ACCA Online Exam Issues Faced & Troubleshooting Guidance
Last Update On 2nd January 2025
Duration: 9 Mins Read
The introduction of online formats for the ACCA exams revolutionized how students would approach their journeys of certification, with flexibility in being able to take exams from remote locations being a complete game-changer. But, just like any digital system, there can be technical and procedural ACCA online exam issues faced by students. This guide will cover troubleshooting tips and full preparation one may need for common ACCA exam issues that one may come across. From a concern with the exam docket to ACCA remote exam system tests, and even how to log in to the ACCA CBE practice platform, this comprehensive guide will cover it all.
Which Is the Correct Exam Booking Details If the Ones on My Docket Differ from Those on the Exam Planner?
Your exam docket is your final confirmation of the date, time, and venue of your exam. If there are discrepancies between the details on your ACCA docket and those in the exam planner, the information on the exam docket takes precedence. Students are required to check their myACCA account from time to time for any updates and download the latest version of ACCA exam docket before the exam.
If there are any changes after the issuance of the docket, these will be communicated to you by ACCA through an email. It is very important that you stay updated and you are completely prepared with the correct details on the day of the exam.
How Can I Get Technical Support?
ACCA examination technical support will be the utmost keynote for solving ACCA exam issues and thus can be taken as the fundamental resource in this regard. If anything went wrong during an examination because of a software glitch or breaks in connectivity, the first point of contact is an invigilator via the chat option. If you have some pre-exam queries regarding this issue, ACCA has made available a step-by-step troubleshooting guide in detail or a remote exam system test to ensure whether your system is ready or not to take the ACCA remote exam.
Students should also be familiar with the ACCA technical support helpline and have contact details to hand during the examination.
Problems Logging Into My ACCA
Logging into the myACCA portal is critical in starting your exam. Common ACCA exam issues with log-ins include using the wrong credentials, account lockouts, and browser compatibility issues. To avoid these:
- Check your login credentials.
- Clear browser cache and cookies.
- Use an ACCA-recommended browser.
- Make sure pop-up blockers are off, as these may interfere with access to exams.
If problems persist, you may seek help at the ACCA support centre.
Internet Connectivity Issues
A good-quality internet connection is one of the critical aspects of your successful ACCA exam. In the case of breakdowns, you may either be logged out from the exam or not be able to resume your session. So, to minimize risks:
- Use a wired connection rather than Wi-Fi for better stability.
- Run a speed test prior to the exam to ensure that your connection meets the required bandwidth.
- Try to avoid scheduling downloads or streaming on the same network at the time of your exam.
The exam software will automatically save your work if connectivity is lost. Restore the connection, and you will be able to continue from the point where you left off without losing any work.
Webcam Issues
The webcam is very important during remote invigilation. The most common problems occur:
- Webcam in use by another application.
- Disabled webcam settings.
- Poor lighting or positioning.
To resolve these, ensure that all nonessential applications are closed down, webcam settings are changed accordingly, and the workstation environment is well lit. In case this happens with you, restart the computer and run the ACCA remote exam system test to ensure it is going to work.
Leaving Your Exam Early and Mitigating Circumstances
If technical problems interfere with your exam, you may withdraw and either
- Rebook the exam for the following week for subjects like PM, FR, FM, TX-UK, and AA.
- Get credit for your exam fees.
The application must be done through your myACCA account with evidence that supports the issue for a withdrawal request.
Mitigating Circumstances
If technical disruptions adversely affect your performance, but you complete the exam, you can submit a mitigating circumstances request. ACCA will take it into consideration at the time of grading.
Is There Any Equipment I Can Use on My Desk, Such as a Computer or Laptop?
Only the following equipment is permitted on your desk during the ACCA examination:
- Your computer/laptop, whose specification meets the technical specifications put forth by ACCA.
- A silent, cordless calculator.
- A desk cleared of unauthorized items such as notes or extra hardware.
Make sure your setup is appropriate according to ACCA’s guidelines so that you are not caught off guard at the exam.
What Are the Minimum Technical Requirements?
Before taking the exam, please ensure your device meets or exceeds the following minimum hardware and software requirements:
- Operating System: Original Windows or macOS.
- Browser: Chrome/Edge updated versions.
- Internet speed: stable connection with good bandwidth.
- Webcam and microphone: working properly and well configured.
