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Student support

Exam systems status

Updated: 27 July 2021, 13:59 UK-time

This page displays the alerts, issues and updates which affect ACA and ICAEW CFAB students. Anything currently active will appear in the In Progress section, and anything no longer active will be moved to Resolved. Please make sure to keep checking this page for any ACA or ICAEW CFAB updates.

In progress

These are active alerts and updates. Should there be any unforeseen issues please rest assured, we are working hard to resolve them.

26 July

Special considerations applications
If you have applied for special considerations for any Advanced Level exams last week, please be aware you will not receive an automatic email confirming receipt of your application. You can check if your application has been received in the additional documents section in the special considerations area. This should show as “accepted”, if not please re-apply. This can be accessed via my.icaew.com/examsonline. Please be aware you must complete the online special consideration application form with any supporting evidence within 10 days of the exam session.

23 July

July Case Study exam
Once again, please do accept our sincere apologies following the disruption our students experienced during the Case Study exam on Wednesday 21 July. We know the situation will have added significant pressure at a vital time in our students’ career journey. The experience was simply not good enough and we want to put things right. We will do everything we can to improve the experience going forward. We can confirm that we have now consulted with our regulator the Financial Reporting Council, and the students who lost significant time will not be required to re-sit their exam. Instead, we will moderate their existing attempt and currently plan to issue the results as normal on Friday 27 August. We believe this is the fairest way possible to take account of the efforts students will have made before and during their exam. If students haven’t already applied for special consideration, please can they log the details of their specific experience, so we have as much information as possible when marking their exam.

22 July

July Case Study exam
We would like to sincerely apologise to all students who encountered issues with the Case Study exam yesterday. We know that students will have invested a significant amount of time and resource in preparing for their exams and we appreciate how difficult the last few days will have been. This is far from the exam experience we strive to provide for every student and we’ll be working extremely hard to put things right. All students who sat the Case Study exam have been sent an email with further information.

05 January

Certificate Level and ICAEW CFAB exams
Under the current Covid-19 restrictions, all exams will continue unless you receive an email stating otherwise from Pearson VUE or your tuition provider. If you would like to change your in-centre exam booking to sit remotely from home, cancel your in-centre exam first and book your exam again as remote invigilation. If you are in a training agreement, please check with your employer before making any changes. Remote invigilation is now permanently available for Certificate Level and ICAEW CFAB exams.

Resolved

These alerts, issues and updates are no longer active and have been resolved. 

22 July

September Professional Level exams
We apologise to all students trying to book a September Professional Level exam via remote invigilation this morning. Unfortunately, there is a technical issue and we are working on a solution. You will be able to book a remotely invigilated exam later today, after 3pm. Please be assured that you will be able to secure a remotely invigilated exam as there are no capacity limits.
Special considerations applications
If you have applied for special considerations for any Advanced Level exams last week, please be aware you will not receive an automatic email confirming receipt of your application. You can check if your application has been received in the additional documents section in the special considerations area. This should show as “accepted”, if not please re-apply. This can be accessed via my.icaew.com/examsonline. Please be aware you must complete the online special consideration application form with any supporting evidence within 10 days of the exam session.
September Professional Level exams update
The exam booking system for September Professional Level exams has now been updated. Students can now book exams via remote invigilation. Please do accept our apologies for any inconvenience this caused.

21 July

July Case Study exam
All students who sat today's Case Study exam in UK exam centres and were severely affected have now been contacted via email about the issues some faced during the exam. We will contact students affected by these issues in the next few days with further details and options. Please accept our sincere apologies for any stress and inconvenience caused by these issues.
July Case Study exam
Unfortunately due to a server load issue we have had to pause some of the Case Study exams temporarily in UK exam centres. We intend to resume the exam at 1:30, continuing from the point the exam was paused. We apologise for the stress and inconvenience this may cause. Affected students have been notified by their invigilator.

