If you submit multiple failed purchases, your bank account will show multiple pending charges. This happens when your bank receives payment authorization requests.

Failed or declined transactions will not be charged to your account, and will be removed within 2-5 business days. Please contact your financial institution for additional information.

Yes. Receipts are viewable when you login to your UMock account. Login to your account and click Billing to view past orders, or print a receipt.

Our charge lookup page will allow you to enter your payment information to locate and contact the merchant who charged you.

The following UMock subscriptions are NON-REFUNDABLE

• All 30-day subscriptions

• USMLE Step 2 CS

• USMLE Step 3 CCS

• All Mock assessment subscriptions

• USMLE Shelf Exams

• All renewal subscriptions

• All sales on the subscriptions above are final if the subscription has been activated.

• If a subscription is not activated, and is not expired, then you are eligible for a full refund.

• Refunds are considered only for subscriptions greater than 30 days.

• UMock subscription purchases are not eligible to convert to another subscription on the same user account, and are non-transferable to another user.

No. All renewal subscriptions are non-refundable.

• Refunds on activated Qbank subscriptions may only be requested after 30 days from the time of initial activation and before the subscription expires. Expired subscriptions cannot be refunded.

• For activated Qbanks where all questions have been used, no refund will be available.

• For activated Qbanks that have not expired, and are passed 30 days of the initial activation, the amount refunded is determined either by:

  (1) the number of questions used, or
  (2) by the number of subscription days passed
  

• The higher number determines the final refund amount. See “Examples of an activated Qbank subscription refund

• Subscriptions are eligible for a full refund if they have never been activated.

• Activated subscriptions that have expired are not eligible for a refund.

• Activated subscriptions that were unused and are now expired are not eligible for a refund.

Yes. UMock charges a processing fee at 8% of the subscription refund value, with a minimum processing fee of $10, but will not exceed $20.

• Example 1 - Refund amount determined by the number of questions used:

  -You purchase a 120-day Qbank subscription, and use 75% of the questions.
  -You then request a refund after 60 days (50% of the subscription time).
  -You are then eligible for a 25% refund, because you used 75% of the questions which is greater than 50% of the elapsed subscription time.

• Example 2- Refund amount determined by the number of subscription days passed:

  -You purchase a 120-day Qbank subscription and use 25% of the questions. -You then request a refund after 60 days (50% of the subscription time). -You are then eligible for a 50% refund because 50% of the subscription time has passed, which is greater than 25% of the questions used.

• Additionally, both of the refund examples above incur an 8% processing fee to the amount refunded:

• In Example 1 the 8% processing fee would be deducted from the 25% refund, resulting in a final refund of 17%.

• In Example 2 the 8% processing fee would be deducted from the 50% refund, resulting in a final refund of 42%.

• Yes. Refund requests will be reviewed for approval and must be received within 180 days of the initial purchase date. Any refund requests received after 180 days of the initial purchase date will be provided in the form of a non-refundable UMock store credit.

• To receive a partial refund on an activated Qbank subscription, you must submit a request 30 days after the initial subscription activation, and before the subscription expires.

• Combination packages are subscriptions such as a Qbank and a Mock Assessment.

• If no part of the package was activated, and it is not expired, then it is eligible for a full refund.

• If you use any Mock Assessment in the combination package, then the entire package is non-refundable.

• Refunds will not be considered if any part of a non-refundable subscription is used (see below).

• All 30 Day subscriptions

• USMLE Step 2 CS

• USMLE Step 3 CCS

• All Mock assessment subscriptions

• USMLE Shelf Exams

• All Renew subscriptions

No. Refunds will not be considered if a Qbank has been reset.

No. Qbanks and other exam material are intended to be used on a desktop computer or laptop. UMock offers mobile compatibility on certain devices strictly as an additional feature. Refunds are not considered if you cannot access your subscription on either a supported, or unsupported mobile device.

• If you submit multiple failed purchases, your bank account will show multiple pending charges. This happens when your bank receives payment authorization requests.

• Failed or declined transactions will not be charged to your account, and will be removed within 2-5 business days. Please contact your financial institution for additional information.

Yes. Receipts are viewable when you login to your UMock account. Login to your account and click Billing to view past orders, or print a receipt..

Our charge lookup page will allow you to enter your payment information to locate and contact the merchant who charged you.

The following UMock subscriptions are NON-REFUNDABLE if the subscription has been turned on regardless of whether or not it has been used.

