ETS Customer Care: Complete, Practical Guidance for Test Takers and Institutions

Who ETS Serves and Why Customer Care Matters

Educational Testing Service (ETS), founded in 1947, is a nonprofit assessment organization best known for programs such as TOEFL, GRE, and Praxis. ETS develops, administers, and scores exams that affect admissions, licensure, and professional mobility. Each year, ETS and its affiliates deliver tens of millions of tests in 180+ countries across 9,000+ locations, which makes dependable customer care essential for both individuals and institutions.

Because test registrations, score reporting, and identity verification are strictly regulated, many issues require direct help from ETS. These include name/date-of-birth corrections, score holds or delays, payment disputes, accommodations for disabilities, and test-day incidents. Understanding how to contact ETS, what information to prepare, and what timelines to expect will speed resolution and reduce the chance of escalations that can impact application deadlines.

The Official Ways to Contact ETS

The fastest entry point is your program-specific online account (e.g., GRE, TOEFL, or Praxis). After signing in, use the Help/Contact or “Message Center” option so your inquiry is automatically matched to your ETS ID and current registrations. This avoids back-and-forth for identity verification and reduces response times. For general information, start at the official website: www.ets.org.

Program contact pages provide region-specific phone numbers, operating hours, and secure forms for email support. Use the following official URLs for current details: GRE: www.ets.org/gre/contact, TOEFL: www.ets.org/toefl/contact, Praxis: www.ets.org/praxis/contact. Hours and phone availability vary by program and country; check the page for your location and test. When you need to mail documentation, the headquarters mailing address is: ETS, 660 Rosedale Road, Princeton, NJ 08541, USA.

Email and web-form responses typically arrive within a few business days, while phone support can address urgent items (like imminent test-day problems or registration locks). If you are calling internationally, confirm time zones posted on the contact page and use a phone number designated for your region to avoid long queues or transfers.

Program-Specific Support Directory

Select the contact path that matches your exam or role. Using the correct team avoids rerouting and delays. The links below go directly to official ETS pages where you’ll find current phone lines, hours, and secure forms.

• TOEFL (iBT, Home Edition): www.ets.org/toefl/contact — Registration changes and rescheduling, score reports to institutions, identity corrections, test-day incidents, MyBest scores, and payment issues.
• GRE (General Test, Subject Tests): www.ets.org/gre/contact — Appointment management, payment and voucher issues, score reporting, Analytical Writing inquiries, name/date-of-birth corrections, and test-day disruptions.
• Praxis (Teacher Licensure): www.ets.org/praxis/contact — Program codes and score destinations, state requirements, registration changes, refunds, accommodations, and reporting timelines.

If you are in Europe or the Middle East dealing with TOEIC, TOEFL ITP, or institutional testing sold through ETS Global, use www.etsglobal.org for local support in your country. Institutions and bulk purchasers should use the “For Institutions” or “Contact Sales/Support” options on the same site to get the correct channel and service-level expectations.

Documentation and Identity Verification Requirements

Have your ETS ID ready. This is the single most important reference for customer care and is visible in your program account and confirmation emails. Also gather your appointment number, test date and time zone, the exact name on your ID, and any receipts or case numbers. If you are inquiring about scores, include the score report date and destination codes if applicable.

For name or date-of-birth corrections, ETS may request a scan of a government-issued ID (passport, national ID, or driver’s license) and any legal name-change documents. Do not send partial images; ensure the document shows your full legal name, date of birth, and a clear photo. If you must transmit documents, use the secure upload channel linked from your program’s contact page rather than email attachments, unless ETS expressly instructs otherwise.

Institutions requesting verifications or bulk services should include their institution code, contact name, and official email domain. For data-protection compliance (e.g., FERPA in the U.S. and GDPR in the EU via ETS Global), ETS may require signed authorization from the test taker before disclosing personal details.

Service Levels, Fees, and Timelines (What to Expect)

Turnaround varies by program and region, but typical email/web-form responses arrive within 2–5 business days. Phone lines can address urgent registration problems in real time, especially if your test date is within 72 hours. During peak seasons (September–December and April–June), plan for longer waits and submit requests well before deadlines.

Deadlines for changes are strict. For GRE and TOEFL, rescheduling or cancellations commonly must be completed no later than 4 full days before your appointment; for GRE in Mainland China, the deadline is typically 10 days. Missed deadlines lead to forfeited fees. As of 2024, indicative fees often include GRE rescheduling at about USD 50 and TOEFL rescheduling around USD 60, with cancellations typically eligible for a 50% refund if completed by the deadline. Always verify current amounts and policies on your program’s official contact page because fees can change and may vary by country.

