Here’s the new version of the “Score Cancelled Due to Unauthorized Software” email from ETS:
Dear [Name]
Your TOEFL iBT® Home Edition scores from your test on March 19, 2025 could not be reported because you had an unauthorized software operating during the test administration.
Please be advised that as indicated on the TOEFL iBT® Home Edition website, the use of any screen-sharing or remote access software (such as Zoom®, Skype®, TeamViewer®, Microsoft Teams®, Apple Remote Desktop, AnyDesk®, Grammarly® and Spell Check) are prohibited and that repeated violations may result in score cancellation and/or your exclusion from future testing.
If you have further questions concerning this matter, contact us by replying directly to this email or calling 1-609-406-5430 (option 6).
It seems a bit more polite than the old version.
Sadly, there isn’t really an appeals process for this. You are unlikely to get your score or a refund. You’ll have to pay to take the test again. Obviously you should call the number and plead your case… but just keep your expectations realistic and always remember your deadlines.
Generally, when this occurs you can take the TOEFL again if you pay the full fee.