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.

[Lavinia]

Thank you all for taking the time to reply, I appreciate it.

I completely understand that opening a support case is the correct process, and that's exactly what I did. Unfortunately, the case has remained unresolved, with no update, which is why I reached out to the community. I've also tried opening another case, which was closed as a duplicate, while the inital one remained unanswered.

I was hoping someone might have encountered a similar situation or know of an escalation path when the normal process appears to not work.

@Jim Poisson , if you happen to see this, I'd really appreciate any advice or guidance on whether there's an appropriate escalation path for a certification support case that's been open for almost a month. I completely understand if this isn't your area, but I thought it was worth asking.

Thanks all!

[Ehab Pilloor]

@Lavinia,

The general support email for Now Learning (ServiceNow) is nowlearning@servicenow.com. For specific inquiries regarding instructor-led training and certification, you can email training@servicenow.com.

You can try emailing them too, see if your case gets any traction or not.

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

Kind Regards,

Ehab Pilloor

[Tanushree Maiti]

Hi @Lavinia 

Constantly follow up up with the Case support.

No one in this community can help you with this issue. Only the Now learning 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