It is necessary to run the ACCA remote exam system test on your device and network to confirm compatibility.
What Should I Do If I’m Not Sure If My Internet Connection or Computer/Laptop Will Work for the Remote Exam?
If you are unsure about your setup:
- Run the ACCA remote exam system test in the same environment you will take the exam in.
- Practice via the ACCA CBE practice platform under exam conditions to highlight any potential ACCA exam issues.
- Check the internet speed and stability with utilities such as Speed test.
If your setup does not pass this system test, do NOT continue to book the exam before all ACCA exam issues are resolved.
Is It Necessary to Delete or Block Any Software Prior to Taking the ACCA Online Exam?
Yes, deleting or blocking some software before taking the ACCA course online exam is important for the smooth running of the exam platform. Most of the exam software is sensitive to interference by applications running in the background, especially those accessing your camera, microphone, or system resources. These normally include antivirus programs, firewalls, screen-sharing tools, and VPNs. These applications can disrupt the exam software from functioning correctly and may lead to delays or disconnections during the exam.
Close unnecessary applications that may conflict in running, causing examination constraints; launch your examination for that purpose. You might consider opening the Task Manager in Windows or the Activity Monitor on Macintosh-based devices to spot and terminate dispensable running processes. In addition, also disable auto-updates of things or background-sync applications (for example, cloud storage) since they take system resources and bandwidth.
If you are not sure what to turn off, well in advance of your exam, access and run the ACCA remote exam system test. It will identify potential software conflicts and will advise how to fix them. With this, one is set in taking the exam with fewer hitches.
Can I Use a Dongle or a Mobile Hotspot?
Using a dongle or mobile hotspot for the ACCA online exam comes with some limitations. While dongles are generally allowed because they can enhance your Wi-Fi signal, the use of mobile hotspots is not recommended. Because they operate on cellular networks, mobile hotspots often do not have the stability necessary to take a smooth online exam. Signal strength may fluctuate, or the network may become congested, causing breaks that may impact your exam.
Note that ACCA strongly recommends using a wired Ethernet connection or stable broadband network to ensure the stability of the Internet connection. If the dongle is the only choice in this case, test its stability in advance by running the ACCA remote exam system test well in advance of your exam day. Try to avoid environments where multiple end-users share the same internet connection, as it may reduce bandwidth and lower the quality of connectivity.
Where dependence on mobile hotspots is necessary for candidates, ensure that you are in an area with strong network coverage and minimize the devices hooked to the hotspot. Be aware that if the internet connection fails during an examination, it may be termed as termination; hence, it is advised to plan a setup.
Are Photographs and Pictures Allowed on My Walls?
Yes, photographs and pictures are allowed on your walls, but with certain conditions. What the ACCA online exam rules prohibit is anything in your exam environment that may be perceived to include unauthorized information. While general decoration photographs or artwork may be passable, they should not contain any text, notes, diagrams, or any symbols that could be construed to be an aid to the examination.
The invigilator will do a 360-degree check of your surroundings through your webcam at the beginning of your exam check-in. You will be asked to take down anything they consider being against the exam rules. This would include anything that could have inspirational quotes on it or any chart that could conceivably be considered relevant to the exam. For instance, a family picture or abstract artwork is just fine, while a motivational quote poster might be suspect.
Do the self-service check of your exam area well in advance to avoid any perturbations during the e-exam. Anything that might be questioned later on, remove it and make the workspace comply with ACCA guidelines. A clean room without distractions not only creates a problem-free environment under the strict criteria but also inspires better concentration.
Is a Docket and Photo ID Required for the Exam?
While the ACCA docket is not required to be presented for the online exam, a valid photo identification is to be presented through the ID verification process to ensure that only the registered candidate sits for the said exam and to protect the integrity of the exam process.
The following are acceptable types of photo identification:
- A valid passport
- A driver’s license issued by the government
- A national identification card
Your photo identification should be current, legible, and match the information in your ACCA account. At the time of check-in, the invigilator will ask that you show your ID using your webcam. Failure to present an acceptable form of identification may result in being denied access to the exam.
Though the docket is not required for online examinations, it is a must for ACCA exam centres-based. So, always check whether it is required for your type of exam and have all the necessary documents ready on the examination day.
Would I Get My Exam Time Extended If a Technical Delay Occurred Before or During the Exam?
