PTE Customer Support form: step 1 of 2

How can we help you?


Please choose a question topic below and fill out the form, and we will direct your question to the right people in our Customer Support team.


We will be back in touch with you typically within 2–5 working days.


Thank you!


An Issue with my Account


Only for Update or change my personal details




Only if more that one PTE account




Booking or managing my test, or making a payment

Request for emergency reschedule of test

Book a test with special arrangements 
Thank you – you may now close this form, or go back to the PTE Help Center.

If you would like to arrange a special accommodation for your test (for example, if you have a disability), you can do this when you book your test through our website. You do not need to contact our Customer Support team.

If you have already booked a test and would now like to arrange a special accommodation, please call the Customer Support team (go back to the Help Center homepage to find your nearest contact number).

We will do our best to accommodate the request, or help you reschedule if the request cannot be met for your current booking.
I am a refugee or stateless person
If you are an immigrant, refugee or a stateless person and are unable to provide a valid passport, please fill in this form and our customer support team will review your request and get back to you within 3-5 working days. You will be contacted if any additional information is required.
 
Once your request has been approved, you will be able to book your test online or via our customer support team over the telephone. 
 
Any request from an immigrant, refugee or a stateless test taker must be approved prior to booking a test. Booking a test without this approval will result in you being turned away at the test centre.
 
Please note that this form may take up to 3-5 working days to be processed. Once your request has been processed the team will contact you via email or telephone. If you have not heard from us within 5 working days please check your spam folder.
I want to know who accepts PTE
PTE is recognized by the UK, Australian, and New Zealand governments, and by thousands of universities, colleges, schools, and professional bodies around the world.

You can search for every recognizing institution or government on our who accepts PTE search page.
I want to apply to an institution not listed with you
Do you want to apply to a university or college not listed on this site? 

  • If an organisation is not listed on this site they may not yet accept PTE Academic scores.
  • Please note we can not guarantee that they will accept your score.  
Your Contact Details










Pearson respects your privacy. Any personal information you submit will only be used for the purposes of submitting your request to your nominated universities/colleges and will be processed and held in accordance with our privacy policy pearsonpte.com/privacy-policy


An issue with my test score

Only if PTE Home result is delayed



Please visit our rescore page for more details and further steps.
Unfortunately, we only allow for rescoring within 14 days of receiving the test score.

Preparation Materials

For an individual preparation package
 

Please select the product you are enquiring about so we can route your query to the right team





Typically a 7-digit number located on your order receipt


For a preparation package

PLEASE READ
This form is ONLY for Practice Test related enquiries.

Please DO NOT submit a form if your scores are delayed. We recommend you check your account in the next 48 hours.  
IMPORTANT
Regarding PTE Academic Live Test, please review our Contact Us page and select the following section: "I need help with PTE Academic" and select the relevant section. It is important that you submit your request accordingly to ensure that your request is handled by the dedicated team. Please do not Submit this form regarding PTE Academic Live Test related queries as we will not be able to assist you.
only if Regarding Scored Practice Test online





IMPORTANT
Category: 

Select the most suitable category. If you cannot find the right category, please carefully read the categories and choose the most suitable one otherwise your request may get further delayed. There may be a dedicated team to handle your enquiry depending on the chosen category.


How many different Scored Practice Tests are currently available to purchase?
Three. Scored Practice Test version 1,2 and 3 can be bought separately or as part of a package and can only be used once. If you want to purchase any of the versions again, you would receive the same set of questions. The Silver Preparation kit contains scored test 1 and sample questions. The Gold preparation kit contains scored test 1 and 2 and sample questions. Finally, the Platinum preparation kit contains scored test 1, 2 and 3 and sample questions.

I have just completed purchase of Online Preparation Materials, what will I receive and when will it arrive?
Usually within minutes following purchase you should receive an email confirmation. The login details required are your email address and password you created during purchase. These details should be entered the “login” sign-on section on www.ptepractice.com. Your sample questions and/or practice test is delivered through the website.

How many times can I access the scored practice test?
The Scored Practice Tests are single use only and you will not be able to preview the questions. Please allow for up to 3 hours to sit a practice test in an environment where you won’t be distracted by your surroundings. If you wish to retake the test, you will need to make additional purchases.

If I complete a practice test and want to repurchase the same kit, will I get a new set of questions?
No, there are only 3 versions of the scores practice test. If you chose to repurchase, you will get the same 3 scored practice tests. You can only complete the scored practice tests once.

What about the sample questions?
There is currently one version of sample questions. This can be purchased as a standalone product or as part of the Silver, Gold or Platinum Preparation package.

