PTE Technical Issues: What to Do If They Happen?

What to do if you have prepared everything for the test but technical issues occur?

This blog by PTE Magic covers possible PTE technical issues in test centres, Pearson’s policy, and detailed solutions. 

Check them out below!

Key Takeaways

• Some PTE test-takers have reported unexpected technical issues at test centres, primarily related to headphones or microphones.
• Test-takers can request a technical review, which costs USD 50 if they believe their PTE Speaking scores were affected by technical issues.
• Find the solutions for PTE technical issues below.

Related:

• PTE exam preparation tips

Possible PTE Technical Issues in Test Centres

Some PTE test-takers have reported encountering unexpected technical issues at test centres. The reports are mainly related to problems with headphones or microphones.

One test-taker stated that they encountered trouble during the Speaking sections. They heard disturbing clicking sounds or loud noises from their headphones, which made them raise their voices unnecessarily and disturbed other candidates.

Another test-taker complained that a technical issue occurred after 5 minutes while doing the PTE Repeat Sentence. Their audio stopped working, and their answers to two questions weren’t recorded properly.  

On the other hand, some candidates might not face any technical issues during the exam, however, their received scores could have been higher and more equivalent to their actual ability. 

Pearson’s Policy on Technical Issues

Test-takers can request a technical review, which costs USD 50, if they believe their Speaking scores were affected by technical issues. Pearson will recheck their audio recordings; however, this will not change their scores. 

If Pearson finds issues with the recordings, they will refund both the test and technical review fees. If not, you won’t get any refunds. Candidates who want a rescore can apply for a machine rescore via Pearson’s official website.

Pearson’s policy also mentioned that they might offer a refund for your test fee if your test is cancelled due to test centre issues; however, this refund will not cover extra costs. For test-takers who used a voucher in their payment process, please contact the voucher provider because Pearson is not responsible for this.

After requesting a technical review and/or machine rescore, you can appeal if you’re still dissatisfied with Pearson’s results. The appeal will focus on checking if Pearson has followed the procedures correctly. This appeal can be processed in two stages and won’t re-assess your PTE test.

What are the Solutions for PTE Technical Issues?

Check Your Equipment Before the Test Starts

It’s important to check your headphones and microphone before the test starts. To understand the equipment better, check the devices’ information on the Pearson website. 

If you encounter technical issues with your devices or equipment, quickly inform the test supervisors. PTE Magic suggests staying calm and raising your hand to notify them without distracting them. You are prepared to wear the headset for the entire test, as discomfort can cause distraction and affect your performance. Moreover, remember to put your microphone two fingers away from your mouth to get the best recording results.

Reach Out to the PTE Supervisors

When you face technical issues with your devices or equipment, quickly inform the test supervisors. PTE Magic suggests staying calm and raising your hand to notify them without causing distraction to other test-takers.  

Explain your situation so the supervisor can understand what’s happening. Next, follow their instructions carefully. If their guidance is unclear, don’t hesitate to ask them again until you completely understand what to do.

Contact Customer Service

Test-takers who could not solve technical problems while taking the test can contact Pearson customer service. Here are our suggested steps:

• Step 1. Prepare information: Include your test date, location, and technical issues in your report.
• Step 2. Submit your request: You can write an email or use a customer support form on the Pearson website. Describe your situation clearly and include all the needed information.
• Step 3. State your purpose: Mention what you expect Pearson to do with your situation—whether it’s a review, refund, or retest. This helps Pearson identify the problem faster and process your issues more quickly.
• Step 4. Remember to follow up (optional): If Pearson hasn’t responded to your request after several days, follow up with them to ensure your request is under-processed.

Request A Technical Review

As mentioned above, test-takers can request a technical review if they believe their test is affected by technical issues. However, you must understand that this review will not change your test score but will only re-check your Speaking section. 

To submit a request, go to the official Pearson website and access the Customer Support section. You can only do this within 15 days of your test date, and the review fee is USD 50. When Pearson finds issues with your audio, you can receive a refund, including a review fee, test fee, or free voucher.

Final Thoughts

Always check your equipment before the test starts and tell the test supervisors immediately if you spot PTE technical issues. If you encounter issues but are unable to inform the supervisors, contact Pearson Customer Support to state your situation. 

We hope this blog provides helpful information for your PTE preparation.

Last updated on 30/08/2024