Resolving "Unable to launch the application" message
Resolving "Unable to connect" or "Operation timed out" or "Connection Reset/Refused"
How can I renew/extend my subscription?
Can I reset/delete my Qbank test history (or) start all over again?
When does a New purchase/Renewal begin?
545 E. John Carpenter Freeway, Ste 1600
Irving, Texas 75062
Monday to Friday 9AM to 5PM CST
Fax: (972) 887-3296
(Support 7-days a week)
How do I purchase a subscription from the website?
Any of our product offerings can be purchased from our website with payment due in full at time of purchase via a credit or debit card with American Express/Discover/MasterCard or Visa logo.
You will need to register for an account in order to purchase any of our products. Once you have registered for an account or if you already have an account:
What form of payment(s) do you accept?
You can subscribe to any of our online courses/services using a credit or debit card with a Visa, MasterCard, Discover or American Express logo. Your subscription will be available for activation immediately or can be activated later from your account on our website after successful payment.
You can also subscribe via personal check, money order, or demand drafts taken in U.S. dollars. These types of payments should be mailed to us and should include the name of the subscription, the duration you wish to subscribe, along with the details that have been asked in the register form. We will setup your account as soon as we receive your payment and notify you via email of your access credentials. All direct-mail payments must be in U.S. dollars and made payable to "UWorld". Please send the payment(s) to the address in the contact us section.
What is your refund policy?
All refunds are evaluated on a case-by-case basis. One case has no bearing on another. Refund amounts determined by UWorld are final.
USMLE Step 2 CS, Step 3 CCS, Subject Reviews & Self-Assessment Exams: These subscriptions are non-refundable, non-transferable, and cannot be converted into another subscription.
All Qbanks: No refunds are allowed for the first 30-day duration of any subscription, unless the subscription has not been activated. Refunds are considered for subscriptions with more than 30-day duration. Refund amounts are based on the number of days elapsed since the subscription start date or the amount of questions used, whichever amounts to a higher deductible.
Example Scenario: An individual purchases a 180-day Qbank subscription and generates a few test blocks equal to 20% of the questions in the Qbank. After 45 days, he/she request for a refund. As the elapsed duration is greater than the percentage of questions used, the refund amount will be based on a subscription converted to the closest duration (60 days) by deducting applicable 60-days subscription fee from the refund. Additionally, in the same scenario if the individual had used 85% of the questions, the refund would be 15% of the subscription fee paid.
Note 1: A processing fee of 10% (with minimum of $10 and maximum of $25) will be applied to all refund amounts.
Note 2: The subscriber must notify UWorld of their intent of a refund before activating their subscription (or) during the active duration. If the reset option is used or all of the questions are used, no refund will be allowed (see "I want to reset/delete my Qbank test history (or) start all over again, is this possible?" below for further details).
Note 3: For combo package purchases, individual subscription fee will be applied when calculating the refund.
Note 4: While access to Qbanks via certain mobile devices is provided as an additional feature, it is not intended to be a replacement for computer access, and no refunds or cancellations will be honored due to a user's inability to install and/or use the provided software on any mobile device (regardless of whether or not the device meets the minimum system requirements).
Why am I getting a "Blocked IP Address" message when attempting to subscribe?
You will encounter this message when the IP address that is currently assigned to your computer by your internet service provider has been blocked. There might have been fraudulent transactions from a similar IP or an IP within a close range in the past. This does not imply that you have made any fraudulent transactions. It is just a security measure that we have adopted to avoid fraud on our website
In order to properly subscribe, you will need to fax your information to 972-887-3296:
Once we receive the requested information we will process it and notify you at the email address your specified with your account details. Upon subscription, access to your course material will not be blocked even though you received a "Blocked IP Address" message initially. Your submitted details will be held in strict confidentiality and will only be used to setup the subscription. Due to insecure nature of email communication, do not submit payment details (card number, expiration date, security code) via email.
Do you offer any discounts for students? Professionals? Institutions?
