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).
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.
❓ My questions to the community
How could I have misused a voucher that was already expired before I earned any certifications?
Why do these expired vouchers appear in my account if I never requested or had access to them?
How is it possible that my record shows CSA and Delta on the same day?
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.
Thank you for the suggestion. I had already tried that path, but unfortunately it is no longer possible. Some of the support email addresses (like certifications@servicenow.com) are no longer active, and one of my cases was closed directly without giving me the chance to reply.
The reason I ended up opening another case under a different account was because, after the account merge, I lost access to the original account where the main case was opened. At that time, I continued to follow up only by e-mail.
Recently, I recreated access to the account where the main case (CS0545168) had originally been opened, only so that I could monitor it. In fact, the team even asked me to provide an update on the case (screenshot attached), but I had already provided my full update and contestation earlier (also shown in the screenshot). Unfortunately, that response was ignored, and instead of addressing the points I raised, the case was flagged for update again.
This situation leaves me in a loop where my input is not being considered, and cases are closed without proper review. That is why I am looking for advice or escalation channels to ensure the matter is really analyzed.
