Frequently Asked Questions
How free practice works, what Pro unlocks, and what this tool is not.
Is the free tier really free?
Yes. You can practice free tickets with no signup and no account. Open Practice or the homepage shift and start. Local progress stays in this browser until you sign in as Pro and sync.
Is this a certification?
No. The scenarios are fictional. This is not an employment credential, and it is not affiliated with CompTIA or any other certification body. Practice does not guarantee a job or an exam pass.
What is Pro, and what does it include?
Pro is planned as a monthly subscription of $20/month when live checkout opens. It includes 500 practice questions, five question types, employer and interview packs, a learning path (diagnostic → review → mock → report), mistake review, and a PDF shift report. On this test station the Pricing page Pro button does not charge a card — it explains the closed gates. Log in only for mock fulfillment testing. Free tickets stay free. Pricing.
Do I need to log in?
Free practice does not require login. When live checkout is open, Pro requires email magic link, Google, or Microsoft after you subscribe. On this test station, Log in is for mock fulfillment only — it is not a purchase of Pro. Log in.
Can I get a refund?
Refund rules apply after a real first payment. Pro is planned at $20/month when checkout opens. While this test station keeps card checkout off, there is nothing to refund. The free tier is not a purchase. Refund policy.
What happens when I cancel?
A cancel request stops the next renewal. You keep Pro until the end of the period you already paid for. After that period ends, the account returns to Free. Manage cancel from Account when signed in. Account.
What do you store about me?
Free practice can stay local in your browser. If you create an account or subscribe, we store your email, session, subscription status, and optional spare license keys. Answers can sync for Pro progress. We do not sell your data. Waffo handles payment data as merchant of record. Privacy policy.
How does scoring work?
Ticket multiple-choice items use a best response and skill tags (security, empathy, escalation, troubleshooting). Other types score by checklist coverage, STAR completeness, follow-up chain completion, or correct step order. End-of-shift and learning reports summarize where to improve.
What are the five question types?
Ticket multiple choice, interview Q&A (key-point checklist), STAR behavioral, follow-up chains, and troubleshoot step ordering. Free focuses on ticket MCQ; Pro unlocks the full mix across the 500-question bank.
Are the scenarios based on real tickets?
The tickets are fictional, but the decision patterns are real: identity verification before password resets, major-incident aggregation, workaround-first handling of business-critical failures, least-privilege access, and USB bait handling all follow widely used ITIL-aligned service desk practice.
Is this an entertainment game?
No. This site is a training tool for IT support practice — judgment on tickets and interview-style prompts, not a score-chasing game. It is not a certification either.
Can I use it to prepare for a help desk interview?
Yes. Scenario and behavioral prompts show up often in entry-level IT interviews. Use Practice, employer packs, and the learning path to rehearse. Practice is not a job offer.
What skill level is it aimed at?
Items are tiered from 1 (entry-level fundamentals) to 3 (judgment calls that trip up even experienced techs). Beginners can learn from the feedback. Working technicians can use it as a calibration check.
Does it cover both help desk and service desk work?
Yes. Incident handling (the classic help desk core) plus service-desk territory: access requests, license management, policy exceptions, and security incidents. If you are unsure of the difference, see the service desk vs help desk guide.
Why did my progress disappear?
Unsigned progress lives in your browser's localStorage. Clearing site data, using private mode, or switching devices starts you fresh locally. Sign in as Pro to keep cloud progress when sync is enabled.
I found an answer I disagree with. Are the correct answers really correct?
Each correct answer follows mainstream ITIL-aligned practice, and the feedback explains the reasoning so you can judge it yourself. Real environments differ. Where your company's policy differs, follow your policy. If a scenario is wrong, email us the ticket and your reasoning.
Still curious?
The fastest answer is to start free or run a homepage shift. Policies: refunds, privacy, and contact. For a longer read, start with what a help desk simulator is, check how accurate simulators really are, or use the free training guide.