How fast we reply, and what to expect

We aim to reply within one business day. Most emails are answered well inside that; the ones that take longer are usually the ones that need a person to check a payment or a claim rather than answer a question.

Phone: +1 (307) 317-7125, 8am – 8pm PT, Monday to Friday. Outside those hours email is faster, because it lands in the same queue either way.

What "one business day" means

• Monday to Friday, Pacific time. A message sent late on Friday is usually answered on Monday.
• Anything that blocks your studying jumps the queue — you paid and cannot get in, you are locked out of your account, a guarantee claim is time-sensitive.

What gets a longer answer

• Guarantee claims are reviewed by a person, and reviewing a score report is not a two-minute job. You will hear back on the claim itself, not just on the email.
• Refunds we have approved still take the card networks 5–10 business days to show up. That part is not us and we cannot speed it up.
• A bug you have reported may get a "we can reproduce it" reply before it gets a "it is fixed" one. We would rather tell you where it stands than go quiet.

How to get a one-reply answer

Send the email address on your account, your exam, and — for anything about money — roughly when you paid. Nine times out of ten that is everything we need to fix it in the first reply instead of the third.

Full contact details are in "Getting help from a person".