Account Suspension and Voucher Misuse Allegation – Need Clarification

[thalesantos]

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?

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📌 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).

  

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

  

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

  

• 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.

     

  • 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.

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❓ 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.

[thalesantos]

Thank you for your reply. However, it still doesn’t make sense in my case.

As I mentioned in the screenshots, this was the first time I completed the learning path, and the first time I obtained the “Welcome to ServiceNow” certification was much later (October 2023).

If that was my first achievement in the program, how could I have been eligible for vouchers before that date? That would imply I was receiving vouchers even before starting the path for the very first time, which seems inconsistent.

This is why I believe there is a data issue in my account, since the vouchers showing as expired clearly do not align with the actual timeline of my certifications.

For this reason, the suspension applied to my account is unfounded.

[SWAPNAKUMAB]

Ok if October 2023 was the first valid voucher you received then the previous ones definitely are cause of data issue and have no association with your profile. Makes sense. Continue your investigation and resolution with the Now Support Case that is already created. They have been very helpful and have much insight on the background as to these details.

[rajumunta]

That clears very much. Yep, if your first voucher is obtained in October 2023 then there is no reason for other older vouchers to show up on your account. You have a good chance to get the suspension resolved both on your voucher and Webassesor access. Continue with Now Help Support & Webassesor support as I mentioned earlier.

[thalesantos]

Thank you for your guidance. I would like to clarify one important detail regarding the vouchers.

• The valid vouchers in my account are the ones marked in green, which expire on Dec 11, 2025 and Jul 29, 2026.

• My first micro-certification was earned on Oct 05, 2023. That is the true starting point of my journey with ServiceNow certifications.

The vouchers that the support team used to justify the suspension are the ones expiring on Apr 18, 2023 and Jul 06, 2024. But this makes no sense:

• If a voucher expired in 2023, it must have been generated in 2022.

• If a voucher expired in 2024, it must have been generated in 2023.
  Both of these dates are well before I earned my very first certification in October 2023.

This is why I strongly believe there is a data issue in my account, and the suspension was based on information that does not align with my actual certification history.

My biggest frustration right now is that my cases are being closed as “duplicate” without any proper reanalysis. I really need a fresh review of the evidence, since the timeline clearly shows that I could not have misused these vouchers.

If anyone has any other channel or suggestion on how to proceed, I would be glad to follow it. I currently have another case open, but I am concerned it may also be closed again without proper review.

[rajumunta]

This information should go on the case. I believe you mentioned you have one of the Main Case open....Use that case to follow up further on this. I think you could also email certifications@servicenow.com (double check the email not sure if it was certification/certifications). Not sure of the response time either. Also, Is it not asking you to accept solution before the case gets closed or is directly being closed.