General Information

HUDHousingCounselors.com Support provides technical support and general program information related to the HUD Housing Counselor and HECM Counselor training and certification exam programs. If you have additional questions about the housing counselor training and certification program, please visit the HUD Exchange or email HUD Housing Counseling at housing.counseling@hud.gov with the subject line, "Housing Counselor Certification."

For information related to applying to become a HUD Approved Housing Counseling Agency visit the HUD Exchange or complete the Become a HUD-approved Housing Counseling Agency Learning Pathway collection of webinars.

For other questions related to HUD policies or updates, please contact your agency's HUD Point of Contact (POC), visit HUD.gov, or call 800 333 4636.

Exam Related Topics

When studying for any Housing Counselor exam, it's important to learn about the overall process, how are administered, and where you can get help.

Learn About the Process

Studying, planning, scheduling, etc. can be overwhelming but we can help you through it.

  • Accessing the Exam
  • Appointment Details
  • Feedback and Scoring
  • System requirements
  • FHA Connection
Learning Process
Proctoring

Proctoring and Rules

Whether you’re taking the exam online or in-person you need to know the rules and requirements

  • Proctoring online
  • Proctoring Onsite Kryterion Test Centers
  • Technical Issue Assistance - Instructions & Rules

Additional Exam Help

We have some good suggestions to help you ace the exam whether virtual or at onsite.

  • Advice for a Successful Test Center Exam
  • Advice for a Successful Online Exam
  • Additional Guidance About the Exam
Exam Help
Accommodations

Limited Language and Accommodations

Whether you’re taking the exam online or in-person you need to know the rules and requirements

  • Limited English proficiency
  • Materials en Español -Training
  • Reasonable Accommodations (ADA related)
View all exam related topics

Your Account Support

When have help for your training, registration, costs, payment receipts and general user account items such as password resets, locked accounts, etc.

User Account Support

Accessing Your Account

All the help you need to set up your account, making exam appointments

  • Account Overview
  • Training and Exam Status
  • Registration and Knowledge Assessment Access

Cost and Content Updates

Questions about costs and receipts? We have answers.

  • Cost
  • Content Updates
  • Receipt of Payment

Additional Account Support

Help for password resets, usernames etc.

  • User Account Locked
  • User Account - Password Reset
  • User Account - Username
  • User Account - Refunds for approved cancellation
  • HUD Housing Counseling Mailing List

Security & Cancellations

We cover what you agree to and the rules for keeping the testing process secure.

  • Acceptance of terms & Security Measures
  • Test Center Cancellations
  • No Shows & Cancellations Policy
View Account Support related topics

Learn About the Process

Accessing the exam

To access the online certification exam, to download Sentinel Secure, and to create your Biometrics Profile, you must be signed into your account on HUDHousingCounselors.com.

Once you are signed in, select Access Your Online Exam in the Countdown to Your Exam section of your User Profile Dashboard. Read the instructions on the Exam Pre-launch page then select the Proceed to Exam Status Center button at the bottom of the page to access the Webassessor Exam Status Center. From the Webassessor Exam Status Center, select MY ASSESSMENTS to view your exam details, download Sentinel Secure, create your biometrics profile, or launch the exam.

Please contact Kryterion Support if you experience issues with Sentinel, biometrics, or exam launch.

HUD test takers are never required to log into Webassessor separately. Exam related activity occurs through your HUDHousingCounselors.com account. Links to the Kryterion website are provided for informational purposes only.

Appointment details

Your test date details are included in your Assessment Purchase Confirmation email. Your test date details are also located in the Countdown to Your Exam! section of your User Profile Dashboard. You must be logged in to access your user profile. To change your test date, please log in to HUDHousingCounselors.com and visit the Exam Registration page.

Feedback and scoring

Upon completion of the certification exam, each candidate receives an immediate PASS or FAIL notification, as applicable. Candidates who pass receive an email outlining next steps. Those who fail receive an email report with information as described in the practice exam feedback explanation. Passing scores are not provided to test takers, but those who do not pass can access their scaled score on the User Profile page of their HUDHousingCounselors.com account.

Note: The minimum passing score is 500. Test takers do not receive information on topic area weighting with their exam scores. For most information, please visit the HUD FAQ on scaled scoring.

System & webcam requirements

For online proctored exams, computer systems must meet the criteria outlined on the Kryterion Online Proctoring Support page. Before scheduling your exam, we encourage you to visit this page to test equipment compatibility, which includes checks for webcam, microphone, and internet speed. Individuals planning to take the certification examination online can prepare by taking the following steps:

  1. Review the webcam requirements. NOTE: Beginning August 6, 2020, HUD will accept any camera for the online exam. An external camera will no longer be required until further notice.
  2. Visit Online Testing Requirements to check equipment compatibility for webcam, microphone, and internet speed
  3. Test browser functionality of the exam Calculator provided onscreen during the exam

HUDHousingCounselors.com cannot provide a webcam. You will not need a webcam if you choose to take the Certification Exam at a test center.

