CSA Exam stuck in "Pending" status for over 5 weeks

[DrenS]

Hi everyone,

I'm hoping someone from the ServiceNow Certification team or the community can help me — I've completely run out of options through the normal support channels.

What happened: I was scheduled to take my CSA exam on April 24, 2026 at 3:00 PM CEST via OnVUE. After completing the full check-in process — but before clicking "Start Exam" — I briefly stepped away from the webcam (about 10 seconds) due to an urgent personal hygiene issue. When I came back, I clicked "Start Exam" and was able to answer about 4–5 questions before the proctor terminated the session.

What I've done since:

1. Opened Case #41757917 with ServiceNow Certification — no resolution after weeks
2. Contacted Pearson VUE / OnVUE directly. Their official response confirmed that any decision on voucher reinstatement or rescheduling lies with ServiceNow as the exam sponsor and asked me to contact ServiceNow with the case reference
3. Opened a follow-up Case #CS0614599 explaining the situation again — also no response
4. Sent multiple follow-up comments on both cases — still no reply

 It is now June 2, 202 andmore than 5 weeks after the original exam date. My CSA exam status in the Now Learning portal still shows as "Pending", which means:

• I cannot reschedule
• I cannot register for a new attempt
• I am effectively locked out of taking the exam at all

I am not even asking for a free retake anymore. I am happy to pay for a new attempt myself. I just need someone to clear the "Pending" status so I can book a new exam date.

This is urgently impacting pending job opportunities that depend on me holding this certification.

 Could anyone from the ServiceNow Certification team please look into this, or point me to the right escalation contact? Any help would be incredibly appreciated.

Thank you very much.

Best regards, Dren

[Dr Atul G- LNG]

Hi @DrenS 

Only SN now learning team can help here 

[Tanushree Maiti]

Hi @DrenS 

Regularly follow up with both the vendors.

Only Nowlearning support /Pearson vue Support - the can help you in this case .

Hope your problem will be solved.

[GlideFather]

@Tanushree Maiti please be informed that Now Learning is the old name and rather use ServiceNow University instead, as the outdated name may confuse those who only know the current platform

[Tanushree Maiti]

Hi @GlideFather 

This is my Now Learning score within ServiceNow University. Can you share your one?