Question 1

What exactly do you sell?

Accepted Answer

Exam preparation material for third party IT and professional certification exams. Each product is a set of practice questions with answers and explanations, delivered in one or more of these formats: PDF , a downloadable file you can read on any device, web based practice test , which runs in your browser while you are signed in, desktop practice test software for Windows, bundles , which combine formats for one exam at a lower total price. You can browse everything we cover on the vendors page .

Question 2

Do you provide the certification itself?

Accepted Answer

No. We provide preparation material only. We cannot award, arrange, or influence a certification. To sit an exam you register directly with the certification body or an authorised test provider such as Pearson VUE or Prometric, and you take the exam under their rules. We are not affiliated with, endorsed by, or licensed by any certification vendor. We use vendor names and exam codes only to identify which exam a product prepares you for.

Question 3

Which certification should I take?

Accepted Answer

That depends on your role, your experience, and where you want to go next, and we are not in a position to advise you on it. The certification vendor's own learning path pages are the best starting point, followed by role specific discussion communities where people describe what a certification actually did for them.

Question 4

Can I pass using your questions alone?

Accepted Answer

For many exams, candidates do. We would still be doing you a disservice if we told you that was the whole answer. Our material works best when you already have hands on familiarity with the subject and you are using practice questions to find your gaps, get used to the question style, and build exam pace. Treat a product as a rehearsal, not a substitute for understanding. Plan on at least two weeks of study before your exam date, which is also a condition of our pass guarantee .

Question 5

Can I try before I buy?

Accepted Answer

Yes, and we recommend it. Free demos are available for our products, so you can see the question style, the explanations, and the software before you spend anything. Look for the demo link on any product page or visit the demos page .

Question 6

What do I need to run each format?

Accepted Answer

Format Requirements PDF Any device with a PDF reader. Windows, macOS, Linux, Android, iOS, phone, tablet, or desktop. Web based practice test A current browser and an internet connection. Works on Windows, macOS, Linux, and ChromeOS. Needs a screen of roughly 7 inches or larger to lay out correctly. Desktop practice test software Windows with the .NET Framework. It does not run on macOS, Linux, or Windows Server editions. If you are on a Mac or Linux and want the interactive experience, choose the web based version rather than the desktop one. If you hit a display or compatibility problem on a supported setup, contact support and we will sort it out.

Question 7

Why does my product now have fewer questions than before?

Accepted Answer

Because we removed the ones that no longer reflect the live exam. When a vendor updates an exam, retired questions come out at the same time as new ones go in, and the two do not always balance. A smaller, current set is worth more than a larger, stale one: you study less and you study the right things.

Question 8

I found a mistake in a product. What should I do?

Accepted Answer

Tell us. Send a screenshot of the question to support@mometrix.com with the exam code. We will verify it, correct it, and publish an updated version to your member area, and you will not be charged for the corrected file. Reporting errors genuinely helps, and we would rather hear about them than not.

Question 9

What payment methods do you accept?

Accepted Answer

Major credit and debit cards, and PayPal where it is offered at checkout. The methods available to you are shown on the checkout page.

Question 10

Who actually charges my card?

Accepted Answer

For most orders, FastSpring processes the payment and acts as the merchant of record, which means FastSpring is the seller for that transaction and its name is what appears on your statement. FastSpring also calculates and remits any VAT, GST, or sales tax due in your country. We never see or store your full card number. See the Privacy Policy for what we do receive.

Question 11

Is VAT included in the price I see?

Accepted Answer

If you are a consumer in the EU or the UK, the price you are asked to pay at checkout includes the VAT that applies in your country, and it is shown to you before you commit. Business customers can enter a valid VAT registration number at checkout, and the reverse charge is applied where the rules allow it. Your invoice is issued by the merchant of record and is available after purchase.

Question 12

My payment keeps failing. What now?

Accepted Answer

Work through these in order: Check that the billing address you entered matches the address your bank holds for the card, character for character. This is the single most common cause. Check the card's expiry date and security code. Try a different card, or PayPal if it is offered. Contact your bank. International or online purchases are often declined by the bank's own fraud rules, not by us, and a quick call usually clears it. If none of that works, email support@mometrix.com with the approximate time of the attempt and the last four digits of the card, and we will look into it with the payment provider.

Question 13

Do you offer discounts?

Accepted Answer

Yes, in three ways: Bundles , which combine the formats for one exam at a lower total price than buying them separately. Value packs , for popular exams and vendor groups. Volume , if you are buying three or more products. Contact sales@mometrix.com before ordering and we will quote on the total. Corporate and trainer pricing is separate; see Corporate and trainer access .

