Frequently Asked Questions

I have not received my username and password
When you purchased our product, an automatic email has been sent to you with your username and password to access your online account with us. If you can’t find that email in your regular inbox, please also check your spam folder. If for some reason, our automatic email never reached your inbox, please contact us and we will send you your username and password. Click here to contact us.

I cannot remember my username and/or password
You can recover your username and password by clicking here.

How long is my account valid for?
Your account is valid for 1 full year from the date of purchase.

How to use the Chapter Tests?
– Number of questions per test: you can choose the number of chapter test questions you wish to practice on (up to 50 questions per test session) by entering a number in the box “How many questions would you like to practice in this session?” in the chapter test start page.
– How to save your work: if you want to quit the chapter test before completing it, then you have to click “Finish”. That way, the program will save your work, and the next time you do the same chapter test, the program won’t repeat the questions that you previously answered correctly and the ones that you haven’t answered yet.
– How to reset your Chapter Tests: resetting a chapter will give you access to all the questions again. In the chapter test start page, you will find a “Reset chapter” option on the right hand side of the page. Select the chapter you would like to reset, and then click on the “RESET” button. You can reset chapters as many times as you want.

What to do when you can’t do any more Simulation Tests?
If you see a blank page after clicking “Start” or “Start new test”, it means you have finished all your Simulation test questions. You have to reset your Simulation tests. Resetting them will give you access to all the questions again. In the Simulation test start page, you will find a “Reset your Simulation test” option on the right hand side of the page. Click on the “RESET” button. You can reset Simulation tests as many times as you want.

Questions about your citizenship application (process, status, citizenship test…)
For any specific questions regarding your citizenship application, please call Citizenship and Immigration Canada Call Centre at 1-888-242 2100 (Monday to Friday, 8 a.m. to 4 p.m., your local time, except for statutory holidays.)

What is your refund policy?
If you fail the official test, and if you have completed either 100% of all chapters tests or 100% of the simulation tests, you will have to scan the test failure notice sent by Citizenship and Immigration Canada and email it to us. Upon receiving this notice, and upon verifying your completion of the training, we will refund your training fees ($29). This refund policy is valid for 1 year from the date of purchase, while your account is open and valid with us.

If you didn’t find your answer above, please email customer support by filling out our online form. We will respond to your inquiry as soon as possible.



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