Contact us
If you have a query regarding CITB eCourses, the first place to go would be our FAQ’s page, all our frequently asked questions can be found here.
If you have a question relating to your end of course examination with Pearson VUE, there are specific FAQ’s, which can be found here.
If you can’t find the answer you’re looking for or need some further assistance with your query, please use the details below.
Three Failed Exam Attempts
Email: ecourses@citb.co.uk
Our aim is to ensure learners have the best chance of passing and get the support they need to do so.
If you have failed the exam three times please email us and let us know what issues you are experiencing. These could include technical issues or you might require additional support or services.
Our eCourses team will work with to understand any issues or identify additional needs, then recommend next steps. Please include your contact details.
Changing Exam Type (Online or test centre)
If you have already started an exam booking and wish to change from online to a test centre, or from a test centre to online, you can only do so by completing the booking and then cancelling it.
To cancel your booking select Manage Your Booking in your eCourses account dashboard, this will open your booking dashboard. Your exam will show in Exam available to view or launch. Click this link to open your booking details and select Cancel. You can now either return to your eCourses account by
closing the page or selecting Return to CITB eCourses. You will now be able to schedule a new exam either online or at a test centre.
Please note:
Online exams can only be cancelled up to 30 minutes before the scheduled start time.
Test centre exams can only be cancelled within 48 hours of the scheduled exam date and time.
General Enquiries
Email: ecourses@citb.co.uk
For all general enquiries please include as much detail to your query as possible.
If you are querying on the behalf of someone else, please ensure that you confirm their name and email address that was used to create their account within your email.
CITB aim to respond to all general enquiries within 2 working days.
CITB eCourse examination/Pearson VUE related enquiries
Email: VUECITBeCoursesSupport@pearson.com
Phone: 0345 850 8789
If you are emailing or calling Pearson VUE specifically about an examination, please make sure that you include or have to hand the date/time of your examination and any case numbers that you may have already been provided with.
If you are querying on behalf of someone else, please ensure you have the above information available, as well as the candidate’s name, email address and date of birth to pass data protection.
Pearson VUE aim to respond to all enquiries as soon as possible.
Please note:
The CITB support team is available between 07:00 and 16:00 from Monday to Friday (excluding Bank Holidays). Any queries made outside these hours will be dealt with by the support team on their return.
