- This topic has 13 replies, 7 voices, and was last updated Aug-213:10 pm by
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Up16
Can anyone please help me here.
I registered for the CFA L1 exam for November 2021, and ever since then I have been trying to schedule my exam. I can’t do it, I just get redirected to a Prometric page which says “An error has occurred, please contact your sponsor for additional information.”
I have tried refreshing many times. Even tried opening from different browsers. But I am facing with the same issue again and again. I have been trying to contact the CFA institute but nobody is responding there. Even dropped mails but not sure when will I get a reply. I am really worried now. I don’t know what to do.
Can I use the refund option since it is available within 14 days of registration and then re-register? I am not sure if I can do this. Please suggest me a way out anyone. I feel stuck.
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Up6
Same here! Level 2 for me. Tried emailing them twice but no response. Called them 5 or 6 times. Waited for 50 minutes on hold but still no response. Any guidance on how to proceed further?
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Up1
As @zee mentioned, keep trying but also keep in mind that CFA Institute is probably trying to handle the May postponements for now.
@eshitakhanna3:
The prometric office I contacted said that there is some issue with my ID.
@eshitakhanna3, do you remember specifically what issue did Prometric have with your ID?
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Up6
Hey there
Well I held the call for 1 hour and 20 mins and finally they responded. They forwarded my message to the IT department.
They told me to clear the cache and cookies of my browser but that didn’t resolve the issue. I have dropped them an email today morning explaining my problem with the screenshots again. Just waiting for their response on my mail now. Will update as soon as this gets fixed.
Also, nobody can fix this except the Institute. So call them and hold until they don’t respond.
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Up4
If you haven’t already, send an email to info@cfainstitute.org detailing:
- What your issue is
- What you would like to do – if you would like to schedule your exam, let them know which location and which dates. It’s unlikely that they’ll schedule it for you, but at least you can prove that you’ve sent them your preferences
It’s likely that CFA Institute are inundated with enquiries due to their recent announcement of May 2021 exam cancellations in various locations. The issues with scheduling with Prometric might well be related to that too.
Anecdotally, candidates have stated that they’ve had better luck calling CFA Institute directly and just holding. You might get through but be prepared to hold for 30+ minutes.
If your issue is simply rescheduling and you don’t need to cancel/refund, I would wait a few days and see if it’s working again. The scheduling deadline is in August so you still have some time.
Good luck! Let us know how it turns out.
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Up1
The main issue is that I am not being able to schedule and the problem is not due to the cancellation of the May exams.
I can’t even open the Prometric page. My account just tells to note down the Error tracking Number PRMA101 and whenever I click on the “Schedule your exam” link, it says that an error has occurred, please contact your sponsor for additional information. The prometric office I contacted said that there is some issue with my ID.
I have already mailed the CFAI, tried calling them as well. I held the call for close to 45 mins, but no response.
I am thinking about using the refund because there is no other option. I might as well register again when the refund is credited to my account. My studies have been hampered in this whole process.
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Up1
If you think that processing a refund is the best way forward then best to do it before your 14 days are up.
As for studies hampered, as mentioned, there is still a lot of time before November 2021 so I wouldn’t freak out just yet.
Good luck!
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Up1
Hello,
Has anyone been able to find a solution to this? I am now a month away from 15th August but facing the same issue in scheduling. Furthermore I tried directly from the Prometric website and the CFA Institute does not show up in the list of sponsors when I try to schedule, although strangely enough I can check the availability of appointments. Really in a fix right now as CFA Institute has not responded to my emails, and my exam stands in danger of being cancelled and not refunded if I am not able to schedule.
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Up1
If you’re a registered candidate but are unable to schedule an exam appointment, and CFA Institute have yet to answer your emails, I would call them up. Wait times are around 2 hours but hopefully that will solve your problem on the spot.
@eshitakhanna3 did you manage to get your issue solved in the end?
Good luck, and let us know how it goes!
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Up1
Thank you so much. I’ve tried calling today, unfortunately not been able to hold for 2 hours. Now the office is closed for the weekend, but fingers crossed that I can get a hold of them on Monday. It gives me a little hope that I can get this problem solved, at least.
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Up1
I have exactly the same question. Please let me know if there is any progress.
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Up1
Hello! I managed to schedule my November ’21 exam. But unfortunately there is no other way to do this other than to call CFAI (you can look up the toll free number for your country) the hold is usually long- around 2 hours, or sometimes the line may keep cutting you off automatically every 5 minutes and my advice is to keep calling and holding, it pays off. No one other than CFAI can solve this problem, not even Prometric. Once you explain your problem CFAI will give you two options, either to raise an IT ticket (which usually works) or to give you your eligibility or “SO” number so that you can schedule your appointment with Prometric by phone. Just in case, ask for both. But usually, raising an IT ticket solves the problem. My problem was solved within half an hour of getting a representative on call. Good luck! and wishing you a shorter wait time!
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Up1
Thanks for your information. I will give a try as soon as possible.
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Up1
Sir did you got any solution of that problem because i am getting same problem please help
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