GRE Customer Care: How to Reach ETS and Solve Issues Quickly

GRE customer care is managed by ETS (Educational Testing Service), the organization that develops and administers the GRE General Test and GRE Subject Tests. Whether you need help with registration, name corrections, payment problems, score reporting, disability accommodations, or test-day incidents, contacting the correct ETS channel with the right information will save you time and prevent delays.

Below is a practical, detail-rich guide to navigating GRE customer care like a pro, including verified contact routes, typical response times, documentation tips, and region-specific notes (such as China). All fees, timelines, and policies should be confirmed on the official ETS website because they can change without notice.

When to Contact GRE Customer Care (and When You Don’t Need To)

Contact customer care when you have account access problems (locked accounts, unmatched names), payment declines, test-day incidents (technical disruptions, ID verification issues), post-test score concerns (e.g., missing scores, wrong recipients), or urgent changes before test day. If your legal name differs from your ID by even one character, ask ETS for guidance before test day. For technical issues during a test (at home or at a test center), report the incident immediately and request that it be documented—this is essential for any review or rescheduling consideration.

Many routine actions do not require contacting ETS. You can register, reschedule, cancel, select free score recipients (up to 4 on test day), and order additional score reports directly in your ETS account at www.ets.org/gre. As of 2024, official GRE scores typically post 8–10 calendar days after the test, and scores remain valid for 5 years. Additional Score Reports are available for a fee per recipient, and ScoreSelect allows you to choose which scores to send.

Official Contact Channels (Global and Regional)

Use the official ETS pages and email addresses to avoid delays and to ensure your case is tracked. Phone hours may vary by season and holiday schedule; summertime and late-year peaks (August–November) tend to have longer waits. Always include your 7-digit ETS ID when you write or call, and keep a record of your case number.

• GRE Services (general inquiries): [email protected]
• Official GRE website: https://www.ets.org/gre
• Contact/Help center: https://www.ets.org/gre/contact
• Mailing address (general): ETS — GRE Services, 660 Rosedale Road, Princeton, NJ 08541, USA. For some forms, ETS also uses: ETS, P.O. Box 6000, Princeton, NJ 08541-6000, USA.
• China test takers: register and get localized support via the National Education Examinations Authority (NEEA) GRE portal: https://gre.neea.cn (policy and process may differ; follow NEEA guidance for contact and service).
• Disability/accommodations (GRE): [email protected]; more details at https://www.ets.org/gre/test-takers/disabilities

Phone support is often the fastest way to resolve urgent problems (for example, an imminent test date or a payment verification issue). Email support is better for cases requiring documentation (name corrections, ID disputes, academic name changes, or incident evidence). For secure handling, send scans as PDFs and avoid including full credit card numbers—use the secure forms/portals ETS provides.

What to Have Ready Before You Contact ETS

• Your ETS ID, full name as it appears on your ETS account, test type (General or Subject), and scheduled test date/time.
• Exact details of the issue: error messages, payment authorization codes, test center name and code, device specs and internet speed (for at home), and any proctor or case numbers you were given during a disruption.
• Documentation: a clear scan of your government ID (front/back if applicable), legal name change documents (court order, marriage certificate), and any screenshots or photos taken during the incident.

Response Times, Case Handling, and Escalation

Typical phone waits range from 2–20 minutes, depending on season and time of day. Email replies commonly arrive within 2–5 business days; complex cases that require verification or cross-team review (e.g., identity mismatch) can take longer. If you have a deadline (e.g., a score reporting cut-off), mention it explicitly so prioritization can be considered.

Always request a case/reference number during your first contact and add it to the subject line of follow-up emails. If your case involves test-day disruptions, submit supporting evidence within 24–48 hours while details are fresh; this strengthens any request for a free retest or review. When escalating, ask for confirmation of what investigation is being performed and the expected next update date. If you receive a decision you believe is inconsistent with ETS policy, politely request a supervisor review and cite the specific policy page URL you’re relying on.

Fees, Policies, and What Customer Care Can Do

As of 2024, ETS lists the GRE General Test fee in most locations at approximately US$220 (region-specific pricing applies; for example, fees may differ in India and China). GRE Subject Tests have a separate fee structure. If you cancel your GRE at least 4 days before your appointment, ETS typically offers a partial refund (commonly 50% of the original test fee). Rescheduling is allowed up to 4 days in advance for a change fee; ETS commonly lists this fee around US$50 in many regions, but always confirm the exact amount in your country before changing your appointment.

You can send up to 4 free score reports on test day. After that, Additional Score Reports are available for a per-recipient fee through your ETS account. Analytical Writing score review is available for a fee if you believe there has been a scoring error, and canceled scores can often be reinstated for a fee within a specific window (commonly 60 days from your test date). Customer care can explain the latest fee table and timelines and confirm whether your situation qualifies for an exception or review.

Accommodations and Special Circumstances

If you need disability-related accommodations, start early. ETS commonly requires up to 6 weeks to review documentation, and you must receive approval before scheduling an accommodated test date. The accommodations team handles extended time, extra breaks, screen readers, alternative test formats, and other supports based on documented needs.

Email [email protected] for documentation requirements and timelines, and consult the accommodations page linked above for forms and checklists. Submit complete, legible documentation on licensed professional letterhead, include diagnosis and functional limitations, and specify the exact accommodations requested. Once approved, you’ll receive instructions on how to schedule in an eligible test window.

Practical Tips to Avoid Delays

Register with the exact legal name printed on the ID you will bring to the test; even minor mismatches (missing hyphen, reversed order) can lead to denial of entry. For the GRE General Test at home, run all required equipment checks at least 48 hours prior, test your webcam and microphone, and ensure a stable wired or high-quality Wi‑Fi connection. Save screenshots of successful system checks in case troubleshooting is needed with customer care.

If you are sending scores to universities with strict deadlines, plan a buffer: test at least 3–4 weeks ahead of the deadline to account for the 8–10 day score posting window plus institutional processing times. When contacting ETS about score delivery, have the institution codes ready; you can search for and confirm these codes inside your ETS account. Keep copies of payment receipts and confirmations—these are stored in your ETS profile and are useful for resolving billing disputes.

What score is a 70% on the GRE?

Official ETS Percentiles Table

Score	Verbal Reasoning Percentile	Quantitative Reasoning Percentile
158	77	55
157	73	52
156	70	49
155	65	46

What is a GRE phone number?

Test preparation materials

Hours:	Monday–Friday: 8 a.m.–5:00 p.m. U.S. Eastern Time except for U.S. holidays
Phone:	1-609-771-7243
Toll-free Phone:	1-800-537-3160 for test takers in the United States, U.S. Virgin Islands, Puerto Rico and Canada
Mail:	GRE-ETS; P.O. Box 6000; Princeton, NJ 08541-6000 USA

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

What is the GRE number?

A GRE registration number is a unique identifier assigned to you when you register for the GRE General or GRE Subject Test.