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Whether you have a question about your account, your mock exams, or payments, we'll do our best to help you as quickly as possible.
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[email protected]·Response goal: within 48–72 hours (Mon–Fri).
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Frequently asked questions
How many mock exams do I get?
New accounts start with 1 free full mock exam. You can top up with a 3-pack or go unlimited from the Pricing & Features page.
Can I retake a mock exam?
Each mock exam attempt consumes a credit. You must have credits available in order to use practice by section feature.
How is my writing marked?
Writing is marked by our AI grader against the CILS B1 Cittadinanza criteria and returns a score out of 12 with detailed feedback within seconds.
Can I access ProntoEsame on my phone?
Yes — ProntoEsame works on any modern mobile browser. For the oral section we recommend using headphones and a quiet environment.
I forgot my password.
Go to the sign-in page and choose “Forgot password”. We'll send a reset link to your email address.
Can I get a refund?
Yes, within the eligibility window described in our Refund Policy. Refunds are handled by Paddle, our Merchant of Record.