Final Response Notes
TFA instructions provided/Certification Exam-No Shows & Cancellations Policy
I am locked out of my account and I had my exam scheduled for today at 10:30am. I tried logging in and got a contact support to reset account pop-up. I tried using a different password and got a different message, so I know that I'm using the correct password. I've sent a support ticket to Kryterion as well. I'm really bummed, I studied so hard and now I'm afraid I'll be seen as a no-show when I genuinely tried my best to do this the right way. Can I please have instructions on how to reschedule and not run into this issue again. Thank you.
email
a.welch@bridgingcommunities.org
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HUD's Office of Housing Counseling
Comments
Dear Arreyona, To cancel or…
Dear Arreyona,
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
Original Ticket Body:
my name is ariana welch my number is 313-910-1056 oh i'm locked out of my account i haven't i have an exam scheduled for 10:30 and i can't access my account
Dear Ar'reyona
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