Can I take the Sample Questions more than once?
Yes. You can access the Sample Questions and re-practice the questions at any point during your 90-day validity period. Please note that Sample Questions is one set of 70 questions testing all skills. This set of 70 questions can be taken multiple times.

Is there a deadline to complete the practice tests? When does my account expire?
Your practice test account will be valid for 1 year. The scored tests are single use and once accessed, cannot be used multiple times during the 1-year period. Therefore, you will need to purchase another scored test to gain more practice, bearing in mind you will be provided with the same practice questions. If your account has expired and you want to access your practice scores, please choose “Expiry date extension” category and submit your request via our Online Contact Form.
It is important that you provide detailed information regarding your enquiry:

I would like more practice materials, are there other materials available? 
Yes, Pearson has published official practice materials for learners. 

My payment is being declined, what should I do?
We only accept credit and debit credit card payments online. Please check with your bank to clarify why the payment has not been authorized.

The charge on my bank account is not the same as the website advertised price for the practice materials. Have I been charged incorrectly?
All prices listed on our website are in US dollars and not in the local currency.  Please note that all card payments will be processed in USD. This is stated on the website. The charge shown on your bank account is dependent on the conversion rate by your bank. 

Your bank provider may apply charges. If you are unsure whether this applies to you we advise you to contact your bank or credit card provider.

I’m not happy with the Sample Questions or Online Scored Practice Tests. How do I request a refund?
Please submit your request through our Contact Us form clearly stating the email address registered to your practice test account, your order number, and the reason for your request. We will be in contact within 2-4 business days. Please note that if you have submitted the scored practice test, you will not be eligible for a refund. Please see our terms and conditions.

I am unable to submit my test due to a technical error e.g. the page freezing/giving me an error message:
Log out of your account, clear your temporary files and cookies and open a different browser (if you used Chrome, can you try and log-in with Internet Explorer, and vice versa). Once logged in, check your computer compatibility via “Test My Computer” from the main page menu. Always make sure you have a stable network connection. In case you are having technical difficulties, please make sure that you send us a screenshot of the “Test Your Computer” check which informs of the compatibility of your device and a screenshot showing the issue you are experiencing, so we can investigate what went wrong. Please note that without the screenshot, we will not be able to investigate further..

My audio is not recording, what should I do?
Log out of your account, clear your temporary files and cookies and open a different browser (if you used Chrome, can you try and log-in with Internet Explorer, and vice versa). Once logged in, check your computer compatibility via “Test My Computer” from the main page menu. Always make sure you have a stable network connection. If the check shows no issue, please still check your computer's audio settings to make sure your microphone settings are set correctly. If you receive an error message related to a problem with your audio whilst using the Online Practice Materials, please make sure that you send us a screenshot of the "Test Your Computer" check which informs of the compatibility of your device and a screenshot showing the issue you are experiencing. Please note that without the screenshots, we are unable to investigate further.

Can you recommend a headset model to use?
We can’t recommend a brand of headsets. For the best experience, we recommend over the ear headsets with the microphone positioned to the side of the mouth. 

I have completed my Scored Test. What does this message in my results mean? “Your writing and overall score may be lower than you had expected as there was a problem scoring one or more of your answers to the writing questions in the test. This can happen if your answers do not conform to the instructions or you write in non-standard English.”? 
This message shows that you used a non-standard form of English in your Scored Test and this might have affected your scores negatively. Standard English (SE) refers to whatever form of the English language is accepted as a national norm in any English-speaking country. It encompasses grammar, vocabulary and spelling.  We advise next time you take the practice tests, you try to only use one version of local English (US English or AUS English or UK English throughout the whole test) and do not use any forms of slang or idioms. 

What should I do if I get an error message on screen while taking the practice tests?
Please note that there are two most common errors.  
If you get error 10017 go to: https://dof8gyq4yceq.cloudfront.net/v2.72.6/app/api.js and take a screenshot of it and please attach it below. Furthermore, please refresh your local cache (instructions here) and then try again to resume your test.
If you get error 10008 try to save & refresh.  If this doesn’t fix it, please send us a screenshot of http://dw6y82u65ww8h.cloudfront.net/organisations/4/I03035_16_A1.mp3

Why am I receiving a Privacy pop-up question for the Flash plugin?

The first time that you attempt to record audio you will be prompted by the Flash player to enable access to the camera and microphone from the api.learnosity.com domain. Additional information regarding this authorisation request can be found in the Flash Player Help site.

Which browsers and versions of Flash Player are supported?
ON WINDOWS:
Operating System: Windows 7, Windows 8, Windows 10 
Browsers: Firefox latest version + ESR, Chrome latest version, IE8, 10, 11, Edge latest version
Flash: Version 11 or later
Windows XP may be used but we no longer provide technical support.

