Troubleshooting

 

Technical Issues 

Test Links Not Working 

Test Links are Single Use. Please don't open links intended for candidates. Each link can be accessed only once. 

My Test Won’t Load 

If clicking the test link results in an error message, please switch to a Chrome browser, then copy & paste the test link URL directly into the Chrome browser rather than clicking on it.   

  

Devices & Software 

Devices 

All tests must be accessed using a laptop or desktop computer. The test cannot be taken using a mobile phone or tablet.  

Software 

Acceptable browsers include the latest versions of Google Chrome, Firefox, Safari, or Edge. 

Webcam  

All Accountests tests are proctored, which uses a candidate’s camera to capture images throughout the duration of the test in order to prevent cheating. Candidates must have and allow access to a webcam or they won’t be able to complete the test. If agreed between the issuer of the test and the candidate, the candidate may cover the camera if they don’t accept the proctoring, but the webcam must be accessible for proctoring to take place, and therefore for the test to begin. More information on Proctoring can be found here 

 

Accessing the New Testing Platform 

First Time Access 

Whether an established customer, or first time buyer, your first test purchased on the new  testing platform will require you to create a password. A link to this function will be highlighted in your Report Access email (received at the time of purchase).  

Ongoing Access 

Once your password is set you can access the platform from the Report Access email or the Report Notification emails as usual. 

 

Accessing Reports 

Accessing Reports with Your Report Notification Link 

1. Once a candidate completes a test you will receive an email with the subject line “A participant has completed their questionnaire” 

2. Click the link in the email to be taken to the new testing platform. 

3. Log in with your credentials and the report will automatically open it. 

4. You can download the PDF if you choose. 

 

Accessing Reports with Your Report Access Link 

1. At the time of test purchase you will receive an email with the subject line “Report Access Link” 

2. If it is your first purchase please follow the instructions in the email to set up an new account. 

3. If you already have an account, click on the link within the email and sign in to the testing platform 

4. Click on “Analysis Centre” 

5. Click on “Campaigns” 

6. You’ll see all of your test purchases listed in tiles. The number at the start of each heading is the order number, followed by the test name and the date of purchase. 

7. Click on the heading of the test you’d like to see the report for 

8. Here you will find a list of all candidates to complete the test. 

9. Clicking on the corresponding link under ‘Reports’ will download a copy of that report to your device. 

 

Accessing Proctoring Reports 

1. Log in to the new testing platform  

2. Click on “Manage Remote Proctoring” 

3. Search for the correct test by scrolling the tiles, or using the search bar function to search the order number of name of test. 

4. Select the test tile, select the candidate and view the report 

5. The report will show the candidate’s photo and list any infractions that occurred during the test. 

    

 

If you are a CANDIDTE and still having trouble, please notify the person that issued you the test. Include a description of the error, which browser and device you were using, and which test you were completing. 

If you are a CUSTOMER and still having trouble, please email us at help@accountests.com. Remember to include information such as which test, order number, and any information from your candidate.