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Troubleshooting GMAT and EA Prep Products

  • Updated

Overview

This article provides troubleshooting steps for common technical issues encountered while using GMAT and EA prep products.

Topics include:

  • Platform access issues
  • Website performance issues
  • Missing progress or results
  • Errors while using practice materials
  • Reporting potential issues with questions or answer explanations

If you need help purchasing or accessing your prep products, see:

The Prep Platform Is Not Loading Correctly

If the Prep platform is loading slowly, displaying errors, or failing to load:

  1. Refresh the page and try again.
  2. Sign out and sign back in.
  3. Clear your browser cache and cookies.
  4. Try a different supported browser.
  5. Verify that your internet connection is stable.
  6. Temporarily disable browser extensions that may interfere with website functionality.

I Am Receiving an Error Message

If you encounter an error while using a prep product:

  1. Take a screenshot of the error message.
  2. Refresh the page.
  3. Sign out and sign back in.
  4. Try accessing the product again.

My Progress, Results, or Activity Does Not Appear Correctly

If completed questions, practice exam results, or other activity does not appear as expected:

  1. Refresh the page.
  2. Sign out and sign back in.
  3. Confirm that you are signed in to the correct mba.com account.
  4. Allow a short period of time for data to synchronize.

I Believe There Is an Issue With a Question or Answer Explanation

If you believe a question, answer choice, explanation, or solution contains an error:

  1. Record the question details.
  2. Take screenshots of the question and explanation, if possible.
  3. Contact Customer Care and include:
    • The product being used
    • The question number or identifier, if available
    • A description of the suspected issue
    • Supporting screenshots

Reported content issues are reviewed by the appropriate team.

We are unable to provide additional answer explanations beyond what is included in the official preparation materials.

Need help?

Please contact GMAC Customer Care →

For the quickest resolution, include:

  • Screenshots

  • Browser and Operating System Information

  • And as many details as possible