Microsoft Authenticator - Microsoft Support

Get verification codes with Google Authenticator - Android - Google Account Help

Get verification codes with Google Authenticator - iPhone & iPad - Google Account Help

Sincerely,

The HUDhousingcounselors.hud.gov Support Team

Submitted by Customer Support on Mon, 05/12/2025 - 11:20

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Dear Crystal,

To cancel or reschedule your exam, sign in to HUDHousingCounselors.hud.gov and select Access Exam Details in the Countdown to your Exam! section of your User Profile Dashboard. 

Follow the steps to reschedule or cancel your scheduled exam (canceled exams will be refunded to the credit card used), then follow the steps to schedule a new exam.

ONLINE EXAMS - Candidates are free to reschedule or cancel an online test session up to 24 hours before the scheduled testing time. Rescheduling an exam within 24 hours will result in no refund for the original exam date and a $50 fee to schedule a new one. Candidates who do not reschedule at the time of cancellation or miss their testing time will not be issued a refund and must purchase a new exam for $60. Be advised, 24 hours is not 1 business day; it is 24 hours prior to the scheduled exam start time. Candidates should contact Support if canceling an exam with accommodations.

Please note: if you are unable to launch your online exam or re-launch your suspended online exam before it expires, you must contact Kryterion Online Support immediately for assistance or you will be considered a no-show.

EXAMS AT A TEST CENTER - Candidates are free to reschedule or cancel an exam at a test center up to 72 hours before the scheduled testing time. Rescheduling an exam within 72 hours will result in no refund for the original exam date and an $85 fee to schedule a new one. Candidates who do not reschedule at the time of cancellation or miss their testing time will not be issued a refund and must purchase a new exam for $100. Be advised, 72 hours is not 3 business days; it is 72 hours prior to the scheduled exam start time. Candidates should contact Support if canceling an exam with accommodations.

Candidates may submit a request for a refund or fee waiver due to a documented personal emergency. Each request is reviewed on a case by case basis, and fee waivers are not guaranteed.

Please see the CANCELLATIONS DUE TO EXTREME WEATHER OR LOCAL EMERGENCIES policy.

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Hi there, good morning. I have kind of a long story. I have been struggling to log in since Friday. My exam was originally set for Friday at 10 AM and I was not able to get in. I eventually I talked back and forth with criterion they said that they really couldn't help me get in there. The problem is now that when I go to login it tells me that I have to contact support. Almost like they have taken me out. So I don't know if I need to re register or anything like that, but I had rescheduled my exam for today at 10 and I'm still struggling. I'm actually on the phone with my job IT and they're not sure what to do. So they did find this number and it actually sounds correct to me. So I basically I think I don't know if I have to re register or if you have folks have to put me back in or if my woman in HR has to re register me. I just know I can't get in and I have to get this test taken. So anyway my name is Crystal Doe. CRYSTAL, last name is DOE and my phone number is 508-414-0370. And I would totally appreciate it. Yeah. So anyway, I think we need you. Thanks. Bye. Bye.

email
crystaldoe71@yahoo.com
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