• All 45-day subscriptions

• All Mock Assessment subscriptions

• All renewal subscriptions

• USMLE Step 2 CS

• USMLE Step 3 CCS

If a subscription is not turned on, and is not expired, then you are eligible for refund in the amount of the full purchase price less a $20.00 processing fee.

UMock subscription purchases are not eligible to convert to another subscription on the same user account, and are non-transferable to another user.

Refunds on Qbank subscriptions that have been turned on will only be considered for subscriptions greater than 45 days , and before the subscription expires.

If a Qbank has been turned on and all questions have been used, no refund will be given.

If you purchase a Qbank subscription of more than 45 days and it is not expired, and only some questions have been used, then you must request a refund within 10 days from the date you turned it on, not the actual purchase date. Your eligibility for a refund will then be determined by the number of questions used:

If you have used 30 questions or less, then you are eligible for a 10% refund of the total purchase price. If you have used more than 30 questions, then you are not eligible for a refund.

Refunds requested after 10 days from the date you turned it on are not eligible for a refund.

Questions used during free trials do not count toward the number of questions used when a refund is being determined.

No. All renewal subscriptions are non-refundable.

• Subscriptions are eligible for a refund if they have not been turned on and are not expired. Refund amount will be given at full purchase price less a $20.00 processing fee.

• Subscriptions that are expired are not eligible for a refund, regardless of whether or not the subscription was turned on or used.

• If you turn on and activate your subscription by mistake, you must notify support@umock.com within 1 hour of activation and request that your account returns to inactive status.

• Any subscription that has been turned on by mistake and converted back to inactive status will NOT be considered for any refund.

• If you activate the same subscription by mistake a second time, UMock will NOT return your account to inactive status and you will NOT be eligible for any refund.

Bundled subscriptions are subscriptions that include both a Qbank and a Mock Assessment.

If no part of the package was turned on, and it is not expired, then it is eligible for a refund in the amount of the total purchase price less a $20.00 processing fee.

If you turn on the Mock Assessment in a bundle subscription, then the entire package is non-refundable.

If you do not turn on the Mock Assessment, but turn on the Qbank, then the standard refund policy will apply. See:

No. Refunds will not be considered if a Qbank has been reset.

No. Qbanks and other exam material are intended to be used on a desktop computer or laptop. UMock offers mobile compatibility on certain devices strictly as an added feature. Refunds are not considered if you cannot access your subscription on either a supported, or unsupported mobile device.

• Each and every UMock subscription is continuously updated with current medical literature to provide users with the most advanced, evidence-based content and clinical practices. UMock content is updated automatically to your subscription to ensure you’re preparing with accurate exam material, and providing immediate access as it becomes available.

• Qbank Questions - When new content becomes available, updated Qbank questions will appear in the unused question pool. At the end of the question, you will see when the most recent update occurred.

• Updates to exam material are automatically uploaded to your subscription as long as it remains active.

• Please refrain from requesting when a new update will arrive, or how many questions might be added. The UMock team works consistently to provide frequent updates as new content becomes available to ensure you’re preparing with the most relevant course material.

• UMock provides a reset option for Qbank subscriptions. The reset option applies to Qbanks ONLY.

• Qbank subscription resets - Your Qbank subscription must be characterized by one of the following to qualify for a reset:

  1. Purchased a 180-day subscription, or
  2. Retained an active, uninterrupted subscription for at least 180 days

• Resets for UMock subscriptions are permitted one time per paid subscription.

• If you choose to reset your subscription your entire history will be cleared and all questions will be moved back to the unused question pool. The questions will not change from their original form unless there is an update to the content. You can then begin answering the questions again.

• Subscriptions cannot be reset more than once. You will need to purchase an additional subscription if you’d like to reset your Qbank a second time.

• Please advise that renewal subscriptions do not change or reset your Qbank questions. Renewal subscriptions simply increase the duration of your active subscription.

• You will not receive new questions by renewing your subscription. Renewal subscriptions only increase the duration of your existing subscription to provide additional time to prepare for your exam.

• Individual UMock subscriptions contain the same number of questions and provide all users with the same content, continuously updated from the most current medical literature. When new Qbank questions become available, they will appear in the unused Qbank question pool.

You will not receive new questions by purchasing a new subscription. UMock subscriptions offer the same content and number of questions to all users. As content is continuously updated you will receive updated Qbank questions through the term of your subscription, appearing in the unused question pool.

