Gmat exam online marked as incomplet but I was there waiting

Question

Hello everyone,

I wanted to share a frustrating experience I had with the GMAT Online exam today.

My exam was scheduled for 2:30 PM. I logged in a few minutes early and reached the GoTo software screen, which displayed my session ID and proctor ID, and indicated that I needed to wait for the proctor to admit me. This wasn't new to me, as it was my second time taking the online exam. The first time, I waited about 5 minutes on this screen before the proctor appeared.
However, this time I waited for 30 minutes. While waiting, I tried to figure out what to do or who to contact. I couldn't find anything, so I attempted to restart the session, but it just brought me back to the same waiting screen. Nothing happened.

Finally, I found a chat option on the Examinity website. Someone responded and informed me that my exam had been marked as "incomplete" by my proctor and that they couldn't do anything about it.

I've already sent an email to [email protected], explaining my situation and hoping for a refund so I can reschedule for next week without having to wait the usual 16 days.

Has anyone else experienced something similar? Any advice on what else I can do to ensure I can reschedule my exam without issues and that this attempt doesn't count against my limits, especially since I was stuck on the waiting screen before the exam even officially began?

Thanks in advance for any insights!

MartyMurray · Answer

Hi Diegomorande.

I think contacting GMAC as you have is the best course of action.

They will likely give you a voucher or refund and not count this test toward your yearly limit.

bb · Answer

Hi. Yes, you will be able to reschedule without having to wait 16 days because you didn’t actually see any questions.

Sorry about the poor quality of the exam administration. That’s annoying.

Note that it takes about 24 hours for the information to trickle through all the systems so you will not receive an immediate response and likely only something on Monday but hopefully you should be able to retake and schedule right away without having to pay for it again. Usually that has been the case.

Don’t let it rattle you, I would recommend continue to practice and continue to stay ready to take the exam

GmatKnightTutor · Answer

Hopefully shouldn't be a problem. If an exam is missed, for example, you don't need to wait 16 days.

If you miss your appointment, you may schedule a new exam without waiting a full sixteen (16) days, but there will be a 24-hour waiting period, and you will have to pay the full registration fee.  - Exam Policies (MBA website)

ScottTargetTestPrep · Answer

Hi Diegomorande,

Have you heard back from the folks at GMAC yet?

Diegomorande · Answer

Hello All,

Yes, they replied after one business day. They gave me a voucher for my next exam and told me not to worry, as the exam is marked as a technical error and therefore doesn't count.

That is a shame, though, because they also mentioned that from now on, they recommend I take the exam at a test center. They also stated that there will not be any refund if I encounter another technical issue in the future.

Thank you all for the replies and words of encouragement. Hopefully this Saturday will be my last test!

ScottTargetTestPrep · Answer

Thanks for the update. So, is your plan now to take the GMAT at a test center?

Diegomorande · Answer

I took it yesterday, online again. For me, the difference between online and at a test center is really big. At a test center, it's only at 9 am and far away from my home; online, I can do it at any time from home.

However, I faced some issues again. I think one of the issues was that the GOTO APP was already downloaded. Anyway, this time I chatted immediately through the chat support of Examinity, and they were super friendly and fast. We tried different ways, but most importantly, they let the proctor know.

In the end, I had to switch computers to an old one that mid-test froze for a couple of seconds...

I still got 645, so I'm happy about it for now.

My recommendation for the rest would be to delete the GOTO app so it gets downloaded every test, and as soon as you are on the Examinity website, let them know through the chatbox.

ScottTargetTestPrep · Answer

Thank you for the update and the advice. Great work with the 645.

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Gmat exam online marked as incomplet but I was there waiting

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