{"id":6767,"date":"2022-02-01T09:54:29","date_gmt":"2022-02-01T09:54:29","guid":{"rendered":"https:\/\/surpass.com\/?page_id=6767"},"modified":"2026-01-02T10:29:43","modified_gmt":"2026-01-02T10:29:43","slug":"customer-support","status":"publish","type":"page","link":"https:\/\/surpass.com\/en-gb\/customer-support\/","title":{"rendered":"Support for Customers"},"content":{"rendered":"[vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#265063″ scene_position=”center” text_color=”light” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” id=”header-row” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

Customer support<\/h1>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” scene_position=”center” text_color=”dark” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/6″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][image_with_animation image_url=”6711″ image_size=”full” animation_type=”entrance” animation=”None” animation_movement_type=”transform_y” hover_animation=”none” alignment=”” border_radius=”none” box_shadow=”none” image_loading=”default” max_width=”100%” max_width_mobile=”default”][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”2\/3″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text]\n

We\u2019re here to help our customers with product and technical support<\/h2>\n[\/vc_column_text][divider line_type=”No Line” custom_height=”40″][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all”][vc_column_inner column_padding=”padding-4-percent” column_padding_tablet=”padding-4-percent” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” color_overlay=”#fdf7b6″ gradient_direction=”left_to_right” overlay_strength=”0.5″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”2px” column_border_color=”rgba(244,202,17,0.5)” column_border_style=”solid”][vc_column_text]\n

If you are a test taker<\/h3>\n

Please contact your awarding organisation if you need support taking your test. More information for test takers.<\/a><\/p>\n

If you are a test centre<\/h3>\n

Please contact the awarding organisation for this test.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][divider line_type=”No Line” custom_height=”40″][vc_column_text text_direction=”default”]\n

Frequently asked questions<\/h3>\n

Read our FAQs for useful answers, or go straight to the contact form.<\/a><\/p>\n


\nHow do I log in to the Surpass Platform?<\/strong><\/p>\n

    \n
  1. In order to access the Surpass Platform, you must login with a valid user account.<\/li>\n
  2. In your web browser, enter the URL of your Surpass instance e.g. [organisation].surpass.com<\/strong><\/li>\n
  3. Enter your account details and select the\u00a0Login<\/strong>\u00a0button to login.<\/li>\n<\/ol>\n


    \nHow do I download and install the Surpass Viewer?<\/strong><\/p>\n

      \n
    1. Navigate to https:\/\/viewer.surpass.com<\/a>. Press either Download MacOS Installer<\/strong> or Download Windows Installer<\/strong> depending on which operating system you are using.<\/li>\n
    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.<\/li>\n
    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.<\/li>\n<\/ol>\n


      \nHow do I download and install SecureClient?<\/strong><\/p>\n

        \n
      1. You can install SecureClient from the Launch Test screen in the Surpass Platform (click Deliver Test<\/strong> from your Home screen).<\/li>\n
      2. Select Secure Delivery<\/strong> in the Launch Test screen.<\/li>\n
      3. Select\u00a0Download for Windows<\/strong>\u00a0or\u00a0Download on the App Store<\/strong>, depending on which operating system you are using, to begin the installation process.<\/li>\n<\/ol>\n


        \nSecureClient is stuck in an update loop?<\/strong><\/p>\n

          \n
        1. Find the folder on your computer where you have installed SecureClient.<\/li>\n
        2. Open the folder.<\/li>\n
        3. Right-click SecureClientInitialRun<\/strong>.<\/li>\n
        4. Run as administrator.<\/li>\n
        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.<\/li>\n
        6. If all the above fails, try reinstalling SecureClient.<\/li>\n<\/ol>\n


          \nHow do I resolve the \u201cSecureClient cannot be opened until Windows text suggestions are disabled\u201d notification?<\/strong><\/p>\n

            \n
          • The Windows 11 settings\u00a0Show text suggestions when typing on the physical keyboard<\/strong>,\u00a0Multilingual text suggestions<\/strong>,\u00a0Autocorrect misspelt words<\/strong>, and\u00a0Highlight misspelt words<\/strong>\u00a0settings must be disabled before SecureClient can be launched. Navigate to\u00a0Settings > Time & language > Typing<\/strong>\u00a0in Windows to ensure these are disabled ahead of time on any device being used in a live test session.<\/li>\n
          • In Windows 10, these settings can be found in\u00a0Settings > Devices > Typing<\/strong>.<\/span><\/li>\n<\/ul>\n[\/vc_column_text][divider line_type=”No Line” custom_height=”50″][vc_row_inner column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” text_align=”left” row_position=”default” row_position_tablet=”inherit” row_position_phone=”inherit” overflow=”visible” pointer_events=”all” el_id=”contact-form”][vc_column_inner column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” overflow=”visible” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text css=”” text_direction=”default”]\n

            Still need help?<\/h3>\n

            Fill in this form to get product and technical assistance from the Surpass team.[\/vc_column_text][divider line_type=”No Line” custom_height=”40″][vc_raw_html]JTNDc2NyaXB0JTIwY2hhcnNldCUzRCUyMnV0Zi04JTIyJTIwdHlwZSUzRCUyMnRleHQlMkZqYXZhc2NyaXB0JTIyJTIwc3JjJTNEJTIyJTJGJTJGanMuaHNmb3Jtcy5uZXQlMkZmb3JtcyUyRnNoZWxsLmpzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTBBJTNDc2NyaXB0JTNFJTBBJTIwJTIwaGJzcHQuZm9ybXMuY3JlYXRlJTI4JTdCJTBBJTA5cmVnaW9uJTNBJTIwJTIybmExJTIyJTJDJTBBJTA5cG9ydGFsSWQlM0ElMjAlMjI3NjUxMjk1JTIyJTJDJTBBJTA5Zm9ybUlkJTNBJTIwJTIyM2JiZjU1NzgtMWJmNy00YWJlLTk3MWMtYmVmOGVmMjE3YjRkJTIyJTBBJTdEJTI5JTNCJTBBJTNDJTJGc2NyaXB0JTNF[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/6″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"

            [vc_row type=”full_width_background” full_screen_row_position=”middle” column_margin=”default” column_direction=”default” column_direction_tablet=”default” column_direction_phone=”default” bg_color=”#265063″ scene_position=”center” text_color=”light” text_align=”left” row_border_radius=”none” row_border_radius_applies=”bg” overflow=”visible” id=”header-row” overlay_strength=”0.3″ gradient_direction=”left_to_right” shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_tablet=”inherit” column_padding_phone=”inherit” column_padding_position=”all” column_element_direction_desktop=”default” column_element_spacing=”default” desktop_text_alignment=”default” tablet_text_alignment=”default” phone_text_alignment=”default” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_backdrop_filter=”none” column_shadow=”none” column_border_radius=”none” column_link_target=”_self” column_position=”default” gradient_direction=”left_to_right” overlay_strength=”0.3″ width=”1\/1″ tablet_width_inherit=”default” animation_type=”default” bg_image_animation=”none” border_type=”simple” column_border_width=”none” column_border_style=”solid”][vc_column_text] Customer support [\/vc_column_text][\/vc_column][\/vc_row][vc_row type=”in_container” full_screen_row_position=”middle”…<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"categories":[],"tags":[],"class_list":["post-6767","page","type-page","status-publish"],"acf":[],"yoast_head":"\nSupport for Customers - 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