Dear Counselor,

After signing in to the HUDHousingCounselors.hud.gov site, users are not required to enter username and password credentials to access Webassessor. Your HUDHousingCounselors.hud.gov user account automatically logs you into Webassessor.

There is a known browser error in which candidates are sometimes kicked out of Webassessor and asked to log back in.

If you have successfully logged into HUDHousingCounselors.hud.gov and receive a message to log into Webassessor, DO NOT try to log in or reset your Webassessor password. Follow these steps instead:

1. Clear your browser's cache and/or
2. Try a different web browser
3. Navigate to the Exam Pre-launch page
4. Proceed to the Exam Status Center to schedule or launch the exam

If you continue to have trouble with Webassessor, please contact Kryterion Support. If Kryterion Support advises you to contact HUDHousingCounselors.hud.gov to address the issue, ask to speak to a supervisor. 

If you experience issues with exam set up, launch, or during your exam, contact Kryterion Support immediately:

• Live Chat for URGENT Assistance: Go to Online Proctoring Support, then select “Chat with an Expert" near the bottom of the screen. You may need to exit the exam page and access the link in a new window. After you enter your name and email address, the system should tell you how many people are ahead of you. Please wait for a Kryterion technician for assistance.
• Webform: Go to Contact Support, then complete the form, including a detailed description, and submit. Webform responses may take up to 72 hours.

Candidates may experience long wait times for support during times of high volume. If your exam times out while you are waiting for support, Kryterion should reschedule you at no charge. 

Sincerely

The HUDHousingCounselors.hud.gov Support Team