ON A MAC:
Operating System: OSX
Browsers: Firefox latest version + ESR, Chrome latest version, Safari 6
Flash: Version 11 or later
Firefox ESR is the Extended Support Release and updates approximately every 6 months. Current version info.

I can't click on the "allow" button in the Flash pop-up. How do I get around this?
In cases where the "Allow" button in the flash pop-up is not clickable it is necessary to manually grant Flash permission to operate in your browser. You can do this by accessing the local Flash Player Settings Manager that is installed on your computer. Please follow the steps outlined in the Flash camera & microphone settings page. 

I've clicked "Allow" in the Flash pop-up in Chrome but I can't record:
Chrome sometimes requires a second microphone authorization. If this happens, you should click the "Allow" button in the top right of your browser window. Alternatively, you may see a camera icon. Click on this icon to manage your media settings. Make sure you select "Ask if ptea.learnosity.com wants to access your camera and microphone". Click "Done". You will need to reload the page for your changes to take effect, this will start the test again. This could be due to having previously denied access to the microphone in Chrome. To fix it, follow the below steps: Click the Chrome menu on the browser toolbar. Select Settings. Click Show advanced settings. In the "Privacy" section, click Content settings. In the "Media" section, click Manage exceptions to remove permissions.      
IMPORTANT
Regarding PTE Academic Live Test, please review our Contact Us page and select the following section: "I need help with PTE Academic" and select the relevant section Delayed Score report. It is important that you submit your request accordingly to ensure that your request is handled by the dedicated team. Please do not Submit this form regarding PTE Academic Live Test related queries as we will not be able to assist you. 

I haven`t received my scores (Delayed Score Report):

When will I receive my score report?
Your Practice Test score report is typically available within 4 hours after completing your test. You can view your results in the RESULTS section on your account homepage. If your scores are not published after 4 hours, please submit your request and we will investigate further. Please do not submit your request within 4 hours. To avoid delay, ensure to provide your name and email address registered to your practice test account. Please allow 2-4 business days for investigations.
Important
Regarding PTE Academic Live Test, please review our Contact Us page and select the following section: "I need help with PTE Academic" and select the relevant section Delayed Score report. It is important that you submit your request accordingly to ensure that your request is handled by the dedicated team. Please do not Submit this form regarding PTE Academic Live Test related queries as we will not be able to assist you. 

What will my score report tell me?
Your score report will tell you your overall score, your communicative skills scores (listening, reading, speaking, writing), and your enabling skills scores (e.g. grammar, spelling, vocabulary). This format gives you a realistic measure of your performance and helps you to identify the skills that you need to practice further.

What happens if I don’t agree with my score report for the Online Scored Practice Test?
Unlike the PTE Academic Test, we are unable to support re-score or appeals process for the scored practice test.  Although the Online Scored Practice Test is designed to simulate a PTE Academic test format, it can’t simulate the actual conditions of the full test. Therefore, your Score Report for the Online Scored Practice Test should be seen as an indicator and may not fully reflect what your performance could be under full test conditions.

It's important to understand that enabling skills scores, such as oral fluency and pronunciation, are only based on performance on those items that assess those skills specifically. Enabling skills are tested fewer times and scores are not awarded when responses are inappropriate for the items in either content or form. Based on this, the error measurement of the enabling skills is much wider than that of the communicative skills. 

This implies that a few errors or a few correct answers on those items when assessing the enabling skills make them vary considerably; this is the reason why enabling skills scores are not the primary indicators used for most institutions. Whilst communicative skills are awarded based on a much higher number of items and, due to this, the error of measurement is lower. Your communicative speaking score is the best reflection of your overall ability. 

When completing the speaking question, not using a microphone or the quality of your microphone may have impacted your score slightly and holding a microphone too close to your mouth (which in turn records your breathing) is not recommended. It’s important to remember that your microphone will automatically switch off if you do not speak for up to 3 seconds, so if you did not respond immediately, your audio may not have recorded. Speaking at a natural volume with a conversational tone is recommended and if you complete the practice test sample questions, you can listen back to your recording to evaluate your speaking. We have some video prompts on our site which cover the question type and provide some testing tips. You can also look for further advice and tips from our what can I do to improve page.

For further information on the way enabling skills and communicative skills scores are awarded, we would advise all candidates to carefully read our Score guide.  

Make sure you are using the correct link on the practice test page. You will need to click a different link depending on whether your practice test was purchased before or after 19 May.

It is very important that you provide the correct email address what was used for the purchase and the correct username. If you provide the wrong email address, we will not be able to assist you with the log-in details. 

