Frequently Asked Questions
How to download and set up MyExams
A. Ensure you have enough free space to install the app (32.2MB iOS, 99MB Android), and that your operating systems meets the minimum requirements. This is currently iOS 15 for iPhones or Android 8.0.
A. Use the ‘Register’ link to create an account. An email will automatically be sent to the email address you registered with containing your login details.
Alternately, your exam provider may have registered an account on your behalf, so please check with them.
A. Check that the username and password are being entered correctly. They are both case sensitive. Press and hold the eye symbol to reveal your password and check for errors.
A. Press the ‘Forgot?’ link next to the password entry field. Enter your username and email address, and press ‘Reset password’. You will receive an email with a password reminder. Do not forget to check junk/spam folders for this email.
How to scan your ID
A. Check that you have granted permission for the MyExams app to access your camera within your device settings.
How to start your session
Pro tip – Always ensure you have the most recent version of MyExams downloaded to your device before you start a new session.
Camera and Microphone
A. Check that you are using a device that meets the technical specifications required by the MyExams app. If so, please ensure that you have given the MyExams app permission to access your camera within your device settings.
A. Check that you have given the MyExams app permission to access your microphone within your device settings.
Also check that you do not have any Bluetooth devices connected which may interfere with the connection.
A. Disconnect any headphones or other Bluetooth devices connected to your mobile device and check that the volume is turned up. Invigilators can mute their microphones during a live session, so if you can see them speaking but cannot hear them this may be the cause. Attempt to send them a chat message.
A. Firstly, check that you have pressed the ‘Start Session’ button within app session. Invigilators can also mute their video feed throughout a live session, but you can always contact them via the Chat tab within your session to check you are still connected.
A. Wait a few seconds, as the issue may rectify itself. If it continues, please contact the Invigilator via the Chat tab who will advise you on how to proceed.
A. When a Invigilator mutes their video feed, it will appear as frozen. If you wish to contact them, you can do so via the Chat tab.
A. The Invigilator will typically need to see a clear view of your laptop screen, your work space/desk and you during your entire session. We suggest positioning your mobile device in an upright position, either at your side, or slightly behind you with a view over your shoulder. Be creative and use any nearby surfaces to help you get the right view.
However please refer to specific exam guidelines for your exam for further instructions.
A. The chat function is available before, during and after the session, for you to speak directly to the Invigilator. To access, enter your session and click on the ‘Chat’ icon.
A. A mobile internet or Wi-Fi connection is required to use the MyExams App. Firstly, check that you are connected to the internet by opening a browser on your device. If you are able to connect to a website on that browser, then try again to open the MyExams App. If you are still having issues, try contacting us.
A. There are two types of alerts in the app. A single ping indicates that you have a new chat message. A alarm sound indicates that you have been disconnected from your MyExams session. Please check your internet connection and attempt to re-enter the session. If you are still not able to reconnect then please contact the Support Team via the Live Chat.
A. Unfortunately, there is occasionally a short delay between Invigilators and Candidates in MyExams which can result in an echo. If you are experiencing this lag then please ask the user to turn the volume down on their mobile. You could also try using a headset with microphone which might help minimise this effect.