Question 14

I have paid. When can I download?

Accepted Answer

Straight away. Once the payment is confirmed and you have the confirmation email, the product is in your member area ready to download or to open. If it is not there within a few minutes, check the email address on your order and then contact support. Do not pay again.

Question 15

Where do I download from?

Accepted Answer

Sign in and go to your account . Every order you have placed is listed there with its download button, licence key where applicable, and the date its entitlement expires.

Question 16

How many files can I download on a multi exam plan?

Accepted Answer

Access plans are for individual study, so a fair use limit applies. Unless your plan page says otherwise: 5 files per day and 20 files per month on bundle and unlimited access plans, 10 exams per week on unlimited access. Downloading through multiple unrelated geographic IP addresses looks like account sharing and can get access suspended. If you travel or use a VPN and get caught by this, contact support and we will restore it.

Question 17

What is the difference between unlimited access and corporate or reseller access?

Accepted Answer

Unlimited access is a personal plan. You get access to the exams on our catalogue, within the fair use limits above, for your own study. You may not redistribute anything. Corporate and trainer access is a licensing arrangement. You buy licence keys that you may assign to named clients or students, you get a panel for creating and managing those accounts, you keep control of the keys and can revoke them, and, where agreed, you may present the material under your own branding.

Question 18

How long does my purchase stay supported?

Accepted Answer

90 days from the date of purchase on the standard plan. That covers both product updates and support. Longer entitlement periods, up to 12 months, can be bought at checkout where offered.

Question 19

Are updates free?

Accepted Answer

During your entitlement period, yes, completely. Any updated version of a product you bought appears in your member area at no extra cost, however many times we revise it.

Question 20

How do I get an update?

Accepted Answer

Sign in and download the current version from your account . There is nothing to install or to claim; the newest file is always the one linked there.

Question 21

How often are products updated?

Accepted Answer

There is no fixed schedule, because we do not control when a vendor changes an exam. We update as soon as we have verified changes, which can mean several times in a month for a volatile exam and not at all for a stable one.

Question 22

I downloaded again but still got the old version.

Accepted Answer

That is almost always local caching. In order: Delete the copy already on your computer, and empty the recycle bin or trash. Clear your browser cache, or open the member area in a private window. Download again from the member area. If the file is genuinely unchanged, check the version or revision date shown next to the product. If it does not match what you expected, contact support.

Question 23

What happens when my 90 days run out?

Accepted Answer

Updates and support stop, and desktop activations tied to that entitlement are deactivated. Files you already downloaded remain yours to read.

Question 24

Can I renew or extend?

Accepted Answer

Yes. In your member area there is a Renew button next to each product. Renewing an expired licence is offered at a 30% discount , and extending before expiry at a 50% discount , each giving a further 90 days of updates and support. If the button does not appear or the price looks wrong, contact support before paying.

Question 25

I am in the EU or the UK. Can I cancel?

Accepted Answer

Yes. Consumers in the EU and the UK have a 14 day right of withdrawal on digital purchases, with no reason needed. Email support@mometrix.com with your order number within 14 days of the order and we refund you in full within 14 days of being told. The one thing to know: that right can be lost once you start the download, but only if you were expressly asked at checkout to consent to immediate access and to acknowledge that you were giving up the right . A general "I accept the terms" tick is not enough for that. The full explanation is in the Terms and Conditions . This is a legal right. It sits alongside our pass guarantee and is not limited by it.

Question 26

I used the product and still failed. How do I claim?

Accepted Answer

Through the pass guarantee. Email support@mometrix.com with: your order number, a scan of your exam enrolment slip, showing when you registered, a copy of your official result or score report, as a PDF, the name and payment method used on the order. We review it and either refund you or, if you prefer, swap the product for another exam of your choice. Approved refunds are paid within 7 business days to the original payment method.

Question 27

What are the conditions on the guarantee?

Accepted Answer

The full list is on the Refund Policy page, and it is worth reading before you buy. The main ones: you must have studied the material for at least 7 days, purchased within the last 90 days, taken the exam rather than skipped it, and used a current rather than an outdated version. The guarantee does not cover non proctored exams, retired exams, bundles and packages, products obtained free or at a heavily reduced price, or certain vendors. Your statutory rights as a consumer apply regardless of whether any of these conditions is met.

Question 28

The product is faulty or not as described. Is that the same thing?