Note: A separate Webassessor log-in is not required for any step in this process. Candidates are automatically logged into Kryterion's Webassessor site with their HUDHousingCounselors.com account when they proceed to the Exam Status Center. Candidates should proceed to the Exam Status Center from the Exam Pre-launch page to complete the preparation steps and launch the exam. The Exam Pre-launch page can be accessed in your User Profile via Access Your Online Exam.

Proctoring and Rules

Proctoring online

If you experience issues with exam set up, launch, or during your exam, contact Kryterion Support immediately:

  • Live Chat for URGENT Assistance: Go to Online Proctoring Support, then select "Chat with an Expert" near the bottom of the screen. You may need to exit the exam page and access the link in a new window. After you enter your name and email address, the system should tell you how many people are ahead of you. Please wait for a Kryterion technician for assistance.
  • Webform: Go to Contact Support, then complete the form, including a detailed description, and submit. Webform responses may take up to 72 hours.

Candidates may experience long wait times for support during times of high volume. If your exam times out while you are waiting for support, Kryterion should reschedule you at no charge.

Proctoring Onsite Kryterion Test Centers

Individuals planning to take the certification examination at a proctoring center can utilize the tool to Locate a Kryterion Testing Center. Candidates can view appointment availability and schedule the exam via the Registration Process. Test centers cannot schedule your exam.

The exam will be available both in person and online throughout the US and in US Territories where there are proctoring centers, including Puerto Rico, Guam, and the US Virgin Islands. The exam will be available online only in the Northern Mariana Islands and American Samoa, as there are no proctoring centers in these areas.

For any additional questions relating to Kryterion Testing Centers, please visit the Kryterion FAQ page, Kryterion Support and select Onsite Proctoring or Chat with an Expert.

Technical Issue Assistance - Instructions & Rules

Launching the exam symbolizes your signature and acceptance of the following terms:

Each candidate deserves a fair and equal opportunity to demonstrate his or her knowledge in the examination process. Therefore, exam security measures have been developed to prevent any candidate from gaining an unfair advantage.

All exam materials are the property of HUD. Unauthorized removal of any material is prohibited. Any attempt to reproduce or memorize all or part of the exam is prohibited. Any unauthorized disclosure, publication, copying, reproduction, transmission, distribution, or possession of exam content or materials in any form without the prior express written permission of HUD may result in your disqualification from the HUD housing counselor certification program. The prohibition against “unauthorized disclosure” means you may not discuss the contents of the exam with anyone except those who developed or delivered the exam.

A proctor may dismiss a candidate, halt an examination progress, or report a candidate for any unauthorized behavior, such as any of the following: attempting to gain unauthorized admission to an exam site; attempting to take the exam for someone else; creating a disturbance; giving, receiving, or attempting to give or receive help from unauthorized sources; removing, or attempting to remove, exam materials; having in his or her possession any item prohibited from the exam taking area as specified above; exhibiting behavior consistent with memorization or copying of exam items.

Note: Exam sessions may be recorded.

Additional Exam Help

Tips for a successful online exam

Online proctored exams include security protocols to ensure the integrity of the examination process. Duplicating a proctored testing environment in a virtual setting requires adequate preparation. Take these steps to be prepared for a successful exam experience!

If you require reasonable accommodations, please submit a request before scheduling your exam.

1. Prepare your equipment.

Learn how to prepare your equipment for successful exam launch. These Kryterion articles provide information to help with:

  • Online Testing Requirements
  • Launching Your Online Exam
  • Installing Sentinel Secure

Be sure to seek assistance from your agency's IT professionals as necessary.

2. Prepare your testing environment and lighting.

Learn how to set up a proper testing environment and Biometrics Profile. These Kryterion articles provide information to help with:

  • Creating the Biometric Profile
  • Launching Your Online Exam – scroll to the bottom to see testing environment information

Review Tips for Successfully Taking and Matching Your Biometric Photo.

3. Be prepared! Technical issues may cause delays in exam launch—and proctors may interrupt your exam.

Technical challenges that require troubleshooting may arise and proctors may make requests to ensure compliance with security protocols. Minimize stress by anticipating potential delays or interruptions.

Technical difficulties related to your browser, equipment, network, or testing environment may cause delays.

