Stop and record what happened
Write down the error wording, the time of the attempt and the test you selected. If you save a screenshot, hide the full voucher code and personal information before sharing it. Do not post the code in a public review or discussion while asking for help.
Check whether money has already been charged or an appointment appears in your provider account. A failed-looking screen and a completed transaction can require different support routes. Avoid repeated purchases until you know which state you are in.
Work through these checks
| Check | What to compare |
|---|---|
| Code entry | The original delivery message versus what was entered; inspect spaces and similar-looking characters. |
| Test | The exact Academic, Core or UKVI product described by the seller. |
| Country | The testing country versus the country permitted by the voucher. |
| Expiry | The printed deadline and whether the intended appointment is permitted. |
| Usage or previous attempt | Any earlier successful redemption or completed appointment. |
| Account or checkout | Whether the problem occurs before entering the voucher or only after applying it. |
These checks help you describe the problem; they do not prove a code is valid. A third-party “voucher checker” that requests the complete code can expose it. Use the issuing seller and official provider routes instead.
Contact the party responsible for the issue
For a missing delivery message, an unclear product description or a code that does not match what you bought, begin with the seller. For an account problem or an appointment already recorded by the provider, contact the provider. Keep the order and appointment references separate.
Source: Pearson: booking help and support routes ↗
If you bought elsewhere, Book Exam Online cannot inspect that seller’s order records. Our general enquiry address is for our own service information and guide corrections; it is not a substitute for the supplier’s support channel.
What to include in a support request
- Order reference and the test/country you intended to book.
- Exact error wording, with the voucher code removed from screenshots.
- The time of the attempt and whether the account shows an appointment.
- The relevant expiry or product-condition wording.
- A clear request: clarify coverage, locate delivery, or investigate the rejection.
Provide sensitive information only through the provider or supplier’s appropriate secure process when necessary. Never send your account password in a general support email. Keep replies and receipts until the issue is resolved.
After the issue is resolved
Check the account again before trying another purchase. If you can proceed, review the final payment summary, complete the booking and keep the confirmation. If the code cannot be used, resolve the seller’s stated remedy before assuming that a refund or replacement is available.
Common questions
Should I buy another voucher immediately?
First check the original order, payment and appointment status. A second purchase may leave you with two payments or products.
Can this page verify my voucher code?
No. This guide does not collect or validate codes. Use the issuing seller and official provider support.
Official sources & review note
Sources reviewed 13 October 2026. Provider rules can change. Confirm the current requirements before purchasing or booking.