Unfortunately, we do not offer discounts to individual subscribers for purchase of a new subscription based on affiliation(s). We offer group discounts on Qbank products with subscription duration lasting 3/6/12 months only with a minimum purchase of 50 subscriptions by individuals from the same school/program. To inquire more about group discounts, please contact us with all of the details below.
Card/Transaction Declined (or) Transaction Error message when attempting to subscribe
Card declined/General Transaction Failure: When you encounter this message during the subscription process, it means that your subscription payment transaction did not go through. Your card-issuing bank has declined the transaction as it may not match your online transaction pattern, it exceeds your purchase limit, or there was an incorrect entry of subscriber information, including card number, card code, expiration date, name on card, etc. Please contact the card-issuing bank to resolve the problem and then try the operation again. If you prefer, you can also use a different card or payment means as mentioned above. Your account is still created when a payment has been declined/rejected but the subscription will be added only after a successful transaction has been made. Click register and log-in with the username & password then subscribe to your desired course.
Incorrect CVV2 Code: When any code mismatch occurs, you will encounter this message. Because this is a security-related issue, you will not be charged for this transaction even though your card-issuing bank may approve authorization. Please enter the correct card code (CVV2 number), credit card number, and expiration date. The card code or Card Validation Code (CVC) or Card Verification Value 2 Code (CVV2) is the three-digit code located next on the back signature strip of Visa, MasterCard and the four digit code located on the front of all American Express cards (see example for more information and then try the operation again).
New Purchase: All subscriptions go into effect from the time they are activated and not the time of setup/purchase. It can be activated immediately or anytime thereafter. If your initial purchase consists of multiple courses (Qbank, self-assessment exam, CCS, etc.), each of them can be activated individually and independently via your account on our website as preferred. This process of activating a subscription after purchase allows you flexibility of starting a subscription when you are truly ready to utilize it.
Our self-assessment exam subscription is independent of other subscription duration. It can be activated via your account on our website and will stay active for 2-weeks from the time of activation. You can activate it before, during or after your other subscribed course material.
We recommend that all subscription be activated within 180 days of setup/purchase. Once a subscription is activated, it cannot be paused or suspended for any reason and will run continuously for the duration of said course material.
Renewal: A renewal is basically an extension of time to continue access to an previously activated subscription. Since a renewal is an extension to an already active subscription, it is effective from the existing expiration date, NOT from the day of purchase and cannot be deferred to start at a later date/time.
Note: All of our subscriptions are based according to the Eastern Time Zone (GMT/UTC -5 hours or New York Time), which may be different than your local time zone.
Please log into your account via http://www.uworld.com and click on "Renew" button. This option provides a list of available "renewal durations and their prices" for the selected course. You can select and renew your existing course for a desired duration of time.
A renewal is basically an extension of time to continue access to an active subscription. Since a renewal is an extension to an already active subscription, it is effective from the existing expiration date, NOT from the day of purchase and cannot be deferred to start at a later date/time.
All renewals are effective from the existing expiration time, NOT from the time of purchase and cannot be deferred to start at a later time. To qualify for renewal, you will need to renew the course before it expires. Renewals are not offered for expired subscriptions, and you will have to purchase a new subscription at regular price directly from our website.
Note: If your initial purchase was a combination package, you will need to renew each active subscription individually. You do not need to renew a course that has not been activated.
Can I temporarily suspend my active subscription?
Once activated, all subscriptions run continuously for the subscribed duration without any intermediate breaks. Subscriptions cannot be suspended temporarily and/or reactivated at a later time.
Can I use my subscription from multiple location(s)/device(s)?
You are allowed to access your account and use your subscription(s) 24/7, regardless of your location as long as the device/network being utilized meets the system requirements as outlined here. However, there are certain regulations that apply. The registered subscriber is the only individual who is allowed to access their account and subscription(s), and access can only occur on ONE device at any given time (e.g. You can use your subscription from 9AM - 5PM from your work location and resume 6PM - 11PM at home, but there cannot be any overlap). All log-ins are diligently monitored and if a single account has been used from multiple devices at the same time, it will be immediately terminated without any explanation or refund.
What is the shortest duration of a new subscription purchase?