• You can reuse multiple Qbank questions without resetting your subscription by selecting the checkbox located next to the red flag icon by the unanswered question(s).

• Ensure you have bookmarked every unanswered question you plan to reuse, and then generate a new test. You will have to generate the test by selecting bookmarked question mode.

• You will need to repeat this process again in order to reuse the same unanswered questions again.

• Your UMock data can be restored from an expired subscription and integrated with a newly purchased subscription, available only by request and by following the steps below:

1. The new subscription must be purchased with the same account and username as the expired subscription
2. You must contact UMock via email to request a data restore and include your username.
3. Once you’ve submitted your request, DO NOT turn on or access your new subscription. Doing so will result in a loss of your data, and it cannot be recovered.
4. UMock will send you a confirmation email once your data is restored. The process is performed daily between the hours of 8am - 6pm EST, and will typically take 24 hours to send you a confirmation.
5. Once you have received a confirmation email from UMock, you may access your subscription.

• Mock Assessments allow you to evaluate your results, and help you assess where you need to score higher. Users prepare with the Mock Assessment in a timed setting like the real exam. Mock Assessments are divided into blocks with a 1-hour time limit to complete each block.

• Time Blocks
  Users are given the option to choose different time block combinations to simulate a real testing environment. For example, by selecting 4 continuous blocks, you would run a 4-hour Mock Assessment. Users have the option to pause testing during the middle, or at the end of each block.

• Mock Assessment Ques
  Mock Assessment Ques are different from questions found in the Qbank.

• Test Results
  Results are provided using a scoring system similar to the exam you’re preparing for, and are based on comparative UMock user data. Users can review the full exam for up to 15 days from turning it on.

• UMock subscription content may only be accessed online, and cannot be replicated in any form, including but not limited to printing, saving, copying, or screenshotting (including screen captures on mobile devices). Any reproduction, or replication of content outside of the UMock website or mobile applications is illegal, and considered a break in the UMock Terms of Use and in violation of copyright rules and regulations

• UMock strictly monitors user activity. Any attempt to copy UMock content will notify administrators, and your account will be suspended indefinitely after the 4th attempt.Users who routinely attempt to copy UMock content may have their account terminated completely with no consideration for a refund, and may face legal repercussions.

• If your account has been suspended due to suspicious activity, you may contact UMock in an effort to reinstate your account. Your activity will be reviewed and investigated to determine eligibility for reinstatement.

• Mock Assessments are designed to simulate the real exam. UMock subscribers may request additional block times beyond the standard 60 minutes through testing accommodations.

• Testing Accommodations Steps:
  1. Sign into your UMock account
  2. Turn on your subscription.
  3. Launch the Mock Assessment, but DO NOT start any of the exam
  4. Immediately close your exam
  5. Email support@usmlemock.com and provide information regarding the time you are allowed to be accommodated for each block.

• When the accommodations have been fulfilled, you will receive an email notification and can return to your Mock Assessment.

Mock Assessment exams cannot be reset. Exams are created to prepare subscribers with a unique testing experience similar to the real exam. Exams may be retaken by purchasing a new subscription, however, you will not receive new questions. Subscriptions do not include multiple versions of individual Mock Assessments.

To start using UMock, you must first create an account and then follow the instructions below:

• 1 : Login to your account
• 2 : Click on the Cart icon to view subscription packages
• 3 : Select the subscription you would like to purchase, and then click Buy. You may purchase additional subscriptions by repeating this process.
• 4 : When you’re finished shopping, click Checkout
• 5 : Your order will be completed upon filling out your Profile, Payment, and Billing information

• Yes. Once you’ve logged into your UMock account you can change your username, email, or password.

• Change username

  When you first login to your UMock account, you can change your username.

• Change email address

  Sign into your account
  Open the Menu tab.
  Click Profile
  Under user information, enter your new email address
  Click Update

• Change password

  Sign into your account
  Open the Menu tab.
  Click Profile
  Go to Change Password
  Type in your current password.
  If you enter the password matched on file, you may now change your password.

• All email communications will only be delivered to the email address associated with your registered account email.

• At the login screen, click Forgot Password below the input field and provide the correct answer to the security question you established when you originally purchased your subscription . A reset link will then be delivered to your registered account email address.