Score reporting timelines are published on each program’s site. For example, TOEFL iBT scores usually post within 4–8 days after the test, and GRE scores for Verbal/Quantitative are available immediately on-screen with official reports posting later; Analytical Writing requires additional scoring time. If a score is “on hold,” expect ETS to request identity or security documentation; respond promptly to minimize delays.

Escalations, Test-Day Incidents, and Security Holds

If your test session was disrupted (power outage, platform failure, proctor disconnect), contact ETS as soon as you have internet or phone access. Provide the date, time zone, test appointment number, and a brief factual description of the event. ETS may open a case to review logs and, if verified, authorize a free retest or other remedy based on policy.

For issues involving suspected impersonation, compromised accounts, or irregular behavior, ETS may refer your case to its test security team. You may see language such as “score under review” or “hold for administrative review.” Cooperate with documentation requests; cases requiring security review can take longer than standard customer care timelines. Keep your communications in one thread and cite your case number in every reply.

If you believe your case is not progressing, politely request an escalation and restate your deadline (e.g., a university application date). Provide proof of deadline (URL or letter). Escalations are most effective when you present concise, dated facts, uploaded documents, and your ETS ID.

Accessibility and Accommodations

ETS Disability Services supports accommodations such as extended time, screen reader/zoom, separate rooms, and assistive technology. Start early—documentation review can take up to 6 weeks, and incomplete files add 2–3 weeks. Submit all required medical/educational documentation according to the program’s guidelines and wait for approval before scheduling a test with accommodations.

The most reliable path is through your program’s accommodations page accessible from the main site: www.ets.org (search “Disability accommodations” or use the accommodations section within your program). Follow the checklist exactly—include professional credentials, diagnosis, functional limitations, and recommended accommodations tied to your test’s format.

Once accommodations are approved, schedule via the specific link or phone number provided in your approval notice. If your approval is nearing expiration, contact ETS at least 10 business days before your planned test date to extend or amend your approval.

Best Practices to Get Fast, Accurate Resolutions

Small details can save days of back-and-forth. Use the tips below to streamline your interaction with ETS customer care and reduce the chance of case holds or denials.

• Match your account name to your government ID exactly; if it doesn’t match, request a correction before scheduling.
• Reference your ETS ID, appointment number, and the exact date/time zone of your test in every message.
• Submit one concise request per case with all attachments (ID, receipts, confirmation emails) in a single upload via the secure portal.
• Plan changes at least 5–10 days in advance (or 10+ in Mainland China for GRE) to meet policy deadlines and avoid forfeitures.
• During peak seasons, call when lines open in the posted time zone and keep your device, browser, and internet connection ready if live troubleshooting is needed.
• For institutions, use official domains and include your DI/recipient code to verify authorization and speed data exchange.

Always rely on official ETS pages for fees, deadlines, and phone numbers. Bookmark the contact pages for your program—GRE: www.ets.org/gre/contact, TOEFL: www.ets.org/toefl/contact, Praxis: www.ets.org/praxis/contact—and keep your ETS ID at hand. With the right channel and documentation, most issues can be resolved within standard service windows.

How do I contact TOEFL customer care?

1. TOEFL Enquiries. India. [email protected]. 1800-123-9418. 8 AM – 8 PM IST, 7 days (incl. holidays)
2. GRE Enquiries. India. [email protected]. 1800-120-0371. 8 AM to 8 PM (IST); 7 days a week, including holidays.
3. TOEIC Enquiries. India. [email protected].

How do I contact ETS customer service?

Phone: 1-609-771-7780. Toll-free Phone: 1-866-387-8602 for test-takers in the United States, American Samoa, Guam, Puerto Rico, U.S. Virgin Islands and Canada. Fax:1-609-771-7165. Mail: ETS Disability Services; P.O. Box 6054; Princeton, NJ 08541-6054 USA

Does ETS give refunds?

For cancellations prior to the said 4-Day Deadline, you would be eligible to receive a refund of 50% (Fifty Percent) of the Test-Fee paid by you. The remainder of the Test-Fee will be retained to cover expenses for processing your registration and holding space at the test-center.

How do I contact the Praxis customer service?

1-800-772-9476
Call toll-free at 1-800-772-9476.