  • You may need to log out of the exam and restart. If issues persist, Kryterion may need to reschedule your exam at no cost. If your exam is rescheduled, seek help from your agency IT professionals or Kryterion Support before the next exam appointment.
  • The online proctor may interrupt your exam to complete security protocols. Any time spent during proctor checkpoints will be added back to your available exam time.

Please note: The proctor is not a technical support specialist.

4. Request assistance if needed.

Kryterion Support is available to assist you 24/7 (except federal holidays) via webform ticket or online chat. Kryterion Support can help you with the following issues:

  • Setting up your computer
  • Establishing your Biometrics profile
  • Launching your exam
  • Troubleshooting issues

If Kryterion Support does not resolve the issue, please contact HUDHousingCounselors.com Support between 8:00 a.m. – 4:30 p.m. Eastern Time Monday – Friday (except federal holidays).

Tips for a Successful Test Center Exam

  • Print your Assessment Confirmation Email and bring it with you to your exam
  • Verify both primary photo ID and secondary ID are valid (not expired) and will be valid on test date
  • Arrive up to 15 minutes early for your exam
  • Be prepared for test center staff to secure all of your personal items in a locker during your exam
  • Be prepared to remove your glasses briefly for examination by test center staff
  • Request assistance from test center staff immediately if you encounter any technical issues during the exam

Limited Language & Accommodations

Limited English Proficiency

  • Limitadong kasanyaan sa ingles
  • 제한된 영어 능력
  • Trình độ tiếng anh hạn chế
  • Maîtrise limitée de l'anglais
  • 英语水平有限
  • Kompetens ämne linglie

The HUD Housing Counselor Certification Exam is available in English, Korean, Vietnamese, Simplified Chinese, and Spanish. Candidates with limited English proficiency, limited Korean proficiency, limited Vietnamese proficiency, limited Simplified Chinese proficiency, and limited Spanish proficiency may request additional exam time.

Please complete the Limited Language Proficiency Accommodations Request Form to request additional exam time due to limited English and limited Spanish proficiency. Additional time is limited to one additional hour for a total of 3 hours.

TEA EN CUENTA: Si el español es su idioma principal, no es elegible para una adaptación de idioma porque el examen está disponible en español.

Please call 210-890-4486 if you require assistance. Support is available 8:00 a.m. – 4:30 p.m. Eastern Time Monday – Friday except federal holidays.

Materials en Español - Training

HUDHousingCounselors.com provides access to training and exam materials in Spanish. Sign into your account and take the following steps to access each component.

  • Training - Select "Training Center" at the top of the page. Then, select "en español" to find the Study Guide in Spanish.
  • Practice Exam - Select "Training Center" at the top of the page. Then, select "Take Practice Exam" to take the practice exam or learn more.
  • Certification Exam - Select "Begin Exam Registration in the "Countdown to Your Exam" section of your User Profile Dashboard.

Reasonable Accommodations (ADA related)

Reasonable accommodations are provided to eligible test takers in accordance with the Americans with Disabilities Act (ADA).

Before completing the Reasonable Accommodations Request Form

Before completing the Reasonable Accommodations Request Form, please review the information below. Requests that do not comply with the guidance below may not be approved.

If you seek extra time due to limited language proficiency, please review the Limited English Proficiency Policy. Limited language proficiency is not covered by the ADA.

Important Information About the Request Process:

  • Gather documentation before submitting your request.
  • Request accommodations before you register for the exam.
  • Submit a new request for each exam attempt.
  • Request accommodations for exams at a test center at least 45 days in advance (Test Center Locator).
  • Request accommodations for online exams at least 5 days in advance.
  • Note the following accommodations are only available at test centers:
    • Special software or equipment
    • Professional reader or recorder
  • Call 210-890-4486 if you have questions or concerns. Hours of operation are 8:00 a.m. to 4:30 p.m. Eastern Time Monday–Friday except Federal holidays.

Examples of Accepted Documentation

  • Recommendations by qualified professionals
  • Proof of past testing accommodations
  • Documented observations by educators
  • Results of psycho-educational or other professional evaluations
  • An applicant's statement of his or her history regarding testing accommodations

Important Notes

  • Requests are not complete until Support confirms that sufficient documentation has been provided.
  • Online exams are proctored remotely using software that blocks all other computer applications. Screen reader or screen magnification programs will not function during online exams.
  • Online exam candidates must provide their own equipment.
  • Candidates should contact Support immediately if canceling or rescheduling a test center exam with accommodations.
  • Call 210-890-4486 if you have questions. Hours of operation are 8:00 a.m. to 4:30 p.m. Eastern Time Monday–Friday except Federal holidays.