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Support at Password
If you need any help setting up Password tests, accessing results, or troubleshooting IT issues, you are in the right place.
Additionally, instructions for setting up tests can be found on the partners page
Common Issues

Click on the issue to view the solution

While in the test press “CTRL” & “-” (Control & minus buttons on the keyboard) to zoom out.

Check that the date and time for your computer are correct. The time zone should be corrected according to your location. If login shows as invalid contact Password support.

Setup checks should be made well before testing to allow time to resolve any problems found.
We recommend completing all checks at least one hour before the test is due to start.
Our support team is available to remotely assist with test setup between 09:00 and 17:00 UK time Monday to Friday and will be able to assist with troubleshooting issues.

Check the URL is for the secure site: and when prompted by the browser, click ‘allow’.

We recommend that all programs except for the test platform be closed during the test.
In particular, any applications which cause on screen popups (for example, an email client or messaging application) must be closed before beginning the test.In Chinese speaking regions, we recommend that the English language pack for Windows be installed and the keyboard changed to English (International) before the test is taken.

If the test is not running correctly or the browser is redirected to a different website when launched, it is likely that your computer has a virus.

We recommend conducting a malware scan and reviewing PC setup to ensure no unwanted programs are installed before starting the test.

Please also note that unlicensed versions of Windows may cause test issues and should not be used.
Tests can be run using Google Chrome, Firefox and Microsoft Edge. We recommend downloading the latest version of the browser before starting a test.

A test will interrupt if the candidate clicks on anything outside of the test, for example the taskbar, or if they try to exit the test. To ensure that the test is in ‘full screen kiosk mode’ please create the desktop shortcut (links to the desktop shortcut in Chrome). The desktop shortcut only works for computers with Windows OS, for Macs press COMMAND + CTRL + F in Chrome to go full screen.

To disable the auto translate feature in Chrome:

1. Click on the three dots on the top right of the window
2. Click on Settings
3. Type in Translate in the Search Field
4. Expand the Language option by clicking on the arrow
5. Turn off “Offer to translate pages that aren’t in a language you read

After the exam, you can enable the browser’s translating feature following the steps 1-5 listed above to turn the tool on again.

For taking Password tests using a desktop shortcut.
Alternatively for taking a Password Solo test.
Technical Support Articles
Whether you are testing face-to-face or remotely, the below articles are designed to help with the setting-up process:
School Pupils and Parents
Further Issues?

If you are experiencing any further issues when setting up or invigilating a test, please call our support team on
+44 (0)20 8326 5608

or email the support team at

If possible, please provide screenshots or details of what went wrong during a test so we can troubleshoot further.


Remote Support Sessions

If you have been asked to install TeamViewer by our support team, please click the button below: