Membership Expired or Access Changed During an Exam

If your membership expires or your access changes while an exam is open, stop before purchasing again or creating another account. Your exam history and membership may be tied to the original profile.

What to do immediately

1. Take a screenshot of the page or error message
2. Record the exam name, approximate time, and last question reached
3. Note whether the problem occurred on the main site or the QBank
4. Do not repeatedly submit, restart, or rebuild the exam
5. Contact Smarty PANCE support

Include these details

• The email address on your main Smarty PANCE account
• The email address shown in the QBank, if different
• The exam name and approximate start time
• The exact message displayed
• Your device and browser

If your membership simply reached its end date

Existing members can review the membership extension options. Sign in before purchasing so the new time is connected to the correct account. Remaining time is preserved when an extension is correctly added before expiration.

If you already purchased an extension

Do not buy a second extension. Send the order number and purchase email to support so we can check whether it was attached to another account.

Can an exam always be restored?

Not every exam state can be recovered, and support should review the details before promising a specific result. We will investigate the account and explain the available next step.

Last reviewed: August 2026