No, ACCA does not extend the examination time for any sort of technical delays before or during an examination. That is the policy put in place to ensure fairness and consistency across all candidates. However, ACCA puts mechanisms in place when something beyond your control occurs.
In case of a technical delay—for instance, one failure to log in or a software malfunction—you have to instantly report the same to the invigilator using the chatting facility available in the examination platform. Next, the invigilator will guide you step-by-step with troubleshooting and record that incident to be reviewed by the ACCA.
If the delay seriously affected your performance, then you can submit a mitigating circumstances request after the exam. This will allow ACCA to take your situation into consideration when reviewing your results. Please remember to attach comprehensive evidence to your request, such as screenshots or error logs.
It is also important that you perform a thorough system check before the exam and ensure your equipment meets ACCA’s technical requirements to avoid delays. Proper preparation will help you avoid unnecessary complications and stress.
Can I Still Take the Exam If I Lose Internet Connectivity?
Well, it is possible to take the exam even if the internet connectivity gets lost, but with certain limitations. ACCA online exam software automatically saves the candidate’s progress in case of an interrupted connection. Once the internet is restored, the candidate will be able to resume from where they had left off.
However, if these connectivity problems persist, it may cause your exam session to terminate. If that happens, you can request a withdrawal or mitigating circumstances using your myACCA account. ACCA will investigate your case and decide whether you get a fee credit or another opportunity for rebooking the exam.
To reduce the possibility of problems with connectivity:
- Use a wired Ethernet connection because it is more stable.
- Do a speed check to ensure that your Internet meets the minimum requirements at ACCA.
- It’s also advisable to stay away from shared networks and peak times of use in order to avoid congestion.
This may also include preparation to have a backup, just in case of sudden breaks, such as access to an alternate network.
Troubleshooting Guidance for ACCA Online Exam
Reducing Technical Risks
The first step towards mitigating the technical risks is preparation. First, go through the ACCA remote exam system test to see if there are problems with your device or internet connectivity. The system test simulates the actual exam environment and highlights incompatibilities. Use the ACCA CBE practice platform to familiarize yourself with the appearance and feel of the examination, how to navigate the examination, and what tools will be available to you during the examination.
Your work environment should also meet the ACCA recommendations: a clean desk, a quiet room, and an absence of distractions. A better-prepared environment minimizes the chances of interruptions during the exam.
Keeping Software Up-to-Date and Closing Background Programs
The old software is bound to raise compatibility issues with the exam platform. Make it a habit to regularly update your operating system and browser, as well as other software that might be required. Also, close all unused applications in order to free up system resources and avoid interference. You can monitor and manage running processes with Task Manager or Activity Monitor.
Access to Firewalls and Administrators
Note: If you are using a corporate or shared device, make sure that firewalls or administrative restrictions do not block the exam software. You might need to contact your IT administrator ahead of time to prepare your device for use with the exam. You will also be prompted for additional permissions when accessing the camera and microphone using the software.
Ensure That Connectivity Issues Are Minimized
The best option for stable internet during your exam is through wired Ethernet. If you must use Wi-Fi, locate your router near your device and minimize interference from other devices. Avoid downloading or streaming on the same network that you are taking the exam on.
Avoiding MyACCA Login Issues
Regular issues at login could easily be avoided by ensuring updates of your credentials on time and a compatible browser for the ACCA platform. Remember to clear the cache and cookies from time to time and switch your browsing mode to private or incognito if necessary. Should these issues persist, please feel free to reach out to our team at ACCA for assistance.
FAQs on Issues During ACCA Online Exam & Troubleshooting Guidance
Why Is ACCA Portal Not Working?
This can occur due to overload on the server of the ACCA portal or browser compatibility. You can try clearing the cache and changing to another browser to check if the ACCA Portal is accessible.
What Happens If You Are Absent for ACCA Exam?
Absence without prior withdrawal results in a failed attempt. Contact ACCA for further guidance.
Can I Cancel My Remote ACCA Exam?
Yes, you can cancel and rebook or request a fee credit if you meet the withdrawal criteria.
Can You Lose Your ACCA Qualification?
Failure to follow the professional and ethical standard of ACCA leads to disqualification.
Can We Give ACCA Exam Online?
Yes, ACCA provides online examinations with remote invigilation, but only if all the technical and procedural requirements are met.
