CSA Exam- incorrectly terminated on 27 June

[IshitaD]

Hello,

I am seeking help regarding my CSA Exam-I, which was incorrectly terminated on 27 June.

During the exam, I was not using my phone. My phone was kept outside the examination area and was not accessible to me. While I was reading a question that appeared to be stuck, I clicked on "Review." Immediately after that, I received a message from the proctor stating that I was using my phone, which was not true.

I immediately responded to the proctor through the chat, explaining that I was not using my phone. However, my exam was still terminated.

Since then, I have:

• Raised a case with Pearson VUE.

• Contacted Pearson VUE multiple times.

• Raised two support tickets with ServiceNow.

• Followed up several times over the past week.

Although I have been informed that the internal team is working on the issue, I have not received any resolution so far.

The exam is currently in a pending status, and because of this, I am unable to register for the CSA exam again.

At this point, I am not requesting any special consideration. I am willing to pay the exam fee again and appear for the exam if required. However, I kindly request that the current pending exam status be removed so that I can register for a new attempt and continue with my certification.

I would greatly appreciate any guidance or assistance in resolving this issue, as it has been over a week without any progress.

Thank you.

@glideFather 

@Dr Atul G- LNG 

@Dan ,

@StephinaJoseS 

@Stephanie 

[Tanushree Maiti]

Hi @IshitaD 

No one in this community can help you with this issue. Only the Case Support team and Pearson Support can assist.

Please wait for their response.

Meanwhile you can go through this KB - In which scenarios,  a cohort exam can be terminated / revoked.

KB0011062 ServiceNow Security Certification Invalidation Process 

[Dr Atul G- LNG]

Hi @IshitaD 

Sorry to hear about your situation.

Unfortunately, this isn't the first time we've heard of cases like this, where an exam has been terminated without a clear or valid reason. As community members, we're only able to share our experiences and help each other—we don't have access to the exam systems or the ability to investigate these cases.

What you've done so far is the right approach. Raising a support case with ServiceNow is the only way to get this resolved. I'm not sure how long it will take, so you'll need to be patient and continue following up with the support team until they provide an update.

I hope your case gets resolved soon.

[IshitaD]

I recieved a confirmation from Pearson that the case is closed and I can reapply but it still shows pending and it says Service now needs to approve and give the authorization again. 

[glideFather]

ahoy @IshitaD,

i was going to suggest creating a case from the SN University's Help Centre but you already did so and I believe it is the best and only thing that one can do.

Wait until resolution of that case and beside that there's not much to do, I am worried. Once you know the result, then you can take the next steps. Good luck and I hope it gets resolved quickly and to your satisfaction