How can I find out if I have the right device and operating system to use the Online Practice Materials?
Our Online Practice Materials work best with Google Chrome/Firefox browsers. On the homepage of the website you will find a “Test your computer”  page. Please make sure you check your device and operating system BEFORE purchasing Online Practice Materials.

Is there a deadline to complete the practice tests? When does my account expire?
Your practice test account will be valid for 1 year. The scored tests are single use and once accessed, cannot be used multiple times during the 1-year period. Therefore, you will need to purchase another scored test to gain more practice, bearing in mind you will be provided with the same practice questions. 

Where can I find the terms and conditions?
Please see our terms and conditions.

My test day experience


Important
We would like to inform you that if you wish to report an incident at the Test Centre, you must raise your hand and tell the test administrator immediately. They will do whatever they can to help and will ensure the problem is recorded and reported. Make sure you tell the test administrator about any problems you feel affect your ability to complete the test. Your test administrator will log a case in our system after reviewing the situation. Without their record of the problem, it is very hard for us to trace these issues later on. We appreciate your patience.
Important
If you have raised your concern at the Test Centre in the past 5 working days, we appreciate your patience and we will get back to you shortly. We want to assure you that we will get back to you in 5 working days.
Important
If you have raised your concern at the Test Centre for more than 5 working days and we have not got back to you yet,  please accept our sincerest apology for the delay. In some occasions, our response may be in your spam/junk folder. We appreciate your patience.


Something else

Important
If you wish to provide feedback to us, please review our Contact Us page and submit your request accordingly to ensure that your request is handled by the dedicated team. Your feedback will help us improve our service wherever possible.




Important
If you have already contacted us in the past 5 working days, we appreciate your patience and we will get back to you shortly. We want to assure you that we will get back to you in 5 working days.

Appeals Process/Malpractice Appeal

PTE Customer Support form: step 2 of 2

Thank you for contacting PTE (Score related)
We would like to assure you that our hard working team will look over your enquiry as soon as possible.

If you do not receive a response within 2-5 working days (excluding weekends and public holidays), we suggest that you check your registered email's spam and junk folders, prior to reaching out again to our Customer Service Team. Duplicate email enquiries may slow down our progress.

Please do not submit the same form twice as it may delay the response time.

We appreciate your patience if your specific enquiry requires more than 2-5 working days. 

Thank you again for your interest in PTE. 

Please provide some information about you and any bookings you have made to help us handle your query.





Important
Please note you cannot apply for the score review appeals process if you have applied for a score review first
Important
Please note you cannot apply for a malpractice appeals unless you have received a communication from Pearson stating your score was revoked or you have been banned from taking the test.

PTE Details

Ex: PTE123456789




PTE is scored against the Global Scale of English, a thermometer-style scale that gives you an accurate overview of your skills. The Global Scale of English aligns with a variety of popular tests and scales around the world. Find out more about the Global Scale of English .

Your score report has several sections.
 
The PTE Score Report includes your overall score, communicative skills scores and enabling skills scores.
 
The overall score reflects your overall English language ability. The score is based on performance on all items in the test. The range for the overall score is 10-90 points.
 
Scores for communicative skills (listening, reading, speaking and writing) are based on all test items that assess these skills, either as a single skill, or together with other skills. The range for each communicative skill score is 10-90 points.
Scores for enabling skills (grammar, oral fluency, pronunciation, spelling, vocabulary, and written discourse) are based on all test items assessing one or more of these skills. The range for each enabling skill score is 10-90 points.
 
The display of the scores in a graph allows you to quickly see your strengths and weaknesses, and how each skill relates to your overall performance.
For a detailed understanding of PTE scores, view the PTE Score Guide.

All items in PTE are machine scored using PTE`s automated scoring system. Scores for some item types are based on correctness alone, while others are based on correctness, formal aspects and the quality of the response. Formal aspects refer to the form of the response: for example, whether it is over or under the word limit for a particular item type. The quality of the response is represented in the enabling skills. For example, in the item type, Re-tell lecture, the response is scored on skills such as oral fluency and pronunciation. There are two types of scoring: correct or incorrect, and partial scoring.

We realize that studying for and taking an English proficiency test can be a tough journey but we want to assure that the automated scoring system behind PTE is both impartial and highly accurate - it is based on thorough research and held to a rigorous standard. If you wish to gain more information regarding the PTE scoring system, please visit our website where you can find our Score Guide

Correct or incorrect: If responses are correct, a score of 1 score point will be given, but if they are incorrect, no score points are awarded.
Partial credit: Other item types are scored as correct, partially correct or incorrect. If responses to these items are correct, the maximum score points available for each item type will be received, but if they are partly correct, some score points will be given, but less than the maximum available for the item type. If responses are incorrect, no score points will be received.

