Dear Alexia,

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:

Hello, my name is Alexia Smith. My e-mail address is smithalexia9@gmail.com. I absolutely cannot log into my account due to the two step verification and I can't submit a ticket to you guys online because it's not allowing me to. I really need to gain access to my account so that I can reschedule my testing. I've been having this issue for about two weeks now and I haven't heard back from anyone so if someone could reach out to me. I'm in the process of moving so I can't take my test. I need a couple more weeks. Please reach back out to me again. My e-mail address is smithalexia9@gmail.com. My phone number is 318-730-5887. I mean, I've already paid for the testing so I would hope that someone would reach back out because it's just unfair that I can't submit the ticket online

Dear Alexia,

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