General Information
HUDHousingCounselors.hud.gov 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.
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
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
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)
Your Account Support
To help with your training, registration, costs, payment receipts and general user account items such as password resets, locked accounts, etc.
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
Accessing Your Account
Account Overview
HUDHousingCounselors.hud.gov is your hub for completing the steps in the certification process. Components include:
- Training Center: Materials include a Knowledge Assessment, Online Training Modules, Study Guides, and Practice Exam
- Exam Registration: Access to schedule or reschedule your exam or change exam delivery type
- Webassessor's Exam Status Center: Allows access to view exam details, download Sentinel Secure, create your Biometrics Profile, launch your online exam, and obtain receipts
- User Profile Exam Tab: View Your exam results in your User Profile Exam Tab
- Results Transfer: Transfer your passing exam results to HUD FHA Connection
- Support: Find answers to frequently asked questions and technical support
HUDHousingCounselors.hud.gov partners with Kryterion Inc. to provide exam proctoring services online and at test centers. HUD test takers can access Kryterion's Webassessor site only through HUDHousingCounselors.hud.gov.
A separate Webassessor log-in is never required to complete any step in this process. Links to the Kryterion website posted throughout HUDHousingCounselors.hud.gov content are provided for informational purposes only. References to logging into Webassessor do not apply to HUD test takers.
Training and Exam Status
Completion of training is optional and is not required to become certified. However, to increase certification exam passing rates, candidates are highly encouraged to study the course content.
To access the training, you must be signed into your account on HUDHousingCounselors.hud.gov.
Once you are signed in, select “Training Center” at the top of the page. If you are already signed in, you can access the Training Center launch page directly.
Training is available to anyone who creates an account. You can choose from two study methods: an interactive online training course or a downloadable Study Guide in PDF format.
Your User Profile provides access to account information, including:
- Access to update your name, state, email, or password.
- Knowledge Assessment results.
- Online Training Status, including modules in progress or completed.
- Exam Registration Status, access to registration and exam details.
- Access to launch the online exam.
- Certification Exam Status, including completion results.
To access your User Profile, you must be signed into your account on HUDHousingCounselors.hud.gov. Once you are signed in, select “Profile” at the top of the page. If you are already signed in, you can access your User Profile directly.
Registration and Knowledge Assessment Access
To access the exam registration, you must be signed into your account on HUDHousingCounselors.hud.gov.
Select Begin Exam Registration in the Countdown to your Exam! section of your User Profile Dashboard. Follow the steps to register for the exam and complete the form at the bottom of the page.
If you are attempting to register using your mobile phone or tablet, you may not be able to complete your transaction. Please use a computer to register.
Please note, the links listed in the instructions are for informational purposes only. If you click on a link, it will open a separate page that is not part of the registration process. You must return to the registration page to continue.
To access the Knowledge Assessment, you must be signed into your account on HUDHousingCounselors.hud.gov.
Once you are signed in, click on the Training Center button on the home page, then click on Take Knowledge Assessment. If you are already signed in, you can access the Take Knowledge Assessment launch page directly.
Cost and Content Updates
Cost
The fee charged each time an individual takes the certification examination is based on the cost of administering the examination. As announced in the Federal Register Notice dated May 31, 2017, an online proctored exam costs $60 and an in-person proctored exam costs $100. Any changes in pricing will be published in advance in the Federal Register.
Content Updates
The certification examination is periodically updated to reflect changes in regulations and program policies. The certification examination will be based on the most recent version of the training content posted in Revision History on www.HUDHousingCounselors.hud.gov.
Receipt of Payment
The confirmation email you received when you registered for the Certification Exam included the amount you paid for the exam and serves as a purchase receipt.
You may also generate a receipt by logging into HUDHousingCounselors.hud.gov, visiting the Exam Status Center via the Exam Pre-launch page and clicking "Receipts" in the blue header. The receipt will not stipulate payment type.
Additional Account Support
User Account - Locked
You have up to five attempts to enter your account password on the User Sign In page before your account will lock. Locked accounts will unlock automatically after six hours, or you can expedite access by contacting the Support team.
