Ticket from Sarah Raney - HECM Exam

Submitted by MAIU57 on

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Submitted by Customer Support on Thu, 04/03/2025 - 08:13

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Dear Sarah,

Support received a ticket for this candidate and a voicemail. Support has reached out to her to advise why and how to move forward. 

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,

TheHUDhousingcounselors.hug.gov Support Team

Hi, we have a number of counselors with our organization who have had issues launching the exam. the most recent one the exam was "suspended" so she was not able to launch. If we have technical issues who do we contact for help with the online HECM exam? The Kryterion chat is not helpful and the phone number "210-489-1461. Hours of operation are 8:00 a.m. to 4:30 p.m. Eastern time Monday–Friday except Federal holidays" isn't able to provide quick enough support when an exam is not launching or in "suspended" status and the counselors have to keep rescheduling just want to be able to avoid this in the future. Any information would be helpful
email
sarah.raney@moneymanagement.org
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