4.0 Appointment Cancellation and Rescheduling

This chapter includes information about making changes to SAFE MLO Test appointments, including weather cancellations and complimentary test enrollments.

4.1 Appointment Changes

NMLS policy requires candidates to cancel or reschedule their tests appointments by 11:59 PM Eastern Time, two calendar days prior to the scheduled appointment.

To change scheduled appointments, visit the Manage Test Appointments page, Prometric Site Candidates testing at a center location may also contact Prometric directly at 1-877-671-6657.

Candidates must adhere to the following schedule for rescheduling/cancelling a test appointment.

Test enrollment fees are non-refundable and non-transferable. Failure to follow the cancellation/reschedule policy or failure to show up for a scheduled test will result in the test enrollment window being closed and loss of test enrollment fee. A candidate must request and pay for a new enrollment window prior to scheduling a new test appointment.

4.2 Weather Delays and Related Cancellations

In the event that a test center is unable to open, a member of the test center staff will contact candidates to notify them of the need to reschedule their appointments without penalty.

If the test center opens late or closes early and the candidate has waited at least thirty minutes, the candidate can choose to either:
  1. Stay and take the test with their full allotment of time, OR
  2. Reschedule the appointment without penalty.
Table 1. Appointment Changes
Appointment scheduled for: Must be cancelled or rescheduled no later than 11:59 p.m. Eastern Time on:
Sunday Thursday of the previous week
Monday Friday of the previous week
Tuesday Saturday of the previous week
Wednesday Sunday of the same week
Thursday Monday of the same week
Friday Tuesday of the same week
Saturday Wednesday of the same week

4.3 Request for a Complimentary Test Enrollment Due to an Emergency Personal Hardship

NMLS understands that there may be some unforeseeable and unavoidable emergencies beyond the control of an MLO candidate that can prevent timely cancellation of a scheduled testing appointment.

If a candidate believes that an unavoidable personal hardship either made it impossible to reschedule the test appointment within the designated time-frame or physically prevented them from taking the test on the day of the scheduled appointment, then the candidate may submit a written request for a complimentary test enrollment within 20 days of the original test date. Test fees are non-refundable and non-transferable.

If supported by proper documentation, examples of potential reasons for cancellation or missing the scheduled appointment could include: medical emergency, birth of a child, death of an immediate family member. Inability to take the test due to workload, work conflicts, mechanical breakdown or an inability to properly prepare for the test are not considered emergencies. Requests citing those reasons will not be considered.

The written correspondence must include the following information:
  • Candidate’s full name
  • NMLS ID#
  • Contact Information (including mailing address, telephone number, email address)
  • Date test was scheduled
  • Test location (city and state)
  • Reason for the untimely cancellation or missing the scheduled appointment (i.e.; medical emergency, birth of a child, death of an immediate family member)
  • All requests must be supported with proper documentation from an independent third party, such as: doctor’s note on letterhead, hospital admission report, police report, death certificate reflecting relationship, etc. Requests submitted without proper documentation will not be considered.

A request will only be considered if it contains the required information outlined above and the supporting documentation together in a single mailing. Upon receipt and verification of the request, NMLS will notify the candidate in writing within 20 days of receipt of correspondence regarding the issuance of a new complimentary test enrollment window.

If the candidate is unable to wait for a decision to be made and takes the initiative to pay for and open a new test enrollment, NMLS will consider the request for a complimentary retest void and the fee will not be reimbursed for the subsequent enrollment.

Please send requests for complimentary test enrollment due to personal hardships to:

          NMLS Complimentary Enrollment Coordinator
          c/o Field Support Services
          9509 Key West Avenue
          Rockville, MD 20850

Requests may also be sent via email to NMLS_FieldSupport@finra.org.

Note: Effective October 1 2024, Online Proctored Testing (OPT) is only available to candidates who qualify for Testing Accommodations as defined by the Americans with Disabilities Act (ADA).