Contact
Write to us
Everything goes to one address and is answered by a person: [email protected]
Write in English or in your own language. One message per problem, with the account email and, for anything paid, the order reference, gets a shorter reply than a long one that covers three.
What to include
Your account
Sign-in problems, a changed email address, or an account you want closed. Include the email you registered with.
A payment or refund
Quote the order reference from your receipt email. Refund requests within 7 days of purchase are covered by the refund policy.
Refund policy →A mark you disagree with
Tell us which task and which criterion. A marking question is the most useful email we get — it is how the marking gets better.
An exam you need
If your exam is not on the site yet, say which one. Requests decide what gets written next.
Schools and institutes
Seats, assignments and class reports are available for institutes. Ask for the institute setup.
Answered without an email
Four questions that arrive most often, and where the answer already is.
Forgotten password
Reset it from the sign-in page; the link arrives at the address you registered with. Check the junk folder before writing.
Reset password →A receipt
Every purchase is confirmed by email at the time of payment, with the order reference the refund policy asks for. Nothing is charged silently and nothing renews on its own.
How a mark was reached
Writing and speaking are marked on the exam's own criteria, and each report names the criterion behind every point. Read the report first; if it still looks wrong, that is exactly the email we want.
Which plan covers what
The pricing page lists every plan, its length and the number of tests it includes, from the same file the checkout reads.
Plans →
What we cannot help with
Three things arrive at this address that belong somewhere else. Saying so here saves you a day.
Registering for the real test
ExamStep is practice, not the test. CELPIP is booked with Paragon and TOEFL with ETS; the rules, fees and deadlines for each are summarised on this site from their own pages.
Immigration advice
We publish what IRCC and Home Affairs publish, with the source beside each figure, and nothing more. Which programme to apply under, or whether a score is enough for your case, is a question for IRCC or a licensed consultant.
A score dispute with a test provider
A re-evaluation of a real CELPIP or TOEFL result is requested through the provider's own account, within its own deadline. We cannot see or change an official score.
Where the rules are written
The terms of service say what a plan includes and what we owe you; the refund policy says when money comes back and how to ask; the privacy policy says what we keep, why, and how to have it deleted. A privacy request or a request to close an account goes to the same address as everything else.
ExamStep is based in Ontario, Canada. More about the company →