The minimum duration of a new subscription purchase (Qbanks, USMLE Step 2 CS or Step 3 CCS) is 30-days and are not available in any other shorter or custom durations. Subscribers whose active subscription(s) have not expired can purchase renewals for before their active subscription expires. Please click 'RENEW' button from 'My Account' to view the available renewal options.
No course is available in my account upon logging in
This could happen for two reasons:
How can I change my account profile and password?
It is critical you keep this information updated as all communications related to your subscription rely on the accuracy of your profile details. To update your contact details:
Note: For security reasons, we do not discuss account/subscription related concerns via a non-registered email address (basically the email address being used to communicate with us MUST match the one in profile details).
I want to reset/delete my Qbank test history (or) start all over again, is this possible?
Please keep in mind that reset eligibility is based on the concurrent duration of your currently active subscription and does not take into account previous subscription(s). A reset is basically a permanent and irreversible purge (delete) of all of your test and performance data from our system. This option is available in only two scenarios outlined below:
Renewal of an active subscription does NOT qualify as a new subscription. Qbank test information cannot be deleted or reset in the middle of a subscription except in above two scenarios.
Can I get a guest account or a free trial offer to test your software?
We do not offer guest/trial accounts to test our software. However, you can view a non-interactive demo of our software from each of the product pages.
How frequently is the course material updated/added?
All of our products have a finite set of questions/cases and we routinely review and update them based on new research, changes in diagnostic and patient management practices. Question containing older or non-relevant material are replaced with updated question content.
Once a new question/case is added or an existing question/case is updated, it is automatically made available to all users with an active subscription to that particular course (regardless of their course subscription duration).
I accidentally closed a test instead of suspending it (or) I want to delete a test
Once a test is generated, it cannot be deleted or adjustment made to the used/unused/incorrect/marked question pool. Please use "Resume" option associated with the test in question from "Previous Test" section to suspend it or complete it so as to prevent it from adversely affecting your cumulative performance metrics.
How do I use the USMLE Step 3 CCS interactive Software?
It is highly recommended that you use and review the documentation provided with Primum Computer-Based Case Simulations offered for free by USMLE on their "Practice Materials" page located at http://www.usmle.org/practice-materials/index.html prior to subscribing or using our Step 3 CCS interactive software. As part of the freely available material by USMLE, you will learn how to efficiently use the interface, write orders, advance the clock and perform basic patient management tasks via a very detailed presentation.
Our offering assumes that you have used Primum Computer-Based Case Simulations offered by USMLE prior to using our interactive software.
Can I save my subscription content to my hard disk or print the material?
Qbanks: Printing, saving, copying, screen capture, etc. of UWorld Qbank materials is strictly prohibited. Attempts to use system commands or third party utilities to capture/print/save/copy our content is considered copyright infringement and breach of Terms and Conditions. We monitor all user activity diligently and repeated attempts to circumvent this may lead to account suspension, termination without refund, and/or legal action.
USMLE Step 2 CS & Step 3 CCS: Certain portions of the USMLE Step 2 CS and Step 3 CCS cases are allowed for printing.
What are the system/device/network requirments?
You have to use a UWorld recommended version of operating system, Internet browser and any other required softwares to access the licensed materials. Our system requirements are available for review here.
Can the Qbank services be used from a mobile device?
Access to Qbanks via certain mobile devices is provided as an additional feature, but it is not intended to be a replacement for computer access. We currently provide a Qbank Mobile app for select iOS based devices (iPad, iPhone, and iPod Touch) and Android based devices (phones or tablets), which can be found in each of their respective app stores. In order for users to install and use the app, their mobile devices must meet our system requirements. Not all products are available to access via mobile devices.
Our developers are aware of request for mobile access on other devices/platforms and are reviewing potential options and implementation scenarios however, an exact time frame (of if or when a solution will be available) is not currently known. Once an app is ready, it will be announced directly on our website.
Installing Java on Windows & launching USMLE Qbank/Self-Assessment/CCS Interactive software
Installing Java on Macintosh & launching USMLE Qbank/Self-Assessment/CCS Interactive software
For users of OS X 10.6.x
Java is a core component and is automatically installed with the operating system. To ensure you have the latest updates and security patches, please run Software Update by clicking on the Apple menu and selecting Software Update. Launch your USMLE Qbank/Self-Assessment/CCS Interactive software via applicable link below.
