Online entry & services FAQs

Index

1. How do I get an applicant number?
2. How do I get a password?
3. I have not received my password by email within 30 minutes
4. I already have an applicant number but can't remember it
5. I keep getting the error message '80040e14' on the sign in page
6. I keep getting the message 'exceeded maximum amount of inactivity time'
7. My credit/debit card has been declined
8. When will my appointments be displayed?
9. My results are not displayed
10. My question is not answered here

Answers

1. How do I get an applicant number?
   Please complete our UK registration form at least 24 hours before the online closing date and we will email your applicant number within one working day.
2. How do I get a password?
   Please fill in our retrieve password form and we will email your password to the email address you have registered with us.
3. I have not received my password by email within 30 minutes
   Please contact us so that we can check the email address we have registered. It may be that the security settings on your computer are blocking our system-generated email.
4. I already have an applicant number but can't remember it
   Please contact us and we will send your applicant number to the email address you have registered.
5. I keep getting the error message '80040e14' on the sign in page
   Please type in your applicant number again as this message means that there is an unnecessary space in the number itself.
6. I keep getting the message 'exceeded maximum amount of inactivity time'
   This is caused by the security settings in your browser. Please select Tools, Internet Options, Security, Trusted Site and key https://onlineforms.abrsm.ac.uk into the box provided. You should now be able to use our form.
7. My credit/debit card has been declined
   If your card is declined but you are sure that you have sufficient funds to cover the exam fees please save your entry and resubmit later.
   
   We are never given details of why a payment has been declined and it can sometimes be due to system connections beyond our control.
   
   If you continue to have problems, please try again with a different card or contact us.
8. When will my appointments be displayed?
   We display a timetable each session on the view entries and appointments screen of when we hope to confirm appointments. If you have received appointments for some candidates but not all we will send further emails when the rest of your candidates' appointments are available.
   
   If you are at all worried and the exam session is about to start please contact us.
9. My results are not displayed
   We will send you an email when your results are available. This is usually between 2 and 4 weeks for Practical exams and within 6 weeks of the exam date for Theory exams.
10. My question is not answered here
    Contact us explaining what problems you are experiencing. If the problem is technical and not covered here please email us telling us the name and version of the browser you are using, if you are using a PC, Mac or UNIX and how you access the internet so that we can help you further.