Frequently Asked Questions


I have forgotten my Prometric ID.

Please check your Prometric ID from the menu [Forgot my Prometric ID] on the Login page.

I have forgotten the password for my Prometric ID.

Please check your password from the menu [Forgot my Password] on the Login page.

I cannot log in.

You may have entered a wrong name or password. Please make sure the name and password you entered is correct and same as the ones when you registered for your Prometric ID. Password is case sensitive.
From 18:30 to 22:00(JST) on Thursdays, online reservation services are unavailable due to system maintenance. Please access the system after the end of the maintenance period.

I failed to make a reservation with the credit card.

Please make sure your credit card is 3-D Secure activated. Also, you may have entered a wrong password so please make sure you enter a correct password for the 3-D Secure authorization. Please contact your credit card company to ask for details.

I failed to make a reservation with the credit card but the test fee was charged. Can I get my test fee refunded to me?

If you failed to make a reservation, your test fee is not charged by us. If the fee is shown as charged, it will be refunded to you by your credit card company. The date when the fee is refunded is decided based on the policy of your credit card company.

I registered my name wrongly.

Please send the following information to Prometric Customer Service Center at least 3 business days prior to the testing day (at least four business days if the test date is on weekends or Japan's national holidays.)
・Prometric ID
・Correct name
Your name must be registered correctly with English Alphabet and match your Passport. After completing the test, name correction is not accepted.

I registered my date of birth (gender or nationality) wrongly.

[ Before 3 business days prior to testing day ]
Please cancel your current reservation immediately and make a new reservation with the correct information.

[ After 2 business days prior to testing day ]
Please send the following information to Prometric Customer Service Center.
・Prometric ID
・Registered name
・Correct date of birth (gender or nationality)
Please note it takes about 10 days to correct the information.

Will I be able to check my Confirmation Letter again after closing the registration website?

You can check your Confirmation Letter again on the registration website, it will be available until the testing day. Please login to your account at the registration website where you made your test reservation.

I don't see my test recorded in my account after receiving the test reservation confirmation notice e-mail.

Please make sure you login to the correct registration website. Registration website is different for each tests. Please login to your account at the registration website where you made your test reservation.

What do I need to bring on the test day?

Please bring acceptable identification document(s) and Confirmation Letter(s) on the testing day.

May I use a dictionary while taking the test?

Personal items are not allowed in the testing room. You are requested to place all your personal items in a locker. Please refrain from bringing valuables or large baggage with you.

I have purchased a voucher. Can I cancel the order?

You cannot cancel your order nor can you get a refund.

I purchased a voucher but could not make a reservation because there were no vacant seats. Can I cancel and get a refund for the voucher?

You cannot cancel your order nor can you get a refund even if there are no vacant seats after purchasing the voucher. You can make a reservation for another day using the same voucher as long as it is available, within the expiration date. The number of available seats at test center (venue) is limited. Please only purchase the vouchers after you have checked that there are sufficient number of available seats for you. You can check seats’ availability at “Scheduling Procedures” section.

When does the voucher expire?

The expiration date of a voucher is different for each test. Please contact the person where you purchased the voucher from.
[ As for JFT-Basic ]
The expiration date of a voucher is 180 days counting from the purchase date.

[ As for other 'Specified Skilled Worker' tests ]
The expiration date of a voucher is basically at the end of March from the purchase date. Voucher number and the expiration date are both very important. Please make sure you keep both information with you.

I purchased a voucher (test ticket). Will the receipt be issued?

Please contact the person where you purchased the voucher from.

I was absent from a test. Can I retake it?

You are allowed to take a test again as long as you apply for the test and pay the test fee. However, the fee for the test that you were absent from will not be refunded.

Can I take the test more than once?

Please see the [Retake Policy] of your desired test on its registration website.

I have failed a test. Can I retake it?

Please see the [Retake Policy] of your desired test on its registration website.

If I cannot take my test on test day due to a natural disaster or system trouble, will the expenses I have incurred for the transportation to the test site be refunded?

In the event such as unable to take your test on testing day due to natural disaster, system trouble or other unforeseen circumstances, you will be offered to make a replacement for your test at another date and time. Therefore, transportation expenses incurred by examinees will not be refunded.