CSA Exam got cancelled Due to identity verification

[NIBEDITA_Mohant]

My ServiceNow Certified System Administrator (CSA) exam, which was scheduled on 27th March 2026 at 8:45 AM via Pearson VUE (OnVUE).

I logged in 30 minutes prior to the exam and successfully completed the system checks. However, during the ID verification process, I encountered a technical issue while uploading my identification documents. I attempted to upload my PAN Card and Voter ID (State ID), as mentioned in the email guidelines I received prior to the exam. Unfortunately, the system repeatedly showed a “not verified” error message during the verification process.

Due to this issue, I was unable to proceed with the exam. I contacted support, and I was informed that no slots are available before 30th March 2026. My exam voucher is also set to expire on 30th March 2026.

Since this issue was purely technical and beyond my control, I kindly request you to please suggest some solution which i follow to reschedule my exam or is there any option to extend my exam voucher last date.

[Dr Atul G- LNG]

Hi @NIBEDITA_Mohant 

Only option: Log a now learning case with team.

https://learning.servicenow.com/lxp/en/pages/now-learning-help-center?id=nl_kb_home

[Tanushree Maiti]

Hi @NIBEDITA_Mohant 

No one in this community can assist you with this.

The best course of action is to raise a case with the Now Learning team at ServiceNow University to understand the reason for the cancellation.

With their assistance, you would be able to proceed further and should be able to reschedule it.

Good Luck!