19 July

Student support
Unfortunately the student support phone lines are temporarily unavailable. You are still able to contact the student support team during this time via webchat or email. Our student support team are operating a full support service via webchat at www.icaew.com/webchat. We are looking into this issue as a matter of urgency.

16 July

July Advanced Level exam - UK exam centres
As restrictions ease in the UK, some UK exam centres may have their own requirements in place which may need students to continue to wear a mask during their July Advanced Level exams. Please be prepared to take a mask to your exam.

15 July

July Advanced Level exams - Malaysia
All students sitting an exam in Kuala Lumpur at the Sunway College or Metro iLab exam centres have been contacted via email communications with further guidance.

13 July

July Advanced Level exams - Malaysia
All students sitting an exam in Kuala Lumpur at the Novux or SEGi exam centres have been contacted via email communications with further guidance.
Student support
Our student support team are operating a full support service via webchat at www.icaew.com/webchat. Unfortunately the student support phone lines are temporarily unavailable. You are still able to contact the student support team during this time via webchat or email. The phone lines will be available to support our students with exam result queries on Friday 16 July from 12:00 to 15:00 (UK-time), and then fully again from Monday 19 July.

02 July

July Advanced Level exams - Malaysia
We are aware of the enhanced restrictions in Malaysia and are monitoring the situation closely. If exam centres are impacted we will be in contact with students directly.

18 June

Scheduled downtime for online exam practice software
Please note that the Level 4 Role Simulation, Professional and Advanced Level exam online practice software will be unavailable on Monday 21 June for around 15 minutes between 04:30 and 08:00 (UK-time). Any students using the downloaded practice software during this time will be unaffected.

15 June

Data analytics software – Audit and Assurance exam
We are aware that some students experienced issues with the data analytics software in the Audit and Assurance exam. Some students experienced slow loading times when trying to view the dataset, this was due to a server issue which was resolved within 10 minutes for the majority of students. We gave additional time to those students who we could see were impacted by these issues. For any students who did not receive additional time and feel their performance was significantly impacted, we encourage them to apply for special considerations here: https://www.icaew.com/For-current-ACA-students/apply-for-exams/exam-applications#special We apologise to students impacted by this.

14 June

Scheduled downtime for online exam practice software
Please note that the Level 4 Role Simulation, Professional and Advanced Level exam online practice software will be unavailable on Tuesday 15 June for around 30 minutes between 04:30 and 07:30 (UK-time). Any students using the downloaded practice software during this time will be unaffected.

07 June

Data analytics software - Audit and Assurance exam
We are aware that some students experienced issues with the data analytics software in this morning’s Audit and Assurance exam. Some students experienced slow loading times when trying to view the dataset. We gave additional time to those students who we could see were impacted by these issues. For any students who did not receive additional time and feel their performance was significantly impacted, we encourage them to apply for special considerations here: https://www.icaew.com/For-current-ACA-students/apply-for-exams/exam-applications#special We apologise to students impacted by this.

04 June

June Professional Level - chat support
Proctor exams, who deliver our remotely invigilated exams, have updated their chat support. The chat support box within exams and the system check is now called 'Proctor Exam Support', previously known as 'TAWK'.
June Professional Level exams - Malaysia
Centre - Penang is closed due to COVID-19 restrictions. We have contacted all affected students. If you have not been contacted, please contact the student support team.

03 June

June Professional Level exams - Malaysia
All students sitting an exam in Kuala Lumpur at the Novux or SEGi exam centres have been contacted via email communications with further guidance.
June Professional Level exams - Malaysia
Centre - Johor. This centre has now reopened following government guidance. We have contacted all affected students with the options available to them.
June Professional Level exams - Mauritius
Due to the current restrictions in Mauritius we have been advised that all candidates must contact the exam centre (Middlesex University) to provide their name and the region they reside in to ensure students have the permission to travel. Please contact Dominique Luchmun (d.luchmun@mdx.ac.mu) to provide this information or contact the office on +2304036400. If you do not contact the test centre, you may be refused entry.