• Be sure to check your spam or junk mail folder if you do not receive a reset link from UMock. If it is not in any folders, please contact support@usmlemock.com

UMock offers free sample questionsas well as a 7-day free trial containing 100 questions.

All personal data and information is protected with UMock. All online payments use a secure 256-bit encrypted SSL connection. Credit card information is not stored after purchases have been processed.

• When your IP address is blocked, you have triggered a security measure in our system. This is typically caused by an issue with your ISP (Internet Service Provider) . A blocked IP address does not cause an account to become flagged for illicit behavior. You may purchase your subscription from another computer or device with a different access point .

• Alternatively, UMock also accepts orders through the mail. Please contact our support team if you continue experiencing issues with your order.

• Please be advised that email is not a secure method of communication. UMock does not recommend sharing credit card, or other financial information through emails. Do not send card numbers, CVV security codes, or card expiration dates from your registered email account.

• By purchasing with one of the methods above, you will have complete access to your exam material after the blocked IP address is resolved.

• UMock exam and test prep subscriptions are exclusively available online and compatible with most current browsers. A high-speed internet connection is recommended to optimize software performance and enhance user experience.

• UMock course materials are designed for desktop computers. For optimal performance, we recommend using your subscription with an operating system at or above:

  Mac OS X 10.8
  Windows 7

• UMock offers a mobile app as a bonus feature, compatible with Chromebooks, Windows mobile devices, and operating systems at or above:

  Android 5.0
  iOS 9.0
  Linux

• To access your UMock subscription, follow the steps below:

• 1. Log into your account at UMock.com
• 2. Locate the subscription you would like to use
• 3. Select TURN ON
• 4. Read and accept the UMock Terms and Conditions
• 5. Select START

• To use your Qbank and exam subscription on a supported mobile device, see “Can I access my UMock subscription on a mobile device?”

• UMock subscriptions are accessible from mobile devices compatible with specified operating systems. See ‘System, device, and network requirements.”

• The mobile app is convenient for on-the-go use, however, UMock is best used on a desktop application due to the capabilities and functionality of its features.

• Refunds will not be considered if you are unable to access your subscription from an unsupported device.

• Mac OSX contains a default application called a “Screen Sharing Agent” where you can remotely share your screen with other users. The is a default application, and enables you to share your subscription with multiple users. This is a violation of UMock Terms of Use, and your subscription will not operate if your Screen Sharing Agent is active.

• Disable your Screen Sharing Agent before using your UMock subscription by following the instructions below:

• 1. Click on the Apple logo in the top left corner of your screen
• 2. Select System Preferences
• 3. Select Sharing
• 4. Deselect the checkbox next to Screen Sharing
• 5. Select OK
• 6. Close System Preferences
• 7. Restart your computer
• 8. Login to your UMock account

• There are two likely causes if your subscription is missing when you log in to UMock:

  1. You have updated your web browser, or
  2. Your web browser has stored an older version of the UMock website, called a “cache”

• You can resolve the issue by clearing your browser’s cache:

Google Chrome

• 1. In the top right corner, click Settings from the Chrome Menu
• 2. Scroll to the bottom of the settings page
• 3. Click “Show Advanced Settings”
• 4. Under the Privacy sub-heading, select "Clear Browsing Data"
• 5. Select the drop down menu “Obliterate the Following Items From”
• 6. Select “the beginning of time”
• 7. Select:
  a. Browsing history
  b. Cookies and other site and plugin data
  c. Cached images and files.
• 8. Click “Clear Browsing Data”
• 9. Restart Chrome

Internet Explorer/Edge

1. Go to the Tools menu
2. Select Internet Options
3. Under the General tab, select Browsing history
4. Select Delete
5. Uncheck the box “Preserve Favorites website data”
6. Select the Temporary Internet Files, Cookies, and History boxes
7. Select Delete
8. Select OK
9. Restart Internet Explorer/Edge

Safari

1. Go to the Safari menu
2. Select Clear History and Website Data
3. Select Remove all website data
4. Select Reset
5. Go back to the Safari menu
6. Select Quit Safari to close all windows
7. Restart Safari

Firefox

1. Go to the Firefox menu
2. Select History
3. Select ‘Clear Recent History’
4. Choose the Time range to clear
5. Select Everything
6. Next to Details,, click the down arrow and select All Items
7. Select Clear Now
8. Restart Firefox

If you’re still having trouble, update your browser or open your UMock subscription in a new browser.

