Support

Check that PrepPass has microphone access (iPhone: Settings → PrepPass; Android: Settings → Apps → PrepPass → Permissions), take your mock exam somewhere quiet, and keep the phone on the loudspeaker.

Turn the volume up, check the phone isn't on silent or connected to a Bluetooth device you aren't using, and close other apps that might be playing sound.

Close and reopen the app with an internet connection; unfinished purchases are completed when the app starts. If they still don't appear, email us with the date of the purchase.

Purchases are made through Apple or Google, so refunds are handled by them: on iPhone at reportaproblem.apple.com, and on Android through Google Play (Play Store → profile → Payments and subscriptions → Budget and history).

PrepPass accounts are anonymous and tied to the app on your phone. Email us and we'll do our best to help.

No. PrepPass is an independent practice app and is not affiliated with Trinity College London. A PrepPass mock exam is not the Trinity GESE test or any Secure English Language Test (SELT), and it cannot be used for any visa, settlement or citizenship application. Mock exam grades and scores are AI estimates to help you practise: they are not official results and do not predict or guarantee your real result. Book the real test through Trinity College London.

In the app: gear icon → Delete my data. See Delete your data for other options.