For users of OS X 10.7.x to 10.10.x
Installing USMLE/Boards/NCLEX companion app on compatible Mobile devices
Complimentary Qbank access via mobile app reiles on separate app for USMLE, Boards, and NCLEX Qbanks. Mobile apps are not available for non-Qbank offerings. Access via mobile devices is provided as an additional feature, but it is not intended to be a replacement for computer access. (review system requirements here)
Other Mobile Device(s): Our developers are aware of request for mobile access on other devices/platforms and are reviewing potential options and implementation scenarios however, an exact time frame (of if or when a solution will be available) is not currently known. Once an app is ready, it will be announced directly on our website.
This is typically caused when users frequently change their internet connection provider (Work, Library, Personal, Public Wi-Fi etc.), or if the software does not properly update (which should occur automatically without prompting). It can also occur when your Anti-Virus, Anti-Spyware, or cache management software removes portions of the Java cache necessary for our program to properly function.
If you find yourself switching internet access point on a frequent basis, always launch your web browser to verify you have direct internet access before launching our course material via desktop shortcut to avoid future cache corruption. If connecting via Wi-Fi, we also recommend that you make sure that your computer always has the best signal possible after verifying internet access via web browser.
Click here if using Mac
Macintosh OS X 10.7.x to 10.10.x
Macintosh OS X 10.6.x to 10.7.3
Click here if using Windows
Click here if using Windows XP or higher (Vista, 7, 8, etc.)
If the issue persists, please provide details that are provided on the error message dialog box (specifically information from the "Details" section for "Exception")? You can send us a screen shot of that specific section instead of typing all of the details being displayed. You can use instructions outlined on this page on how to capture the error message screenshot.
Resolving "Unable to connect / Connection or Operation timed out / Connection Refused or Reset" message
There are few possible reasons for this issue:
Resolving Java loading (or) checking for latest version message
Resolving "BadFieldException[ Cache must be enabled ...]" message
This is typically caused when Java settings on your computer have either been updated manually or automatically.
Click here if using Macintosh OS X 10.7.4 to 10.10.x
Click here if using Macintosh OS X 10.6.x to 10.7.3
Click here if using Microsoft Windows XP, Vista or 7
Click here if using Microsoft 8
Why are images/media in questions not loading?
This problem might arise if you lose your internet connection while course content is being downloaded onto your computer. The test is downloaded on your machine while the images and media are stored on the server. Hence, you may be able to move from one question to next in absence of internet connection but the images and media will not load. This is especially true if you are using a wireless (3G/GPRS/GSM/UMTS/CDMA/HSDPA/WiMAX/Wi-Fi) or dial-up connection.
If you rely on dial-up access, we recommend trying to access the course from a high-speed internet access point if possible. If you rely on wireless access, please disable the wireless device on your computer and try using a wired connection from your computer to your internet access point to avoid this issue. If the problem exists on a wired connection, then email us your username, contact number, and a suitable time to reach you by telephone. We will check if the connection is working properly.
Our qbank requires reliable and stable connection in order to download images and save tests while communicating with our servers. Wireless connections are great in terms of offering flexibility with connection but are quite unreliable when providing sustained and reliable internet connectivity.
Regenerating a desktop shortcut for USMLE Qbank/Self-Assessment/CCS Interactive software
If you have lost your desktop launch shortcut for USMLE Qbank/Self-Assessment/CCS Interactive software and wish to regenerate it:
Click here if using Microsoft Windows XP or higher (Vista, 7, 8, etc.)
We have seen cases where the icon cannot be created due to some unknown system/configuration setting. In such case you will have to launch the course material from our website.
Resolving "Can't connect to SOCKS proxy: connection timed out" or general "SOCKS proxy" error message
This issue is usually caused by an update of network settings by your current or recent internet access point (probably a university, work or hospital network). Please update Java settings on your computer using these steps to resolve this issue.
