Certification Exam

Submitted by Customer Support on

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Submitted by Customer Support on Mon, 06/16/2025 - 15:48

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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.

Please be advised that a phone number is not needed to create a 2-factor authenticator. Please be advised if you have not downloaded the app it must be downloaded in order for the set up.

Sincerely,

TheHUDhousingcounselors.hud.gov Support Team

Good morning. My name is Alexia Smith. I've been calling you guys for like the last three weeks trying to get my test date rescheduled. So at this point it probably has passed. And so I'm gonna need someone to reach out to me on how we can fix that 'cause I paid $60.00 for it. And the issue is I can't authorize to log into the website for some reason. I think that the authorization was linked to my old phone which I no longer have access to. I called you guys last week to ask for AQR code so I could get it resent. I got an e-mail the next day stating say you could just log in. That wasn't the case so I went to log in and I'm still unable to. So if someone could please reach out to me. My phone number is 318-730-5887. Thank you.

email
Smithalexia9@gmail.com
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