Please do not use the INE Community Forums for support issues such as labs being down, account issues, exam troubles, etc. That’s why we have support@ine.com. 
The Customer Success Team addresses support tickets from the official queue generated via email. If you post your issue here or DM staff members, it may go unnoticed or ignored. Creating official tickets is the best way for us to track problems as well as the volume of related issues. Please help us be more efficient.
Your understanding and patience are greatly appreciated,
The Customer Success Team