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Customer support

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We’re here to help our customers with product and technical support

If you are a test taker

Please contact your awarding organisation if you need support taking your test. More information for test takers.

If you are a test centre

Please contact the awarding organisation for this test.

Frequently asked questions

Read our FAQs for useful answers, or go straight to the contact form.


How do I log in to the Surpass Platform?

  1. In order to access the Surpass Platform, you must login with a valid user account.
  2. In your web browser, enter the URL of your Surpass instance e.g. [organisation].surpass.com
  3. Enter your account details and select the Login button to login.


How do I download and install the Surpass Viewer?

  1. Navigate to https://viewer.surpass.com. Press either Download MacOS Installer or Download Windows Installer depending on which operating system you are using.
  2. Open the Surpass Viewer Installer to install the Surpass Viewer. If you are using MacOS, drag the Surpass Viewer file into the Applications folder when prompted.
  3. Once installed, open the Surpass Viewer to launch it. You can find the Surpass Viewer in your applications folder (Go > Applications) on MacOS or your local folder (C:\Users) on Windows.


How do I download and install SecureClient?

  1. You can install SecureClient from the Launch Test screen in the Surpass Platform (click Deliver Test from your Home screen).
  2. Select Secure Delivery in the Launch Test screen.
  3. Select Download for Windows or Download on the App Store, depending on which operating system you are using, to begin the installation process.


SecureClient is stuck in an update loop?

  1. Find the folder on your computer where you have installed SecureClient.
  2. Open the folder.
  3. Right-click SecureClientInitialRun.
  4. Run as administrator.
  5. If the update loop continues, you may need to grant read/write permissions on the SecureClient folder. You can do this by logging in as a user with higher permissions.
  6. If all the above fails, try reinstalling SecureClient.


How do I resolve the “SecureClient cannot be opened until Windows text suggestions are disabled” notification?

  • The Windows 11 settings Show text suggestions when typing on the physical keyboard, Multilingual text suggestions, Autocorrect misspelt words, and Highlight misspelt words settings must be disabled before SecureClient can be launched. Navigate to Settings > Time & language > Typing in Windows to ensure these are disabled ahead of time on any device being used in a live test session.
  • In Windows 10, these settings can be found in Settings > Devices > Typing.

Still need help?

Fill in this form to get product and technical assistance from the Surpass team.

Please note our support desk opening hours over the holidays:

  • December 25-26 – Closed
  • December 27-31 – Open as normal
  • January 1 – Closed
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