To help make taking the IELTS test an enjoyable experience for you, we have prepared a list of frequently asked questions that will help with any dilemmas you may have. Please take a look at the answers below, and if still have any additional questions please contact us and we'll be happy to help.

Frequently asked questions during Covid-19

1. For how long will exams be suspended at the British Council Ukraine?

As you know, due to Covid-19 pandemic the Cabinet of Ministers of Ukraine has announced the quarantine till 22 May 2020. 

So, to protect health of all our test takers, we have had to suspend all our exam sessions until after this date. We will follow any further governmental instructions regarding either the extension or the end of the quarantine. 

We will resume administering all our exams in full as soon as the government lifts its restrictions, and it is safe for health to do so.

All candidates who were  registered for any exams between 17 March and 22 May 2020 will be able to sit their exam on a new date. 

Additional test dates and locations are being arranged in May and June to cover for the tests cancelled due to the Covid-19 quarantine. Please monitor our website regularly to find the most suitable date for you. 

2. My exam has been suspended. Can I transfer my registration to another date?

In order to transfer your registration to a new test date, please fill in the Test Date Transfer Form and send it to this e-mail address ielts@britishcouncil.org.ua

Please make sure that you have specified the new test day.

As soon as we receive your completed Test Date Transfer Form, we will transfer your registration and payment to the new date. 

We will get back to you with further information closer to the test date.

3. I registered for an exam through one of your partners. How can I transfer to another date?

You can contact the -  partner organisation you were registered through and ask them to transfer the test date for you or you can contact us directly by sending your completed test day transfer form to e-mail address ielts@britishcouncil.org.ua.

4. When and how will I receive my exam results?

The results of the exams, which were administered prior to the quarantine, have already been released and sent out. They are also available on the Test Taker Portal and you can access them via your profile. IELTS results remain online for 28 days but should not be used as an official confirmation of your performance.

If you wish additional TRFs to be sent out to the institutions you are applying for, please contact us via e-mail and we will submit them electronically via IELTS Test Report Form Verification Service. Note that if you would like us to do this, you need to provide the name and full postal address of the institution anyway.

Unfortunately, until the end of the quarantine we will not be unable to send out hard copies by regular mail.

5. Your office is closed to the public. How can I receive my test certificate?

All certificates are stored securely in our office and will be available for pick up after the quarantine ends. 

6. Can you send a message to my university confirming that my exam was cancelled?

As you know, most countries have implemented quarantine measures and a lot of different exams have been suspended around the world.  Because of that many universities are revising their admission rules and deadlines, so we recommend that you contact your university directly to get first-hand information regarding their admission process for the period of quarantine and after it.

7. How can I contact Customer Service?

While our office is closed, our customer services team will support you via email. We are working hard to respond to every email, but the situation is extraordinary, and some delays may occur. Please accept our apologies in advance. We thank you for your understanding and cooperation.

You can contact us by filling out this form

We also provided temporary telephone lines for urgent enquiries:

Monday - Saturday: 09.00 - 17.30

+38 050 326 1286 

+38 050 379 0765 

+38 050 314 8624

Paying for your test

How can I pay for my test?

Once you register on our website, we will send you an email with the bank details and the amount that has to be paid. It usually takes three working days for the payment to go through. Once the payment is done, you will receive a confirmation email.

Can I pay from abroad?

You can pay only in local currency (hryvnias) on the territory of Ukraine via direct bank transfer or via online banking (if you have an account in a Ukrainian bank). 

Can someone else pay for me?

Yes. Please make sure that a person who pays for you indicates the following information in the field “Purpose of Payment”: [IELTS / your family name / city / test date]

Time and date of the test

I have paid the test fee. When will I know the day, time and location of my test?

You will receive an email with all the details within five to seven days before the day of your test. Please make sure you also check your Spam / Junk folder in case it lands there.

Can I change the date of my test?

Typically, no, but an exception can be made by the Test Centre. You can send a request form at least five weeks before the test, together with the supporting documentation that indicates the reason why you cannot be present at the test on the specific date.

You can find additional information about this, together with the request form document on our IELTS cancellation and refund policy page.

Can I change the date of the speaking part of the test?

Typically, no, but an exception can be made by the Test Centre. You can send a request form at least five weeks before the test, together with the supporting documentation that indicates the reason why you cannot be present at the test on the specific date. 

You can find additional information about this, together with the request form document on our IELTS cancellation and refund policy page.

ID document

Can my driving license, residence permit or student’s ID card be accepted on test day?

No, only passport you provided during registration can be accepted as a valid document. 

I am not able to upload my ID document in my personal cabinet.

You can send your ID document to your Test Centre at ielts@britishcouncil.org.ua.

Getting my results and certificate

When can I see the results?

You can log in to the Test Taker Portal to see your results. IELTS results remain online for 28 days but should not be used as an official confirmation of your performance. If you have taken the paper-based test, you will be able to see your results 13 calendar days after the test date. For computer-delivered IELTS, the results are available five to seven calendar days after the test day.

You can find more information about this on our IELTS results page. 

Can I have my certificate delivered by post?

Yes, you have two options:

  1. You can indicate the full name of this person on the envelope that you fill in the beginning of your test. 
  2. You can also send an email to info@britishcouncil.org.ua, indicating the details of the test taker (name, surname, reference number, date of the test) and the full name of the person who is authorized to pick up your test certificate and their passport details. That person must have a valid passport with them to be able to pick up the certificate.

Can I have an additional copy of my certificate?

No, but we can send an official copy of the certificate to the educational institution you specify. We can send up to five of these copies for free. 

You can find more information about this on our IELTS results page. 

I have lost/damaged my certificate. How can I get a new one?

Please send your request indicating the details of the test taker (name, surname, reference number, date of the test) to ielts@britishcouncil.org.ua

Can I pick up the certificate with driver license, residence permit or student’s ID card?

No, you can pick up your certificate only with the passport you used when registering for the test.

Retaking the test

Can I retake one part of the test?

You can only retake the whole test. If you did not receive the score you expected, you can apply for your test to be re-marked. This is called an Enquiry on Results (EOR). You can choose which test sections you want to be re-marked and need to request this at the test centre where you had the test.

You can find more information about this on our IELTS results page. 

Does the grade from my previous test influence my new results?

There is no connection between the grades you get when taking the test multiple times.

If I was late for the test can I reschedule for another date?

If you are late for the test, it is not possible to reschedule the test. You would have to book a new test.

When can I re-take the test?

You can re-take the test any time. There are no restrictions on re-taking IELTS. You can book a test as soon as you feel you are ready to do so.

You can find more information about this on our IELTS results page. 

Can I get a refund if I missed the test?

No. You can get a refund minus an administration fee of 25 per cent of the test fee only in two cases: 

  • if you cancel your IELTS test up to five weeks before the test date 
  • If an original medical certificate confirming illness on the date of the test is provided within five working days from the test date. 

You can find additional information about this, together with the request form document on our IELTS cancellation and refund policy page.