FAQs / Troubleshooting

We will review the subjects offered as the service grows.

No, this is not something we are able to accommodate for marking service, however, please visit our Moderation page for more information on submitting your papers to us.

All your centres can sit mocks at the same time and there is the functionality within ResultsPlus for you to view and compare the analysis from all your trusts’ centres in one place.

Each centre within your Multi Academy Trust will be invoiced individually.

The Mocks Service is not currently available to non-Pearson Edexcel approved centres. We aim to make this service available to all centres soon.

The mocks will be marked by our expert examining team. Our examining team will follow a standardisation process, as they do for the live exams, to ensure all exams are marked to the same standard.

Yes. The Mocks Service is designed to support teacher workload and student progression by providing externally marked assessments and detailed feedback.

Because scripts are marked by Pearson examiners using the official mark scheme, centres may choose to use the results as part of the evidence supporting teacher judgements. However, mock results should be considered alongside other evidence available to teachers.

Mock assessment data is kept separate from candidate exam entry information and will not be used to override teachers' overall judgements.

A Candidate ID is a unique 4-digit number assigned to each student entered for a mock series.

We recommend using the same Candidate ID across all mock papers within the academic year. Please avoid using numbers that begin with 0 (for example, 0041).

Please check that: 

• You're using the candidate upload template downloaded from the Booking App. 
• Candidate names do not contain special characters, symbols, accent marks, or punctuation. 
• Dates of birth are entered in dd/mm/yyyy format. 
• Candidate IDs are valid 4-digit number. 
• The file has been saved as a CSV (Comma Delimited) (.csv) file. 

The registration email for entries will be sent to the email address which was submitted on our Intention to Offer form. If you wish to change the email address linked to your account for making entries for our Mocks Service, you will be given this option during your registration. This is the only opportunity to change the email address linked to your administrative account.

No. The 'Purchase Order' field is optional and does not need to be completed when uploading candidate entries.

If you have registered but didn’t bookmark the link, you can access the mock entries at the link below.

> Access the Mocks Services platform

If you have missed the window for booking your mocks, you should contact assessment.services@pearson.com, where we will review each case individually.

From the Bookings screen, select Extra Time from the menu beside the candidate's entry.

You can enter either:

• A percentage adjustment, or
• Additional minutes

The system will automatically calculate the equivalent extra time. Extra time can be added to the mock series start date.

Open the candidate's Extra Time settings and enter the revised percentage or number of minutes. Save the changes to apply the new allowance.

For paper-based mocks, you do not have to inform us if the candidate requires exra time.

Open the candidate's Extra Time settings and enter 0 as the percentage or additional minutes, then save the changes.

From the Bookings screen, select Edit Candidate from the menu (three vertical dots) beside the candidate record.

You can update:

• Name
• Gender
• Date of birth

Changes will automatically apply to all bookings associated with that candidate. The Candidate ID cannot be edited.

Please email assessment.services@pearson.com if you wish to cancel your entries to the Mocks Service after they have been made. You will need to request a refund via our support portal.

While the booking window remains open, select the candidate(s) you wish to remove and choose Delete selected from the Actions menu.

Alternatively, select Delete from the menu beside an individual candidate record.

Before the Exam

Yes. You may use a temporary cover sheet on the day of the exam.

Please do not write on or alter the exam paper itself. If the cover sheet is stapled to the script, it should be removed before the scripts are returned to Pearson for scanning.

For paper-based mocks, international centres print the papers locally, as physical papers cannot be shipped outside the UK.

• Most mock papers can be downloaded from the Pearson Qualifications website.
• For papers containing unseen content, we'll provide PDF copies via Secure File Transfer.
• After the exam, you'll need to scan the completed scripts and upload them to a Pearson SharePoint folder using the link and instructions provided by the mocks team.

Please return all scripts for the same qualification and paper together as soon as possible after students have completed their mock exams.

Scripts should be sent using your chosen courier. We recommend:

• Using a tracked delivery service
• Packing a maximum of 25 scripts per bag

Please use your own labels and send scripts to:

FAO: Pearson Mocks Service
Fretwell Road
Hellaby Industrial Estate
Hellaby
South Yorkshire
S66 8HN

No. Scripts are separated for scanning when they arrive, so we cannot return hard copies.

Digital copies of marked scripts can be accessed/downloaded through the Booking App under the 'Access to Scripts' tab.

We aim to provide marking results within 14 days of receiving your scripts.

You'll receive:

• A confirmation email when we receive your scripts.
• An email notification when results are available in ResultsPlus.
  

The Mock Service is only available to schools and exam centres.

Private candidates can use the service if they are entered through a school or centre. Direct-to-consumer bookings are not available.

Once your student entries have been submitted, please allow up to 14 days for account setup. Login details and exam instructions will then be sent to your centre.

Yes. Students who are absent can take the assessment at a later time, even if they have been marked as absent on the Invigilator Platform.

Once an assessment has been started for the cohort, absent students can log in and access it immediately. If you want to control when students can begin the assessment, you should pause the assessment and release it when they are ready to take the exam.

Yes. Extra time can be assigned before the assessment through the Booking App or during the assessment through the Invigilator Platform.

Yes. Students can use the 'Help' button within the Assessment Player to notify the invigilator that they need assistance.

