Support
Help centre
Answers to the things people most often need help with. If none of these covers it, write to us and a person will reply.
Accounts and signing in
I cannot sign in. Use the reset link on the sign-in page to set a new password. If the reset email does not arrive within a few minutes, check the spam folder — it is sent from the shared account system used across this group of sites.
I have an account on another site in this group. Use the same credentials here. The account is shared; purchases are not, so tests bought elsewhere do not appear in your NewEducare library.
Taking a test
My connection dropped mid-test. Your answers are saved as you give them, and also kept in your browser. Return to the test and you will resume at the same question with the remaining time intact.
Can I pause a test? Where the exam being practised allows it, yes — the pause control appears in the test header. Where the real exam does not allow it, the practice test does not either, because a pause would remove exactly the pressure the test is meant to reproduce.
The timer ran out before I finished. The section is submitted automatically with whatever you had answered. Unanswered questions are marked as unanswered, not as wrong, and the report separates the two.
A question looks wrong to me. Use the report link on the question itself. It records which question and which test, so it can be checked against the source. We correct genuine errors and tell you what we found.
Payments and access
I paid but my test has not appeared. Access is granted when Stripe confirms the payment, which is usually a few seconds. Some payment methods settle more slowly. If a receipt has arrived from Stripe but the test is not in your library after ten minutes, contact us with the receipt and we will put it right.
Which currency am I charged in? US dollars, always. Your bank may convert at its own rate if your card is in another currency.
Can I get a refund? Within 14 days, if you have not started the test in question. See the refund policy for the full terms.
Will I be charged again? No. Every purchase is a one-off payment and nothing renews.
Still stuck?
Contact us with your account email and, if it is about an order, the receipt reference. We answer in English.
Written and reviewed by the NewEducare editorial team · Last updated