Payment FAQs

Licenses for ExamSoft to use Examplify may be paid for in 2 different ways, depending on your institution's configuration. Payment may need to be made directly to your institution, or you may be prompted to pay when you first log in to your ExamSoft account.

The frequency of payment is configured by your institution, not ExamSoft.

If you are unsure about where to pay or when to pay, reach out to the department or administrator at your school or organization. This might be your:

• IT support team
• Student services department
• Exam coordinator
• Course instructor

If You DO Need to Pay:

1. Find Out the Payment Method: If your institution confirms that you need to pay, ask them what payment methods are accepted. If you are paying for the license when logging in to ExamSoft, you will see the possible payment options at that time.
2. Double-Check Payment Details: Before you try to pay, make sure you understand the payment process and have all the necessary information ready. This might include:
   • The exact amount you need to pay.
   • The semester or term you need to pay for.
   • Where and how to enter your payment information.
   • Any deadlines for payment.

By contacting your institution first, you'll get the right answer about whether you need to pay for Examplify and how to handle it if you do.

1. Confirm Payment Method: First, contact your institution to determine the specific payment method required for Examplify access.
2. Follow Instructions: Once you know the payment method, refer to the appropriate article based on your institution's portal. Refer to the How Do I Know if I Have the Enterprise Portal or the Legacy Portal? article to determine which portal your institution uses:
   • For institutions using the Enterprise Portal, see the Enterprise Portal: Student Pay article payment instructions.
   • For institutions using the Legacy Portal, see the Legacy Portal: Student Pay article for payment instructions.

If you paid for the wrong Examplify pay period:

1. Contact Your Institution: Immediately reach out to your institution's administrators. They manage your access and billing for Examplify. ExamSoft Support will not be able to process a refund for these requests.
2. Process: Your institution's administrators will need to contact their ExamSoft account owner to initiate and process any applicable account adjustments.

If you receive a message saying your voucher code is incorrect:

1. Verify Letter Case: Ensure that every letter you entered is the correct letter case since voucher codes are case-sensitive (uppercase or lowercase).
2. Watch for Look-alikes: Pay close attention to characters that can be easily confused:
   • Lowercase "L" and uppercase "i"
   • The letter "O" and the number "0"
3. Correct and Retry: If you find any mistakes, fix them and try entering the voucher code again.

If none of the above fixes your issue, reach back out to your institution for another voucher code, as Support is not able to provide exam takers with existing or new voucher codes.

If you are unable to read the entirety of your voucher code for any reason (i.e. voucher is torn, scratched off, etc.), Support does not have the ability to look up, create, or give out voucher codes. These codes are managed and provided by your institution. Instead:

1. Contact Your Institution: Reach out to the department or administrator at your organization who gave you the voucher code. This might be:
   • Your bookstore
   • The department that handles exams
   • Your IT support
   • Student services

2. Explain the Problem: Explain that your voucher code is damaged and unreadable.
3. Ask for Next Steps: Inquire about what they can do to help you get a new or replacement voucher code.

If you believe you have made duplicate payments for your ExamSoft User License, please take the following steps:

1. Contact Your Institution: Immediately reach out to your institution's administrators. They manage your access and billing for Examplify. ExamSoft Support will not be able to process a refund for these requests.
2. Refund Process: Your institution's administrators will need to contact their ExamSoft account owner to initiate and process any applicable refund request.

1. Contact Your Institution: Immediately reach out to your institution's administrators. They manage your access and billing for Examplify. ExamSoft Support will not be able to process a refund for these requests.
2. Refund Process: Your institution's administrators will need to contact their ExamSoft account owner to initiate and process any applicable refund request.

Regardless of whether the software is used or exams taken, purchasing the software license means the user pays for the right to use the software.