A. Ensure that you are searching for ‘VICTVS V3’.  If you still can’t find it, it may be that we are not yet listed in your region, so please contact us.

A. Ensure you have enough free space to install the app (32.2MB iOS, 99MB Android), and that your operating systems meets the minimum requirements. This is currently iOS 15 for iPhones or Android 8.0.

A.  Use the ‘Register’ link to create an account.  An email will automatically be sent to the email address you registered with containing your login details.

A.  Check that the username and password are being entered correctly.  They are both case sensitive.  Press and hold the eye symbol to reveal your password and check for errors.

A.  Press the ‘Forgot?’ link next to the password entry field.  Enter your username and email address, and press ‘Reset password’.  You will receive an email with a password reminder.  Do not forget to check junk/spam folders for this email.

A – No you cannot change your username after registering for an account.  If you need to use a different username, you should create a new account with the correct username.

A – To register your email address on another account, you will need to ‘release’ the email from your existing account.  You can do this by changing the email address from your profile page.

A. Check that you have granted permission for the VICTVS V³ app to access your camera within your device settings.

A.  Exit the ID scan screen, and then re-open.  If the error message persists then please contact us.

A. You should have received session details within an email in advance of your session.  Refresh your app by pulling down on the page.  If no new sessions appear then please speak to one of our team now using Live Chat or contact us.

A.  If you see this message, the Session Manager may not yet have started the session, so wait a few minutes and try again.  If you are still having problems, please speak to one of our team using Live Chat or contact us.  Sessions are typically opened 30 minutes in advance of your exam start time.

A. If you have biometric authentication set up on your device (e.g.: Face ID, Touch ID or Fingerprint), you should be able to use this to enter your session on the VICTVS V3 App.  If you do not have biometric authentication set up on your device, or if this does not work when entering the V3 App, you may be prompted to enter a PIN.  This is your own device PIN – not an assessment PIN or your V3 password.

If you are unable to log in to VICTVS V3 with biometric authentication or your device PIN, please go to your device settings and turn off the biometric authentication.  You will then be able to log in to VICTVS V3 by bypassing authentication.

A.  Check that you are using a device that meets the technical specifications required by the VICTVS V³ app.  If so, please ensure that you have given the VICTVS V³ app permission to access your camera within your device settings.

A. Check that you have given the VICTVS V³ app permission to access your microphone within your device settings.

A.  Disconnect any headphones or other Bluetooth devices connected to your mobile device and check that the volume is turned up. V3 uses the call volume setting on Android. If you are experiencing low volume then please check call volume on your device. Sessions Managers can mute their microphones during a live session, but you can always contact them via the Chat tab within your session.

A.   Firstly, check that you have pressed the ‘Start Session’ button within session.  Session Managers can also mute their video feed throughout a live session, but you can always contact them via the Chat tab within your session.

A.  Wait a few seconds, as the issue may rectify itself.  If it continues, please contact the Session Manager via the Chat tab who will advise you on how to proceed.

A.  When a Session Manager mutes their video feed, it will appear as frozen.  If you wish to contact them, you can do so via the Chat tab.

A. The Session Manager will need to see a clear view of your laptop screen, your work space/desk and you during your entire session.  We suggest positioning your mobile device in an upright position, either at your side, or slightly behind you with a view over your shoulder.  Be creative and use any nearby surfaces to help you get the right view.

A. Please wait a few seconds and try to send a message again.  If messages are still not sending then please contact us or speak to one of our Support team now using Live Chat.

A.  The chat function is available before, during and after the session, for you to speak directly to the Session Manager.  To access, enter your session and click on the ‘Chat’ icon.

A.  A mobile internet or Wi-Fi connection is required to use the VICTVS V³ App.  Firstly, check that you are connected to the internet by opening a browser on your device. If you are able to connect to a website on that browser, then try again to open the VICTVS V³ App.   If you are still having issues, try contacting us.

A.  There are two types of alerts in the app.  A single ping indicates that you have a new chat message.  A alarm sound indicates that you have been disconnected from your V³ session. Please check your internet connection and attempt to re-enter the session.  If you are still not able to reconnect then please contact the Support Team via the Live Chat.

A. Multi-mode monitoring allows your VICTVS session manager to connect to you via your V3 mobile app and your webcam and browser. It also allows your session manager to view your screen during an examination.

A. You will be informed in advance of your session by your awarding body, training provider or examination board if you need to set up multi-mode monitoring with VICTVS.

A. Once you have joined your session via your V3 mobile app and connected to your VICTVS session manager, you can set up multi-mode monitoring by going to www.victvsv3.com on the same device that you will be taking your examination from. You can find the full set up guide here (PDF)

A. The times displayed on your VICTVS V3 mobile app will be your local time zone, based on the settings on your mobile device.  The times displayed on the website version of VICTVS V3 will be in UTC, regardless of which time zone you are located in.

A. Your session manager will request that you place your mobile device somewhere where they can clearly see you, your workspace and your monitor during the session.  Our guide on how to prepare your equipment and workspace, as well as where to position your mobile device can be found here (PDF).

A.  We strongly suggest that Google Chrome running the latest available version should be used as your web browser. This is where VICTVS V3 has the highest level of stability. A minimum of 1GB RAM, 1GHz CPU and a 1024×768 screen resolution are strongly advised.

A.  Unfortunately, there is occasionally a short delay between invigilators and users of the VICTVS V3 mobile app which can result in an echo.  If you are experiencing this lag then please ask the user to turn the volume down on their mobile.  You could also try using a headset with microphone which might help minimise this effect.

You can find out more about our data protection policies and procedures on the following pages:

• Privacy Policy
• Cookie Policy
• Customer Terms
• Data Processing Agreement
• Security