Support
A real person reads every message. Most questions are answered below, if yours is not, write to us and we will get back to you.
We reply within one business day. If a child is sitting a test right now and something has gone wrong, say so in the subject line and we will pick it up first.
Passcodes and accounts.
My child’s passcode does not work
The passcode is nine characters, all lowercase, with no 0, 1, i, l or o in it, those are left out so nothing can be misread. Spaces and dashes are ignored, so it does not matter how it is written down. If it still refuses, open the parent portal, go to Your children, and read the passcode there; you can copy it or change it.
My child has no email address
They do not need one. A student signs in with the passcode alone, there is no email, no username and no password to remember.
Too many tries
After twenty wrong passcodes from one place we stop accepting more for an hour. That is there to protect other families’ children. Wait a little while, then check the passcode in the parent portal and try again.
I cannot get into the parent portal
The portal is your own account, so sign in with the email address you signed up with. If your child is signed in on that device, sign them out first, the portal will tell you when that is what is in the way.
Pausing, stopping and starting again.
Can my child stop part way through?
Yes. Every exam has Pause and Finish later. Finish later saves the answers so far and the time remaining, and the test can be picked up later, on any device, signed in to the same account.
The app closed in the middle
Nothing is lost. Answers are saved to the account as the test goes along, not just at the end. Signing in again offers Continue your test, with the clock where it was.
What is the PIN for?
It is optional, and it is how you step in mid-test, to allow a break, or to let your child stop, even on a test you set to no pausing. Your child is never told it. You set it in the parent portal under Your PIN.
Can my child go back and change an answer?
No, and that is deliberate. The real exams do not allow it either. The one exception is a reading passage: they may move among the questions attached to one passage until they leave it.
Score reports.
Where is the report?
In the parent portal, under Score reports. It lists every question, what your child chose, and why the right answer is right.
Why can my child not see their score?
Because a number on its own is easy to misread, and the report is worth going through together. A student account cannot read results at all, that is enforced by the database, not just by which screen we show.
Is this a predicted score?
No. Scaled scores and percentiles are a coaching estimate on our own scale, to show progress between sittings. They are not a prediction of a real exam result.
A question looks wrong
Tell us which exam and which question number and we will look the same day. If we got something wrong we fix it and say so.
Exams, credits and refunds.
Where do I buy exams?
In the parent portal, under Buy an exam. The student app sells nothing at all.
I bought the wrong exam
If nobody has started it, you can return it for credits from the parent portal and use them on a different one. If it has been started, email us and we will sort it out.
Refunds
Write to hello@nyexam.com. If the product did not do what we said it would, you get your money back.
Delete our account
Email us and we will delete everything we hold about your family, including your children’s answers and reports. See the privacy policy.
Email hello@nyexam.com. Tell us the child’s first name, which exam, and what you saw on screen, a photo of the screen is the fastest thing you can send us.