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Student support

Exam systems status

Updated: 25 October 2021, 15:30 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 Anything currently active will appear in the In Progress section, and anything no longer active will be moved to Resolved.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.

Need help?

The ACA student support team is here to help. Our normal hours of service are Monday – Friday: 9:00–17:00 and Wednesday: 10:00–17:00 (UK time). We recommend using our Live Chat or chatbot Mia first. For non-time sensitive queries, please email us.

In progress

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

25 October

November Advanced Level exams – remote invigilation

Students sitting the November Advanced Level via remote invigilation who we have not heard from will have received an email at 15:30 (UK-time) today which requires urgent action. Please check your emails for this update, including your junk or spam folder. Students who have booked to sit their exams via an exam centre or moved to an exam centre or withdrawn from exams in November do not need to take any action. If you have not received this email, please contact Student Support:

ICAEW CFAB / Certificate Level exam update – remote invigilation

Pearson VUE has confirmed that there were intermittent video feed issues this morning that resulted in remote invigilation queue backups. This has now been resolved. If you were unable to sit your exam on Monday 25 October due to this issue, please ensure that you log this with Pearson VUE Customer Service. A voucher will then be provided for you to reschedule your exam. We apologise for any inconvenience that this may have caused.

20 October

November Advanced Level exams - Remote invigilation exams

All students sitting a November Advanced Level exam via remote invigilation will have received an email at 11:30am (UK-time) today which requires urgent action. This will also be sent to their employer and Partner in Learning. Please check your emails for this update, including your junk folder. Students who have booked to sit their exams via an exam centre in November do not need to take any action. If you have not received this email, please contact Student Support:

15 October

ACA exams update webinar | Advanced Level

Watch the recording of the ACA exams update webinar to hear more about the improvements we have made ahead of the November Advanced Level exams.

13 October

Remote invigilation system check and exam link emails

Please note the system check and exam link emails for November Advanced Level remotely invigilated exams will now be sent one week before your exam. Please look out for these emails from amadmin@rm.com.

08 October

November Advanced Level exams

In preparation for the November Advanced Level exams, we have made improvements to our exam software. All ACA students, employers and Partners in Learning will receive an email by 1pm (UK-time) today.

Resolved

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

21 October

November Advanced Level Remote Invigilation booking window

This issue has now been resolved: "We are aware of an issue with the November Advanced Level remote invigilation booking window that opened at 10am today. We are looking into this as a matter of urgency and will provide updates here as soon as possible. Please accept our sincere apologies for this problem."

18 October

December Professional Level exams - payment issue

We are currently experiencing issues with our payment provider for December Professional Level exams. We are looking into this as a matter of urgency and will provide updates here. Please check back for further updates.

15 October

Full training file not available

Due to the September Professional Level results being released at 12:00 (UK-time) today the full training file is not available at the moment.

08 September

Special consideration - deadline update

The deadline to apply for special consideration is now seven days from your exam. So if you sit an exam on a Monday you will have until 23:59 the following Monday to submit your application. You will now also apply for special consideration individually per exam. To apply, complete the application form with any supporting evidence within seven days of the exam.

27 August

July Advanced Level results update

Following the release of the results for the July Advanced Level exams today, we would like to update students, employers and tuition providers on what we have been doing to address the various issues experienced by students during this exam session. We really do appreciate the last few weeks will have added significant pressure and we remain deeply sorry for this.

10 August

July Advanced Level exam update

Following the unfortunate issues experienced at the July Advanced Level exam sitting, we have published an update for all students, employers and tutors.

26 July

Special considerations application

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. 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

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 application

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. 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.

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.

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.

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.

Qualifications update

For further guidance please visit our Qualifications update area.

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