Q. How do I change or add new test administrators or techs?
A. Initially, the Tech and Test Administrator contacts listed on your agreement are assigned usernames and passwords. Only one person at the site will have permission to change and/or add contacts.
- Log into the VUE Support System.
- Click on Test Centre Guide in the top right corner.
- Select Policies & Procedures for Pearson VUE Authorised Test Centres > Chapter 4: Managing Your Test Centre > Setting up test centre personnel in Site Manager
Q. I am a new Test Administrator. How do I get started?
A. The first thing you will need to do as a newly designated Test Administrator is to become trained and certified. Once you are trained and certified, you are ready to begin testing candidates.
- Log into the VUE Support System.
- Review the self-study training materials: Policies and Procedures Guide for Pearson VUE Authorised Test Centres.
- Complete the Test Administrator Certification Assessment.
- Schedule your certification assessment by following the instructions under Scheduling Certification Exams.
Q. How do I add or update my hours?
A. To add or update hours:
- Log into the VUE Support System.
- Click on Test Centre Guide in the top right corner.
- Select Policies & Procedures for Pearson VUE Authorised Test Centres > Chapter 4: Managing Your Test Centre > Using Site Manager > Specifying when your centre is open and closed in the Hours tab
Q. How do I add workstations?
A. To add a workstation:
- Log into the VUE Support System.
- Click on Test Centre Guide in the top right corner
- Select Policies & Procedures for Pearson VUE Authorised Test Centres > Chapter 4: Managing Your Test Centre > Using Site Manager > Specifying test centre workstations
Q. Our site is moving — how do we notify Pearson VUE and what do we need to do?
A. If you are going to be moving your site’s location, please contact the Channel Quality team at PearsonVUETestCenterQuality@Pearson.com or 1-800-704-3613, Option 4. Be sure to let them know if you need candidates rescheduled during the time your site will be moving. Remember to enter closed rules for the site if you need to be closed during your move.
Q. A candidate is having trouble signing up for an exam at our site — exam or site is not listed.
A. If a candidate is not able to schedule an exam at your site, follow these steps to resolve the problem:
- Check the Exam Sponsor Guide in the VUE Support System to verify if a testing candidate needs to be registered prior to scheduling.
- Login to Site Manager (via the Connect Portal).
- Check your hours to make sure they accommodate the exam length.
- Review your roster to confirm that a testing station is available for the day and time the testing candidate is requesting.
- Check if your site is authorised for the client exam:
- Click on Settings > Exams.
- Expand the drop down to see all clients and exams that are authorised for your test centre.
- After following the steps above, if your site still cannot schedule the testing candidate, please create a case using ServiceDirect (via the Connect Portal). See the FAQ “How do I request additional client exams at my testing centre?”
Q. How do I request additional client exams at my testing centre?
A. Create a case in ServiceDirect (via the Connect Portal).
- Choose the topic “Test Centre Request” and the type “Test centre new client request”.
- Indicate which client exam you are requesting. Only one client should be requested per case.
- Once you submit the case, it will be evaluated to determine if the client exam can be added and an update will be provided to you via the case.
Q. Can I open an additional site or a mobile test centre?