Navigating the requirements for graduate school or international study often involves taking standardized tests managed by the Educational Testing Service (ETS). Whether you are preparing for the GRE or the TOEFL, you may encounter situations where you need direct assistance. From registration errors and payment issues to technical difficulties during at-home testing, knowing how to reach the right support team is essential for a smooth experience. This guide provides the most direct contact methods and tips to resolve your inquiries quickly.
How to Contact GRE Support Services
The Graduate Record Examination (GRE) is a critical step for many graduate school applicants. If you have questions regarding your test center, rescheduling an appointment, or understanding your score report, you can reach out to GRE Services through several channels.
Phone Support for GRE
For immediate assistance, calling is often the most effective method. ETS provides specific lines based on your location. If you are calling from the United States, U.S. Territories, or Canada, you can use the toll-free number. For all other locations, the global line is available.
- US and Canada: 1-866-473-4373
- Global Inquiries: 1-609-771-7670
- Hours of Operation: Monday through Friday, 8:00 a.m. to 7:45 p.m. Eastern Time (except for U.S. holidays).
Email and Online Correspondence
If your inquiry is not urgent, or if you need to provide documentation, email is a reliable option. When emailing, be sure to include your full name as it appears on your registration, your date of birth, and your ETS ID number to speed up the verification process.
- General Email: [email protected]
- Response Time: Typically 2 to 3 business days.
Getting Assistance with TOEFL Exams
The Test of English as a Foreign Language (TOEFL) has its own dedicated support team. Because this exam is taken by students worldwide, the support structure is designed to handle a high volume of international inquiries regarding the iBT (Internet-based Test) and other formats.
Phone Support for TOEFL
Similar to the GRE, TOEFL support is divided by region. Having your appointment number ready before you call will help the representative locate your account immediately.
- US and Canada: 1-877-863-3546
- Global Inquiries: 1-609-771-7100
- Hours of Operation: Monday through Friday, 8:00 a.m. to 7:45 p.m. Eastern Time.
Email and Live Chat
TOEFL test-takers can also use email for general questions about test dates and score delivery. Additionally, the official website often features a live chat function during business hours, which is helpful for quick questions that do not require account-specific troubleshooting.
- General Email: [email protected]
- Chat Feature: Available on the TOEFL “Contact Us” page during peak business hours.
Support for At-Home Testing
In recent years, many students have opted for the GRE General Test at Home or the TOEFL iBT Home Edition. These exams use specialized monitoring software and live proctors. If you experience technical issues during your exam, the contact process is different from general customer service.
Technical Troubleshooting
If you cannot launch your test or if the proctoring software freezes, you should first try to communicate with your proctor via the chat interface provided in the testing software. If you are disconnected entirely, you may need to contact the technical support provider directly.
- ProctorU Support: Most at-home tests use the ProctorU platform. You can visit their support page or use their automated system to test your equipment before your appointment.
- Resolution: If a technical issue prevents you from finishing, you must contact ETS customer service within 24 hours to report the incident and request a voucher for a retake.
Requesting Disability Accommodations
ETS is committed to providing access to test-takers with disabilities or health-related needs. However, these accommodations must be approved before you register for an exam. There is a specific department that handles these requests to ensure privacy and compliance with regulations.
ETS Disability Services Contact
Standard customer service agents may not be able to process accommodation requests. You should contact the Disability Services office directly for help with the application process or to check the status of a pending request.
- Phone: 1-609-771-7780
- Toll-Free (US/Canada): 1-866-387-8602
- Email: [email protected]
- Mailing Address: ETS Disability Services, P.O. Box 6054, Princeton, NJ 08541-6054.
Common Reasons to Contact Support
Understanding why most people call can help you determine if you need to speak to a representative or if you can find the answer in your online account portal. Common issues include:
- Score Delays: If it has been more than 10-15 days and your scores are not visible in your account.
- ID Requirements: Clarifying if your specific form of identification is acceptable for your local test center.
- Payment Failures: Resolving issues where a credit card was charged but no confirmation email was received.
- Name Corrections: Fixing minor spelling errors in your profile that must match your government ID exactly.
Tips for a Faster Resolution
To ensure your issue is resolved on the first attempt, follow these best practices when contacting support:
Have Your Information Ready
Before calling or emailing, have the following details written down: your full legal name, your ETS ID number, your test date, and your appointment confirmation number. This prevents the representative from having to search for your record manually.
Call During Off-Peak Hours
Wait times are typically longest on Mondays and during the middle of the day. If possible, call early in the morning when the lines first open at 8:00 a.m. ET to reach an agent more quickly.
Keep a Record of Communication
If you are dealing with a complex issue like a refund or a technical failure, keep a log of everyone you speak with. Note the date, the time of the call, and any case numbers or reference numbers provided by the agent. This documentation is vital if you need to follow up later.
Conclusion
Contacting the right department at ETS is the best way to resolve issues with your GRE or TOEFL exams. By using the specific phone numbers for your region and having your registration details ready, you can minimize delays and focus on your studies. Remember that most administrative tasks, such as viewing scores or sending reports to universities, can be handled directly through your online account portal. If you found this guide helpful, consider exploring our other articles on academic preparation and online service guides to help you navigate your educational journey with confidence.