We would like to recommend reading through the full Score guide where you will also be able to find live examples (between page 64-75). 

For more information download the Score Guide.


We realize that studying for and taking an English proficiency test can be a tough journey but we want to assure that the automated scoring system behind PTE is both impartial and highly accurate - it is based on thorough research and held to a rigorous standard. If you wish to gain more information regarding the PTE scoring system, please visit our website where you can find our Score Guide

Reviewing Test Performance: please visit our website.
 
How does PTE mark different accents?
Your accent will not stand in the way of success! Everyone has an accent. You might even be a proficient or native English speaker, but with an accent other people find hard to understand.
So how does your accent affect your score when you take PTE? Because PTE is marked by a computer, it can cut out potential obstacles, such as a human examiner being unfamiliar with your particular accent.
 When the automated scoring program was being designed, the computer was trained using 130 different language backgrounds, so it recognizes accents from around the globe. As a result, PTE`s automated scoring technology recognizes and marks everyone’s speech equally and with equal accuracy, regardless of where they are from. What the PTE scoring engine looks for is intelligibility and clarity of response (not which accent you are speaking in) – did you answer in a clear and understandable way that any international speaker of English would understand? To hear more on this, listen as one of our leading independent advisors, Dr Alistair Van Moere, a member of Pearson’s Technical Advisory Group, explains how it works.

How do you know PTE’s computer marking works?
The test has been designed by humans, all leading experts in their field. Our human experts design and write the questions, quality assure them and then score them. At this point, computers are trained to use the patterns of highly trained language experts to attribute scores to questions. When the computer marks correlate highly with human scores, we then allow the computer to mark test scripts from across the world.
As a result of our processes and technology, the computer behaves like an expert human examiner – but without any possible bias, lack of concentration or variation between individual examiners. The scoring criteria are exactly the same as human scoring – test takers are marked on their delivery, clarity, relevance, accuracy of grammar and appropriateness of vocabulary.
 
I got a good enabling skill score the first time I took the test and now I have a very low score. What went wrong?
Mastering the English language and achieving a high score on PTE is a challenging task for many test takers. We appreciate test takers feel frustrated when they don’t achieve the score they need or hoped to achieve. We would like to reassure you and your students/clients that we make every effort to ensure that the scores we give are accurate to the degree we describe in the Score Guide. PTE scoring is being constantly monitored and refined. We are confident that the scoring system is providing accurate scores.
Each time you take the test you may get a different score. The differences in the overall score should be quite small, but for skill scores and enabling skill scores, these might be larger. Enabling skill scores are used only for guidance so don’t worry if you see a bigger difference there. It just reflects how you answered some of the questions at that particular sitting.
 
How is it possible to get a score of 10?
PTE reports scores between 10 and 90. Some scores are below 10 and some are above 90 but we don’t report these. Some enabling skills scores are based on only a few questions so if you did badly on those questions you might get 10 on that enabling skill. You can still get a high score by answering the other questions correctly.
 
What are the enabling skill scores?
Enabling skills are part of the skills that make up language proficiency. So, pronunciation, fluency, grammar and vocabulary. The scores are given to provide additional insight to the test taker on their areas of strength or weakness. Low enabling scores do not impact your overall score; however, they are a useful indicator if there are any areas a test taker should work on before they take the test again.
 
Why did I get a good Speaking score but a Pronunciation or Fluency score of 10?
The scores for Speaking and Fluency are calculated separately. The speaking score comes from all speaking items and include pronunciation, fluency and the content of the answers. Fluency is measured only on some items and is only a small part of the speaking score. That’s why sometimes people score well on Speaking but have a lower score on fluency.
 
Does PTE discriminate against some accents?
No. The marking engine is trained to recognize speech from over 90 different language groups. One of the benefits of the test being computer scored is that has no bias against any particular accent. All test takers are treated the same. So, the score you get represents a true measure of your ability on the day of the test. 
Watch

Am I able to access my test content after taking the test?
As PTE is used as an approved form of evidence of English language ability for visa applications for entry into Australia we must maintain the strictest level of security around the exposure and use of our test content. Outside of any security-monitored test session, we are not in a position to share any live, in-use PTE test content or any responses to questions which would either directly reveal or infer suitable responses to questions posed. In acceding to requests for disclosure of questions and responses, we risk compromising the integrity of our test by potentially facilitating fraudulent use of test content or providing an unfair advantage in respect of candidate preparation.
Your personal details

First name including middle names if any as per the PTE profile














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