• If you have a poor internet connection, UMock images, videos, or other media may lag, or fail to load. Try closing unnecessary tabs, windows, or other applications to improve your internet connection.

• UMock exam software operates best with a direct, high-speed ethernet connection . Wireless connections, high-speed routers, and WiFi cards will work well, but a direct connection is recommended to provide users with an optimal experience.

• Outdated wireless connections will significantly reduce the usability of your subscription. UMock does not recommend using your subscription on wireless connections classified as:

  ● 3G, GPRS, GSM, UMTS, CDMA, HSDPA, WiMAX
  ● Older Wi-Fi standards such as 802.11a and 802.11b
  ● Dial-up modem

• If you continue experiencing connectivity issues, please contact UMock Support by emailing us with your username, contact phone number, and the best time to reach you.

It is possible for your highlights to move if the content has been updated since the last time you used your UMock subscription. If this happens, locate the “date last updated” box at the bottom right of the question. Here you can see when the content was updated, as well as additional information on what the update included. Once you’ve reviewed the updated content, you can manually correct the highlight .

If your computer has inadequate system resources, UMock’s highlighting feature will not function properly. Your system resources will need to be adequate enough to show highlights. To help alleviate the issue, try closing unnecessary applications, programs, and unused browser tabs.

• Any UMock exam may be resumed after completion, even if you already received your score. To access a completed exam and finish your test:

  1. Access your Qbank and select Previous Tests
  2. Locate the test you need to finish, and select “Continue”
  3. The test will continue with the full time available.

• We’re more than happy to help you resume your exam if you ended it by mistake. Please email us with your username, the exam, and the time block needed to resume. We will reset that block so you can finish your exam.

• UMock does not provide an option to delete a test block block after it has been created. If you made an error when creating your test, such as selecting too many questions, it cannot be deleted and recreated.

• UMock offers the option to reuse a test. First, review unanswered questions and bookmark all questions you’d like to reuse. Once all questions have been bookmarked, you can then generate a new test by selecting bookmarked question mode.

• If you end a test early with questions left unanswered, you can pick-up where you left off at a later time. Select the Previous Test option and click Continue next to the exam you’d like to complete.

• Active pop-up blockers may prevent you from viewing UMock videos. Disable any pop-up blockers prior to using any UMock courses. If you are unable to, or do not want to disable pop-up blockers, then you can press and hold the “CTRL” key on your keyboard before clicking any buttons. When a new window opens, you can release the “CTRL” key.

• In the event your video stops playing, check your browser for updates or clear its cache.

• Note: Dial-up and wireless connections may prevent you from watching videos. See “Why can’t I see certain videos or images?”, or try pausing at the beginning of the video. This will allow the video to buffer for a faster connection.

This message may appear if cookies are disabled. UMock does not use tracking or user-side cookies, however, it does use server-side cookies.

Enable Cookies in Google Chrome:

Windows:

• Select the Tools menu
• Select Options
• Select the Under the Hood tab
• Select Content settings in the "/privacy-policy" section
• Choose Allow local data to be set to allow first-party cookies

Macintosh:

• Go to the Menu Bar
• Select Chrome > Preferences
• Select the Under the Hood tab
• Select Content settings in the "/privacy-policy" section
• Choose Allow local data to be set to allow first-party cookies

Enable Cookies in Apple Safari:

To enable cookies in Safari:

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• Select Security in the first panel
• Go to "Accept Cookies"
• Select Only from sites you navigate to

Enable Cookies inInternet Explorer:

Internet Explorer 8.0 and later versions:

• Go to Start and select Control Panel
• Select the Internet Options icon
• Select the Privacy tab
• Select Advanced
• Go to the Advanced Privacy Settings and under the "Cookies" section, Select "Override automatic cookie handling"
• Go to "First-party Cookies" and Select the "Accept" or "Prompt"
• Choose OK to exit

Enable Cookies in Mozilla Firefox:

Windows:

• Go to Tools
• Select Options
• Select Privacy in the first panel
• Select "Firefox will:" to Use custom settings for history
• Select "Accept cookies from sites"
• Choose OK

Macintosh:

• Go to the Firefox menu
• Select Preferences
• Select Privacy in the first panel
• Select "Firefox will:" to Use custom settings for history
• Select "Accept cookies from sites"
• Choose OK

If you still see an error message that cookies are disabled, restart your web browser to let the settings take effect.