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

[Srikanth_9]

Hi @DrenS.

Please raise a case in the Help Center, so that ServiceNow Support Team will help you.

If the provided solution is useful/working, please Accept as Solution and hit the Helpful. 

Thanks & Regards,

Srikanth Akula.

[SohamTipnis · Accepted solution]

HI @DrenS,

First of all, I'm sorry you're dealing with this situation. Five weeks is a long time to be waiting, especially when the certification is tied to active job opportunities.

Based on what you've described, the issue no longer seems to be about whether the exam session was terminated correctly or incorrectly. The more immediate problem is that your exam attempt appears to be stuck in a "Pending" state, which is preventing you from scheduling any future attempts.

Since Pearson VUE has already confirmed that any voucher reinstatement or exam disposition decision rests with ServiceNow, and you've already opened multiple certification support cases without receiving a response, I would recommend escalating through every available ServiceNow channel:

• Continue updating the existing cases rather than opening new ones, so the history remains consolidated.
• Reach out through the ServiceNow Community and tag Certification Program moderators if possible.
• Contact your local ServiceNow representative or partner contact (if applicable).
• Include the Pearson VUE response in your case updates, as it clearly indicates that further action must come from ServiceNow.

At this point, I would specifically request one of the following:

1. Release the exam record from the "Pending" status so you can purchase and schedule a new attempt.
2. Provide a final disposition on the interrupted exam.
3. Advise on the exact process and timeline for becoming eligible to retake the CSA exam.

Unfortunately, community members won't have access to certification records, so only the Certification Operations team can resolve the account status. However, your request seems very reasonable—you are not disputing the exam termination itself; you're simply asking for the ability to move forward and schedule another attempt.

I hope someone from the certification team sees this and helps expedite a resolution. Please keep the thread updated, as others may encounter a similar issue in the future.

Let's hope your issue is resolved ASAP!!!

If you find my answer useful, please mark it as helpful and correct. ‌‌‌‌‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[DrenS]

Thank you so much, Soham — I really appreciate you taking the time to lay this out so clearly. I followed your advice and consolidated everything into Case CS0614599 with the three specific requests you suggested.

Unfortunately, I have to share an update: I also tried calling ServiceNow directly today to escalate, but I was unable to reach anyone from the Certification or Now Learning team through that route either. At this point I've exhausted every channel I'm aware of — two cases, multiple follow-ups, the Pearson VUE confirmation in writing, and now a phone attempt.

If anyone in this community has a direct contact for a Certification Operations escalation, or knows a moderator who could flag this internally, I would be incredibly grateful. I'm genuinely just trying to get the "Pending" status cleared so I can pay for and book a new attempt.

Thanks again, Soham

[SohamTipnis]

Hello @DrenS,

You're welcome for such kind words😊. I am mentioning some persons here that can help you connect with someone from the ServiceNow team or thread. It shall pass to Pearson, but to be honest i don't know anyone from Pearson VUE. But I am still mentioning them here.

May they help you with your ongoing concern!!!

Once again, thank you so much for your kind words!!!

@GlideFather,

@Dr Atul G- LNG ,

@Dan ,

@StephinaJoseS,

@Stephanie 

[Dr Atul G- LNG]

Hi @DrenS 

The only available option now is ServiceNow Learning Case or Personal Support. There is no other support channel available for this.

I understand it can be difficult, but this is the process defined by the system, and we need to follow it.