User Account - Password Reset
If you are unable to recall your password, enter your account email in the Forgot Password? tool. Within a few minutes, you will receive an email with a link to verify that you are the account owner. You will need to set a new account password after email verification. Support does not assign or have access to user passwords.
If you do not receive the email with the link to reset your password, please check your spam and junk folders. Please also verify that you are checking the correct email address.
If you still require assistance, please call 210-489-1461. Hours of operation are 8:00 a.m. to 4:30 p.m. Eastern time Monday–Friday except Federal holidays.
User Account - Username
For your account on HUDHousingCounselors.hud.gov, the “username” is the email address used to register for the account. If you receive an error while signing in, make sure:
- You are using the correct email address
- There are no blank spaces or other characters in the text box for the email address
- Your email address is not being autofilled by your browser.
User Account - Refunds for approved cancellation
Candidates may submit a request for a refund or fee waiver due to a documented personal emergency. Each request is reviewed on a case by case basis, and fee waivers are not guaranteed.
Please see the CANCELLATIONS DUE TO EXTREME WEATHER OR LOCAL EMERGENCIES policy.
HUD Housing Counseling Mailing List
Visit the Housing Counseling Mailing List Registration. This HUD Mailing List is for housing counselors employed at HUD approved housing counseling agencies. Subscribers will automatically receive email notification of important housing counseling industry announcements such as new policy notices, employment opportunities, contracting opportunities, events, and training. This is a free service.
Security & Cancellations
Acceptance of terms & Security Measures
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.
Test Center Cancellations
In the event of extreme weather or other hazardous or emergency conditions which occur or can reasonably be foreseen in advance of the appointed testing time, Kryterion will make every reasonable attempt to notify candidates of necessary changes to the testing appointment. In the event of extreme weather or other hazardous or emergency condition which occurs immediately before or during the test, the proctor will determine appropriate action. In the case of fire or similar extreme emergency, the testing site will be evacuated, and candidates will be rescheduled.
No Shows & Cancellations Policy
To cancel or reschedule your exam, sign in to HUDHousingCounselors.hud.gov and on your Account Dashboard, select the Exam Status tab. Select the link to Reschedule an exam. The same page used to register for an exam is also used for changing your appointment.
Follow the steps to reschedule or cancel your scheduled exam (canceled exams will be refunded to the credit card used), then follow the steps to schedule a new exam.
- ONLINE EXAMS - Candidates are free to reschedule or cancel an online test session up to 24 hours before the scheduled testing time. Rescheduling an exam within 24 hours will result in no refund for the original exam date and a $50 fee to schedule a new one. Candidates who do not reschedule at the time of cancellation or miss their testing time will not be issued a refund and must purchase a new exam for $60. Be advised, 24 hours is not 1 business day; it is 24 hours prior to the scheduled exam start time. Candidates should contact Support if canceling an exam with accommodations.
- Please note: if you are unable to launch your online exam or re-launch your suspended online exam before it expires, you must contact Kryterion Online Support immediately for assistance or you will be considered a no-show.
- EXAMS AT A TEST CENTER - Candidates are free to reschedule or cancel an exam at a test center up to 72 hours before the scheduled testing time. Rescheduling an exam within 72 hours will result in no refund for the original exam date and an $85 fee to schedule a new one. Candidates who do not reschedule at the time of cancellation or miss their testing time will not be issued a refund and must purchase a new exam for $100. Be advised, 72 hours is not 3 business days; it is 72 hours prior to the scheduled exam start time. Candidates should contact Support immediately if canceling an exam with accommodations.
Candidates may submit a Few Waiver Request for a refund or fee waiver due to a documented personal emergency. Each request is reviewed on a case by case basis, and fee waivers are not guaranteed.
Please see the CANCELLATIONS DUE TO EXTREME WEATHER OR LOCAL EMERGENCIES policy.
Test Center Cancellations Due to Emergencies
In the event of extreme weather or other hazardous or emergency conditions which occur or can reasonably be foreseen in advance of the appointed testing time, Kryterion will make every reasonable attempt to notify candidates of necessary changes to the testing appointment. In the event of extreme weather or other hazardous or emergency condition which occurs immediately before or during the test, the proctor will determine appropriate action. In the case of fire or similar extreme emergency, the testing site will be evacuated, and candidates will be rescheduled.