You may send an email to onscreenmockstechsupport@pearson.com in case you encounter any technical issues on the day of the exam. 

We recommend selecting a range of high, middle, and low-performing scripts, including the scripts with the highest and lowest marks, to ensure a representative sample.

Before sending scripts to Pearson, please check that the candidate details on the front cover are accurate and that the candidate name matches the information on your candidate entry list. This helps us process and reconcile your submission efficiently.

You only need to submit entries for the students included in your moderation sample.

For example, if you have marked mock exams for 100 students and are submitting a 15% sample, you only need to enter the 15 students whose scripts will be sent to Pearson for moderation.

Depending on your cohort size, we advise submitting a sample of around 10-15% for moderation.

If your marked cohort size is over 200 candidates, we recommend that you submit a larger sample I.e. 25%.

Papers can be posted back to us so we can scan and reconcile the papers ourselves using the address and details indicated on the 'Moderation service guidance' web page.  Once we receive your scripts, we'll send a confirmation email.

If you're unable to post the scripts, please contact us at assessment.services@pearson.com and we'll discuss alternative submission options.

We aim to complete moderation and provide results, script commentaries, and the moderator report within 21 days of receiving your scripts and centre marks. Results will be shared via email once available.

Yes. Moderated scripts are returned to your centre as PDF copies for printing and review. As part of the Moderation Service, moderators will annotate scripts where appropriate to explain marking decisions and provide feedback.

Moderators only record a mark when they disagree with the centre's original mark. If no moderated mark is shown, the centre mark has been accepted and remains unchanged.

A list of papers we offer through our Moderation Service can be viewed on our 'Available subjects' tab on the Pearson UK Schools Shop website.

Please liaise with your Examinations Officer to gain access to a copy of the required paper and print the required number of copies in-house.

Your papers will be moderated by our expert moderating team who will follow a standardisation process to ensure all papers are moderated to the same standard.

1. log onto ResultsPlus
2. click on mock analysis service
3. click on view mock results analysis
4. then onto students results where you can search for a candidate against their first name and surname.
   

Once students have completed their assessments:

1. Sign in to the 'Booking App'.
2. Select Access to Scripts.
3. Choose the relevant Series and Booking Option.
4. Select View Candidates next to the assessment.
5. Choose the scripts you wish to download and select Download Selected.

You will receive an email once the export is ready for download.

Yes. Use the Toggle all option when selecting candidates before choosing Download Selected.

1. log onto ResultsPlus
2. create or edit a group
3. then create new group.

There are a number of ways to search for and add your students:

1. by award/unit
2. year of birth
3. first name and surname
4. or school year
5. Once you have added all the students that took the mocks into a group, name the group and save it.

Once a group is created go back to home page and:

1. click on mock analysis service
2. click view mock results analysis
3. then onto group results. 

For further guidance please visit our ResultsPlus page.

First, check that you're viewing the correct paper and series.

If the student still doesn't appear:

• Check that the student's name matches the details entered during candidate upload and on the mock exam.
• Remove any special characters from the search criteria if applicable.

In some cases, a student may appear more than once. This can happen when a script has been processed as an exception and marked manually rather than through the standard scanning process.

Some filters may not return all students associated with a paper.

If this happens, try searching using an alternative filter, such as:

• Student name
• Year of birth

Please review the relevant ResultsPlus knowledge article and troubleshooting guidance first.

If the issue persists, submit a support ticket through Pearson Support.

If you need your marking results urgently, email assessment.services@pearson.com and include:

• Centre number
• Centre name
• Subject and paper code(s)

Marks are not displayed on the script PDFs.

Student marks are available through ResultsPlus, while the scripts provided are scanned PDF copies for review and reference only.

We recommend using the latest versions of the following browsers:

• Microsoft Edge
• Google Chrome
• Mozilla Firefox
  

The Booking App does not support Internet Explorer or Legacy Microsoft Edge.

Click 'Forgotten password' on the Booking App login page and enter the email address associated with your account. You'll receive an email with instructions to reset your password.

Please contact our customer services team who, after completing security checks, will be able to confirm the email address for making entries with you.

If you're new to the Mocks Service, you'll need to place your order first. You’ll receive an onboarding email with instructions to set up your password and access the Booking App.

If you encounter technical issues during an onscreen mock exam, please contact:

• assessment.services@pearson.com (UK and International centres)
• internationalonscreen@pearson.com (International centres)

The team can assist with exam-day technical queries and issues.

Unfortunately, our entries platform doesn’t support the use of Internet Explorer or Legacy Microsoft Edge. Please download another browser, such as new Microsoft Edge, Chrome or Firefox, to access the platform.

The account icon is temporarily missing but you can still click on the area to the top right-hand corner of the screen, to the right of the notifications icon, to access the option to sign out.

Students can continue working offline. Their responses will be saved locally and synchronised once the internet connection is restored.

In some cases, the assessment timer may disappear or stop updating. If this happens, please manually record the student's start and end times. The invigilator may also pause the assessment while troubleshooting the connection, then ask the student to refresh the assessment to see if the timer reappears.

Please review the relevant MFA knowledge article and troubleshooting guidance first.

If the issue persists, submit a support ticket through Pearson Support.