02 June

June Professional Level exams - Malaysia
Kuala Lumpur - centre - Novux and SEGI - open. Government guidelines to be followed, please visit www.icaew.com/coronavirus/qualifications-update/aca-professional-level for more information.
June Professional Level exams - Vietnam
Centre - Hanoi Vocational College of High Technology - open. Government guidelines must be observed, must show a medical declaration on mobile app on arrival at test centre (Bluezone or Ncovi app), there will be no air conditioning but windows will be open.
June Professional Level exams - Vietnam
Ho Chi Minh City - Centre - SmartPro - are closed due to COVID-19 restrictions. We are contacted all affected students, if you have not been contacted please contact the student support team.
June Professional Level exams - International exams
For other international exam information, please review the updated guidance here www.icaew.com/For-current-ACA-students/apply-for-exams/exam-applications#instructions
June Professional Level exam guidance
If you are sitting Professional Level exams in an exam centre or via remote invigilation please visit this page for additional guidance www.icaew.com/for-current-aca-students/changes-to-our-qualifications/exams/professional-level-exam-notices

28 May

Exam Centres
We are aware that a couple of countries in South East Asia have seen an escalation in cases of Covid-19 and we are awaiting updates from local governments. We continue to monitor the situation closely. Please continue to check this webpage for updates.
Malaysian exam centres - June Professional Level exams
We are aware of the situation in Malaysia and are looking into this as a matter of urgency. We will contact all students impacted early next week with the options available to them.

27 May

Digital learning materials
Earlier today (27/05/21) there was a system error with our digital learning material provider, Bibliu. This issue has now been resolved. If any further issues are experienced, please contact support@bibliu.com

26 May

Exam Centre update
We are aware that there are significant rises of COVID-19 in some countries, we are monitoring the situation and checking local government advice.

24 May

July Advanced Level exams - India
Due to the ongoing Covid-19 situation in India we are unable to offer in centre exams for July Advanced Level exams. Remote invigilation is still available to book.

19 April

June Professional Level exams
If you are trying to book a June Professional Level exam, we have identified an issue where exams were not appearing on screen to book. The issue has now been resolved. We apologise for any inconvenience caused.

07 April

Certificate Level and ICAEW CFAB exam centres
Subject to the planned government roadmap to lifting restrictions, from 12 April all Pearson Vue owned test centres in the UK will re-open allowing Certificate Level and ICAEW CFAB exams to take place in exam centres.
June Professional Level and July Advanced Level exams
In the UK, subject to the government roadmap, the June Professional Level and July Advanced Level exams will be able to be sat at an exam centre.

22 January

UK ICAEW CFAB and Certificate Level exams
We have made the decision to move all Certificate Level and ICAEW CFAB exams in the UK from 22 January date to remote invigilation only. Additional guidance is now available: https://www.icaew.com/coronavirus/qualifications-update/aca-certificate-level

12 March

Exporting your answers from the practice software
We have updated the Professional and Advanced Level practice software to enable you to easily export your answers. If you have previously downloaded the practice software please re-download it to get the latest version with the update. Download the software here: icaew.com/examsoftware
UK March Professional Level exams
We have made the decision to move our March Professional Level exams in the UK to remote invigilation only. Find out more here: https://www.icaew.com/coronavirus/qualifications-update/aca-professional-level

13 January

Certificate Level and ICAEW CFAB exams
We can now confirm that the scoring issue in the scenario-based questions within the Certificate Level and ICAEW CFAB Accounting, Management Information and Principles of Taxation exams has now been resolved. From Wednesday 13 January you will be able to enter brackets or commas in numeric entry question answer boxes once again.

08 January

Certificate and ICAEW CFAB exams
Following the issue we identified with the marking of our scenario-based questions in the Accounting, Management Information and Principles of Taxation exam modules, we can confirm that any student who sat one of these exams between 1 January – 6 January will receive their remarked result on 22 January.

