If your camera isn’t loading, please follow these troubleshooting steps in order:

1. Free Up Your Camera Close any other applications that might be using your camera (e.g., Zoom, Teams, FaceTime) and close other browser tabs.

2. Check & Reset Browser Permissions If you accidentally blocked the camera previously, you will need to reset your permissions:

• Click the Lock icon (🔒) located in the address bar next to the website URL.
• Locate the Camera setting and ensure it is set to “Allow” or click “Reset Permissions.”
• Refresh the page to apply the changes.

3. Still having trouble?

• Clear Cache: Clear your browser cache or perform a hard refresh, then try again.
• Check Device Settings: Ensure your computer’s operating system (Windows/macOS) has allowed the browser to access the camera in your privacy settings.
• Try a Different Device: Work-managed computers often have strict firewalls. If possible, switch to a personal computer.

Our team is available to support your learners all day, every day, with a comprehensive self-serve knowledge base and 24-hour live chat, email and phone support.

Yes! When you’re asked to take a photo of your ID, you can block out sensitive information before submitting it.

After taking the photo, look for the Edit button. Then:

Click and drag over the area you want to block (like your ID number or address).
Release your mouse or finger, the selected area will be covered.
Once you’re satisfied, submit the edited photo.

This allows you to show only what’s only needed: your name and face.

If you’re having trouble logging in, can’t find your certificate, or need to request a refund or reattempt, please contact your activity or exam provider directly. Integrity Advocate does not manage: user accounts or login credentials, certificate delivery or pass/fail results, refunds, session resets, or reattempt approvals.

You can find your provider’s contact details on their website. Integrity Advocate only handles session verification once your activity has started.

If you received an email asking you to resubmit your ID, it means we couldn’t verify either your face or name usually due to unclear photos or missing details.

To resubmit:

Open the email and click the Resubmit button.
Use a mobile phone for clearer photos.

When retaking your ID and face photo

Make sure the ID is the one required by your activity provider.
Ensure your face and ID are fully visible, with no glare or blur.
Take the photo in a well-lit area with minimal shadows.

If you received an email about a name mismatch, it means the name on your ID doesn’t match the one registered for your session.

Here’s what to do:

Open the email and click the “View” button to see more details.
Double-check your name in your course, training, or learning platform account.

If there’s a typo, nickname, or other mismatch, contact your activity provider or course administrator. Only they can update your name or guide you on how to proceed.

Note: Integrity Advocate cannot make changes to your name. All updates must be handled by the organization running your course or exam.

If you received an email about a potential violation, it means there may have been activity during your session that didn’t follow the rules set by your activity provider.

Here’s what to do:

Open the email and carefully read the details provided.
If you have questions or believe there’s been a mistake, contact your activity or exam provider directly. They’re the only ones who can decide what happens next.

Note: Integrity Advocate only provides the proctoring service. Any decisions or actions regarding violations must come from your activity or training provider.

This message means you’re using an outdated browser (like Internet Explorer or older Safari versions) or an unsupported operating system (like Windows 7 or macOS High Sierra).

To fix it:

Update your browser to a supported version like Chrome, Edge, or Opera.
Update your operating system to a more recent version.

If updating isn’t possible, try using a different device.

Integrity Advocate works on most modern computers, phones, and tablets as long as your device has a working camera, microphone, and stable internet. However, certain monitoring features (like full-screen monitoring or screen capture) are only supported on desktop and laptop Chromium browsers.

Nope! Admin Codes are only for administrators.If you’re asked for one during your session, just click the “X” to close the prompt and then click the green arrow to continue.

Integrity Advocate only collects the information necessary to verify your identity and ensure compliance with session rules.

You can find full details on our privacy practices here: https://integrityadvocate.com/privacy/

If you have questions or want to request changes to your data, contact: privacy@integrityadvocate.com

For general support: support@integrityadvocate.com