Resolving .jnlp file association
A Java update published by Apple has affected a large set of OS X users who installed it manually or automatically via System Update. The update in question uninstalls the Apple-provided Java applet plug-in from ALL web browsers. To resolve this:
A Java update published by Apple has affected a large set of OS X users who installed it manually or automatically via System Update. Please refer to http://support.apple.com/kb/TS2828 for instructions on how to resolve this issue. If these instructions fail to resolve this issue for you, we recommend contacting Apple technical support and seeking help with opening a JNLP file via Java Web Start.
This issue is most likely caused by corruption of your operating systems file associations. To attempt to resolve this issue, please follow these instructions.
Click here if using Microsoft Windows 8
Why am I getting "Incompatible Process" (or) "Invalid Key Combination" emails?
Incompatible Process: This is an automated email sent to a subscriber's registered email address when our software detects the presence of an application/process on your machine which is incompatible with our USMLE Qbank/Self-Assessment/CCS Interactive software. Please disable the application before using UWorld Qbank/Self-Assessment/CCS Interactive software by following the instructions provided in the email.
Invalid Key Combination: This is an automated email sent to a subscriber when our software detects use of a key combination on your keyboard which is used for capturing screenshots on a computer. Use of these key combinations is discouraged while the USMLE Qbank/Self-Assessment/CCS Interactive software is in use.
How do I access USMLE Step 3 CCS cases (Read-out as well as Interactive)?
It is recommended that all users disable the pop-up blocker when accessing any courses from UWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close the Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.
To access USMLE Step 3 CCS Case Management Readout Material
To access USMLE Interactive Step 3 CCS cases:
How do I access USMLE STEP 2 CS cases
It is recommended that all users disable the pop-up blocker when accessing any courses from UWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.
To access USMLE Step 2 CS cases (after it has been activated from your account on our website):
I am experiencing problem viewing USMLE Step 2 CS videos
It is recommended that all users disable any active pop-up blocker on their system prior to accessing any courses from UWorld. If a pop-up blocking program is running on your computer, disable it or close the program itself. If you do not wish to close Pop-up blocker program, you will have to press the keyboard control ('ctrl') key before clicking on any buttons. Release the control key when you get a new window that is open in full screen.
Our USMLE Step 2 CS videos are embedded within the software and require Adobe® Flash® Player, 16.0 or higher installed (available at http://www.adobe.com/products/flashplayer/). Once you have installed the latest version of Adobe® Flash® Player, restart your computer and access the Step 2 CS physical examination videos. On slower connection (dial-up or wireless) it may take a few seconds to buffer the clip for seamless playback and for that reason we recommend pausing the video as soon as it starts for a few seconds. That way when you press the play button a few seconds later the entire interaction will playback clearly without any interruptions.
How do I access Subject Review material?
To access Subject Review material (after it has been activated from your account on our website):
Resolving "Session timed-out" error
You will see this message when your browser's cookie functionality is turned off. Please make sure to enable the cookies prior to logging-in to the courses at UWorld.
Click here if using Internet Explorer
To enable cookies in Internet Explorer 8.0 and later versions
Click here if using Mozilla Firefox
To enable cookies in Mozilla Firefox 3.x for Windows:
To enable cookies in Mozilla Firefox for Macintosh:
Click here if using Apple Safari
To enable cookies in Safari:
Click here if using Google Chrome
To enable cookies in Chrome for Windows:
To enable cookies in Chrome for Macintosh:
If cookies in your browser are enabled and you're still seeing an error message that your browser's cookie functionality is turned off, you may need to restart the web browser for the settings to take effect.
Do I need to allow clipboard access to UWorld?
If you are receiving a prompt/alert which says "Do you want to allow programmatic clipboard access?" or "Do you want to allow this page to paste information from your clipboard?" then please follow the instructions to resolve the issue.
For Internet Explorer 7.x and higher:
For Mozilla Firefox:
• Contact Us
The United States Medical Licensing Examination (USMLE™) is a joint program of the Federation of State Medical Boards (FSMB®) and National Board of Medical Examiners (NBME®).
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