A learner may not show up in the list of available candidates for an exam due to a few different reasons.

Please see the most common reasons below:

If a learner has been registered on the qualification for some time and they are currently not showing in the candidate list then they may have already passed the exam in a previous attempt.

Please follow the instructions in this article showing how to check for exam results.

You may wish to schedule an exam for a learner who has already passed, so that they may improve their result. This option is not available for all exams so please ensure you check that it is allowed for the particular qualification the learner is registered onto. You can check this in the 'Qualification Manual' specifically under section '6.0' which will contain further details on retaking the exam.

Please see this guidance on how to download a Qualification Manual from the Publications area in Online Services.

If the qualification manual confirms that a learn can take a re-sit to improve their online exam score, please contact our Exams Team: exams@eal.org.uk and provide the following details:

If you are unable to find results for the learner in question, please see below the other possible reasons for the learner not showing in the candidate list for an exam.

Check Online Services to ensure that the learner has been registered on the qualification and its corresponding exam unit.

If you find that the learner has not been registered on the qualification, then you will need to register them.

If you find that the learner has been registered on the qualification, but the exam unit is an optional unit that has been missed out, then this will need to be added on so that the learner can sit the exam. Our Customer Experience Team will be able to assist you with this.

Please contact our Customer Experience Team for any queries related to the 'Registration Process' either through live chat, email: customer.experience@eal.org.uk or phone: 01923 652400.

Once a learner has been registered on an exam, it may take up to an hour for them to show up in the list of available candidates for an exam. If you have just registered a learner, please ensure you allow enough time for their registration to integrate into Surpass.

However, if it has been longer than an hour since the learner was registered and they are still not showing in the candidate list, please let our Exams Team know as soon as possible.

Please send the following details to exams@eal.org.uk so that we can look into this further for you: