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Account Suspension and Voucher Misuse Allegation – Need Clarification

thalesantos
Tera Contributor

4 weeks ago

Hello Community,

I am seeking clarification and support regarding a suspension I recently received in the ServiceNow Certification Program.

The allegation was that I misused or shared voucher codes. However, the facts and timeline of my certifications show that this would have been impossible. My main question is:

 How could I have obtained or shared a voucher if, at the time, I was only starting my ServiceNow career and was not even eligible for vouchers yet?

📌 Timeline of events

  • April 18, 2023 & July 06, 2024 → Vouchers in my account show these expiration dates. (They were already expired when I first saw them).

    thalesantos_0-1756393406203.png

     

  • October 05, 2023 → Achieved Welcome to ServiceNow micro-certification.

    thalesantos_1-1756393463462.png

     

  • December 23, 2024 → Achieved Certified System Administrator (CSA) certification.

     
     
     
    evidence.png

  • 2025 → After completing the ITSM path, I noticed inconsistencies and opened multiple cases:

    • CS0545168 → Main case (still unresolved).

    • CS0546917 → Closed as duplicate without analysis.

    • CS0546937 → Still pending with no response.

📌 Current status

  • My certifications were recently restored (thank you), but with clear errors:

    • The system shows that I completed CSA and the Delta exam on the same day, which is not possible.

       
      evidence2.png 

    • I never received any official communication indicating who restored them or under which case.

  • In addition, my Webassessor account is still blocked, and the voucher remains unavailable.

❓ My questions to the community

  1. How could I have misused a voucher that was already expired before I earned any certifications?

  2. Why do these expired vouchers appear in my account if I never requested or had access to them?

  3. How is it possible that my record shows CSA and Delta on the same day?

  4. What steps can I take to ensure my Webassessor access and voucher eligibility are restored, and that my record is corrected without errors?

I am sharing this here in the hope that others may have experienced something similar or that the right team can help me resolve this completely.

  • 1,696 Views
19 REPLIES 19

LucianoF2550783
Tera Contributor

3 weeks ago

This is definitely an internal error. Hopefully, they will fix it quickly! Good luck.

lucianosisl
Giga Contributor

3 weeks ago

I hope this situation is resolved as soon as possible

0 Helpfuls

lucianosisl
Giga Contributor

3 weeks ago

I hope this situation is resolved as soon as possible!

0 Helpfuls

rajumunta
Kilo Sage

3 weeks ago

@thalesantos putting down my thoughts to the best of my knowledge.

  1. How could I have misused a voucher that was already expired before I earned any certifications? Could be a data issue as other user mentioned. But having multiple vouchers for same training that have expired must have triggered the issue itself.

  2. Why do these expired vouchers appear in my account if I never requested or had access to them? Expired or Claimed Vouchers will continue to show on your account. Always a voucher is issued when you complete a training and is valid for one year irrespective of whether you have claimed them or not. Once it is expired if you take the training again on the same version or new version of the course a new Voucher code is assigned. Normally I don't claim them until I am ready to register for the exam.

  3. How is it possible that my record shows CSA and Delta on the same day? Always when you take the Deltas the certification date will show the latest date on it. But on the verification portal, it will still show the original date. However, you can still use a copy of the original certificate showing the original date taken.
    https://partnerportal.service-now.com/partnerhome?id=verify_certificate 

  4. What steps can I take to ensure my Webassessor access and voucher eligibility are restored, and that my record is corrected without errors? Continue with the Case that you already created for voucher eligibility to be restored. I am assuming they should also help with whitelisting the Webassessor account as well. But if not you can work with Webassesor support. My suggestion is not to create multiple cases. this will only complicate the issue.

    If my response proves useful, please indicate by selecting ‘Accept as Solution’ and ‘Helpful’. This action benefits both the community and me.