Accepted Answer

No, and this matters. If a product does not match its description or is not of the quality you could reasonably expect, that is a conformity problem , and EU and UK consumer law gives you a remedy: repair, replacement, a price reduction, or a refund. It applies for two years from supply in the EU, and it does not depend on you sitting an exam or meeting any guarantee condition. Write to support@mometrix.com and describe what is wrong. There is no charge for raising it.

Question 29

Who is eligible?

Accepted Answer

Trainers, training providers, and corporate representatives buying for a team. Apply through the corporate signup page or contact us directly. Once your application is processed you get access to a panel for managing licences and client accounts.

Question 30

How does it work?

Accepted Answer

You buy licence keys, which you assign to your students or staff. A key is usable on 2 devices by default, and you can buy additional activations. You create and manage client accounts from your panel. You keep control: you can stop sharing a key at any time. We suggest trying the free demo first so you know the software suits your training format before you commit.

Question 31

What does it cost?

Accepted Answer

Eligible trainers and corporate buyers get at least 20% off the retail price of each product, with the exact figure disclosed once your application is approved. The minimum order is 5 licences of any exam, which is there to stop the discount being used for single purchases.

Question 32

Is the site secure?

Accepted Answer

The site is served over HTTPS throughout, with HTTP Strict Transport Security, a Content Security Policy, and the standard protective response headers. Passwords are stored as one way hashes and are never emailed to you or shown back to you. Administrative access is role based and logged. Card details are never handled by us. They go directly to our payment provider, which is PCI DSS compliant, so there is no card number on our systems to expose. No site can honestly claim to be perfectly secure. What we can tell you is what we do, which is above, and that if a breach ever put your data at risk we would notify the relevant regulator within 72 hours and tell you directly where the law requires it.

Question 33

Do you share my information with anyone?

Accepted Answer

Only where it is needed to run the service, and never for sale. We use service providers for hosting, payments, email delivery, support, and, if you accept cookies, analytics. Each is contractually restricted to acting on our instructions. We do not sell personal data and we do not share it for advertising. The full picture, including who the categories of recipient are and what safeguards apply when data leaves the EEA or the UK, is in the Privacy Policy .

Question 34

Do you use tracking cookies?

Accepted Answer

Only if you accept them. Analytics scripts are not loaded at all until you press "Accept" in the cookie banner, and pressing "Reject" costs you no functionality. You can change your choice at any time with the Cookie settings link in the footer. The cookies we set, with their purposes and lifetimes, are listed in the Privacy Policy .

Question 35

How do I get a copy of my data, or have it deleted?

Accepted Answer

Email support@mometrix.com from the address on your account and say what you want. Under the EU and UK GDPR you can ask for access, correction, deletion, portability, restriction, or to object to processing, and you can withdraw consent at any time. We respond within one month, free of charge. Deleting your account data means losing access to your purchases, so tell us if you would rather have a copy first. Records we are legally required to keep for tax purposes cannot be deleted. Details are in the Privacy Policy .

Question 36

I cannot sign in.

Accepted Answer

Work through these: Check the email address. Use the one the order confirmation was sent to. A second, accidentally created account is a common cause. Reset the password from the forgot password link. The reset email can take a couple of minutes; check the spam folder. Check that the account is verified. If you never clicked the verification link, request a new one. Clear cookies for this site , or try a private window. A stale session cookie can block sign in after a long gap. Turn off any VPN temporarily. Sudden changes of country on an account can trigger our abuse protection. If none of that works, email support@mometrix.com with the email address on the account and roughly when you last signed in successfully. Do not send us your password: we will never ask for it, and no one from our team will ever ask you for it either.

Question 37

My download is blocked or my account is suspended.

Accepted Answer

That usually means an automated fair use or abuse check has flagged the account, typically because of downloads from several unrelated locations in a short window. A person reviews every case before an account is suspended , and you can contest it. Write to support@mometrix.com , explain the circumstances, and ask for the decision to be reconsidered.

Question 38

The desktop software will not install.

Accepted Answer

Check first that you are on Windows with the .NET Framework installed, since the desktop version does not run on macOS, Linux, or Windows Server. If you are, try running the installer as administrator and temporarily allowing it through your antivirus, which sometimes quarantines the licensing component. Still stuck? Send the exact error text or a screenshot to support@mometrix.com . If we cannot get it running, we will move you to the web based version at no charge.

Frequently Asked Questions About Our Practice Tests

Getting started

Products and formats

Payments, tax, and billing

Downloads and access

Updates, support, and renewals

Refunds, guarantee, and cancellation

Corporate and trainer access

Privacy, security, and your data

Troubleshooting