14 December

December Professional Level exams
We are sorry if you received an unexpected email about a remote invigilation system check. This was sent in error by our supplier. Please ignore the email if you are sitting your exam at a centre - it will take place as scheduled at your booked centre.
Professional and Advanced Level remote invigilation exams
A new guide is available, which can be printed and taken to your exam. Please show it to the invigilator along with other permitted texts before starting your exam. View the guidance notes here > https://www.icaew.com/coronavirus/qualifications-update/remote-invigilation-professional-and-advanced-level-exams
December Professional Level exams
We are recommending all students due to sit the December Professional Level exams check their system meets the remote invigilation requirements. This will ensure all students can access the remote system should there be a change in restrictions which affect exams. To check your system visit > https://www.icaew.com/coronavirus/qualifications-update/remote-invigilation-professional-and-advanced-level-exams
December Professional Level remote invigilation exams - Adobe Flash update
An optional update has been released the removes Adobe Flash, which our exam software relies on. If you have uninstalled the software you will be unable to access the exam software for your remote invigilation exam, therefore you will need to restore your computer to before the update.
ICAEW CFAB and Certificate Level exams
In England, the Government has confirmed a four-week lockdown, from 5 November to 2 December. If you have an exam scheduled at a centre during this time, the exam will go ahead unless you receive an email stating otherwise from Pearson VUE.
December Professional Level exams
Professional Level exams in December are due to start after the current stated end date of the England lockdown period. We are working with our exam centre providers to understand whether these exams can still continue if the lockdown is extended. We will continue to monitor the situation and advise if anything changes.
December Professional Level booking window
We will be implementing a queuing system on Monday 19 October for students who wish to book a December Professional Level exam. The queue will be in place from 10am UK-time.

02 November

November Advanced Level exams
Following the announcement of a lockdown in England, the Advanced Level exams taking place on November 2, 3 and 4 will continue as planned in exam centres and via remote invigilation. We will continue to monitor the situation and will advise if things change.

29 October

November Advanced Level exams – system check
You will need to complete a system check before you sit your remote exam, which has been sent to you via the email address in your training file. Please complete this as soon as possible. Please contact student support if you have not received this.
November Advanced Level exams – exam link
You will also be emailed 72 hours before your exam date with a link to your remote exam, this will be sent to the email recorded in your training file. Please contact student support if you do not receive this.

22 October

December Professional Level
If you have already booked an exam for December and are trying to book another exam for the same session, you must select the modify option to add an additional exam to your booking. See ‘How to modify exam guide’ at icaew.com/how-to

19 October

December Professional Level booking window
Unfortunately due to a technical issue with the Professional Level booking window for exams sat by remote invigilation, we expect the remote invigilation booking window to open at 11:00am UK-time.

16 October

September Professional Level exam results
We will be implementing a queuing system on Friday 16 October for students accessing their exam results. The queue will be in place from 11am UK-time.
September Professional Level exam results
Your results will only be available on 16 October by text (if you have selected this option via Exams Online) and via limited access to the training file. There will be no pass list available and your results will not be delivered via email.
Receiving your Certificate Level or ICAEW CFAB exam results
ICAEW CFAB and Certificate Level exam results will be released at 12:00 (UK-time) on Friday 16 October, due to the ACA Professional Level exam results being released on this day.
December Professional Level booking window
We will be implementing a queuing system on Monday 19 October for students who wish to book a December Professional Level exam. The queue will be in place from 10am UK-time.

07 October

Are you trying to add or remove an exam in November?
If you’ve booked a Nov Advanced Level exam and want to add/remove an exam at this session during the booking window for students who failed in Aug, you must modify your original application. See ‘How to modify exam guide’ at icaew.com/how-to

02 October

Professional Level students
Due to a technical fault, some students who applied for Special Consideration during Sept unfortunately didn’t receive a confirmation email. All applications were received, and the usual process applied. The problem has now been resolved.
Advanced Level students
The booking window for the November Advanced Level exams is now closed. We will temporarily reopen the booking window for any August Advanced Level students who want to retake their exams in November. We will email these students.

Qualifications update

For further updates and guidance please visit our Qualifications update area.

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