ServiceNow blocking Data Foundation Exam retake for almost 1 month by keeping it in Pending

[Lavinia]

I'm hoping someone from the ServiceNow, Certification team, or anyone who's had a similar experience, can offer some advice.

Almost 4 weeks ago, my Data Foundations exam was prematurely terminated by the proctor due to what I believe was an unfair decision. Before the exam began, I briefly stepped away from the camera for less than a second to place my phone away from the desk, as required. I then completed the pre-exam survey, started the exam, answered several questions, and then was informed by the proctor that I had "moved away" and my session was terminated. I immediately opened support case CS0625911 and have been waiting for a resolution ever since.

Almost 1 month later, no response to the case, and I'm still unable to retake the exam. Its stuck in Pending.

What I'm struggling to understand is that, under normal circumstances, a first retake can be scheduled just a few days after an unsuccessful attempt. Yet because my support case remains unresolved, I've been prevented from taking the exam again.

Whether the final outcome is reinstating my original attempt or simply requiring another purchase, I feel that decision could have been made much sooner. Instead, I'm left in limbo, unable to move forward.

Data Foundation wasn't even a certification I had  part of my learning path. It became a requirement so to maintain certifications I had already earned, and invested a significant amount of time preparing for it. Now, as the weeks pass, I'm finding myself having to revisit and relearn the detailed, exam-specific knowledge that fades over time.

Has anyone else experienced a certification support case taking this long, or is there an escalation path for cases that have effectively blocked someone from continuing their certification journey?

At this point, I'm simply looking for a fair resolution so I can move forward.

I'm very disappointed with the overall experience. I was required to take a certification that wasn't part of my original learning plan, then had to deal with the transition to Pearson VUE, which has a significant number of community discussions around exam issues, and now being blocked from retaking it for almost a month because SN support case remains unresolved.

Thank you.

[Dr Atul G- LNG]

Hi @Lavinia 

A case is the only option. Community members won’t be able to help much with this. Please review this as well.

https://learning.servicenow.com/lxp/en/credentials/servicenow-security-invalidation-process?id=kb_ar...

[Lavinia]

Not sure why you shared the resource, since this is not a certification invalidation, but another thing entirely. 

And opening a Case with ServiceNow did not lead to any resolution.

[Dr Atul G- LNG]

There is no other way to get the solution, mate. Raising a case is the only and best option.

[Ehab Pilloor]

Hi @Lavinia,

Community can't help much on this. Resolving the issue through case is the only option. One of my colleagues missed their exam as the exam center was not open during the scheduled hour. They got retake resolved via Now Learning case. Keep following up, try raising another case as well.

Please Accept this response as Solution if it assisted you with your question & Mark this response as Helpful.

Kind Regards,

Ehab Pilloor