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Need help?

We have compiled a list of Frequently Asked Questions (FAQs) relating to our online exams. Some of the responses include short videos of how to resolve a particular problem. We strongly recommend that you read the FAQs and watch the videos before contacting us with your query. 

If you cannot find a solution or answer to your query by using the FAQs, you can email us at [email protected] If relevant, please attach screenshots and provide as much information as possible to help us resolve your query. 

Please note, email support will be available between 09:00 and 17:00 (UK working hours), Monday to Friday only. 

Problems logging onto SARAS 

I have not received my login details for the practice questions and/or online exam 

You should have received two emails – one containing your login details for the practice questions portal and the other with your login details for the exam portal. 

If you have not received one or both of these emails, please check your junk mail folder.

If you have given your training provider a work email address, please ask your organisation’s IT support to check if the emails have been blocked by the company’s mail server.  

If you still have not received your login details, please contact your training provider and ask them to check that they have uploaded your correct email address to the CQI. 

I have been registered for the wrong exam 

If the emails with your login details are showing the wrong exam, please contact your training provider. They will re-upload your details to the CQI with the correct exam information. You will then receive two new emails with the correct login and exam details. Please delete the original emails. 

How do I log onto the online assessment platform (SARAS)? 

Please watch our Logging into SARAS video.

If you have copied your username and password from your login email, in some cases the text formatting will also be copied. This can cause errors and prevent you from logging in. To resolve this issue, you can type your username and password directly into SARAS, or you can copy both to a notepad first making sure all the characters have been copied correctly. This will remove any additional formatting copied with the text, enabling it to be copied into SARAS’s user credential fields. 

My password isn’t working/I have lost my password 

You can reset your password by using the ‘Forgot Password?’ link. Watch the Password issues video for more information.

I can’t log into SARAS as my exam schedule has expired 

You have 30 days within which to take your exam. You will receive two emails reminding you to take your exam. If you are unable to complete your exam within this period due to an unexpected event e.g. illness or bereavement, you can request an extension. Please contact your training partner to request a reasonable adjustment. 

Hardware problems 

How do I check that my laptop/pc is set up correctly for the exam? 

Please watch our System Check test and Camera Test videos.

My webcam isn’t working  

Your camera will not turn on if your browser does not have access to the camera or approval is required to allow the browser to access the camera via the exam portal. 

Your camera image may also not appear during your exam if another application is accessing the camera.  For example, if you still have the ID and headshot capture window open, or you have the Pre-call Test webpage open. Please check you have closed these windows after successfully submitting your ID and headshot or testing your audio and video. 

If your IT set up includes more than one camera, this could also potentially cause a problem. 

How to check your browser camera settings and troubleshot potential camera issues are explained in our ‘Troubleshooting camera issues’ video.

My microphone isn’t working  

Please watch our video on testing your microphone and troubleshooting microphone issues

Problems during the exam 

How do I take a break during the exam? 

You are permitted to take one 10 minute break. Please watch our Taking a break video.

What if I lose internet connectivity during the exam? 

If you lose internet connectivity during your exam, the exam player will close and your responses to the questions you have already answered will be saved. When your internet connection has resumed and is stable you should log into SARAS again. The exam will restart from the question you were viewing when you were disconnected.  

Note that for security reasons you will only be able to restart the exam a limited number of times.  If your exam is locked, please email [email protected]  

The questions are not completely visible or are overlapping on my screen 

If the questions or any part of the exam player are not visible due to overlapping, please check your system’s ‘Display Resolution’. The display resolution is accessed via the ‘Display settings’ under ‘Scale and layout. The recommended resolution is 1366 x 768 and higher

If none of the above FAQs answer your query, please email us at [email protected] 

Please note email support will be available between 09:00 and 17:00 (UK working hours), Monday to Friday only. 

Watch our problem solving videos

We have created a playlist of videos to support you throughout the process. You can view them here.