What to do for expired certification maintenance (Paid for the Rome and San Diego but saying expired for San Diego)

[JC Icaro1]

Hi everyone,

I have raised a ticket with NowLearning in early June due to an issue preventing me to take the San Diego delta exams. (CS0199957 - https://nowlearning.servicenow.com/lxp?id=ticket&table=sn_customerservice_case&sys_id=aea0c882db44ddd4ad1cf9c8f4961943&view=sp)

For some reason, my certification maintenance badge is saying it expired in Feb 2022 although I have paid for the maintenance for the Rome and San Diego release at the end of last year. I'm not sure what to do and I am very worried that the issue will not be resolved and I might lose all the certifications which I worked extremely hard for. I haven't been getting any response from support for weeks now and I don't know what to do... At this point, I'm thinking of just paying the $200 USD maintenance fee again if that's a solution.

Would anyone be able to help me or at least point me in the right direction? Thank you for your help.

Kind regards,

JC

[Allen Andreas]

Hello,

You can login to Webassessor or Now Learning and look at your certifications. If they are saying "Expired" then that means the delta exam window has passed that was relevant to this scenario and you did not pass those exams before the deadline. Your certifications are now expired.

You'd have to re-take the certification exam for each of those certifications to get them back and be current.

For any maintenance badge...that is a Now Learning issue and you'd need to submit a support case to them via the Help header menu option in the portal. We can't help you on the forums.

Your payment could have bounced or who knows what may have happened, but in order to take the San Diego delta exams (which you only have until August 3rd), you'd need to work with Now Learning to rectify the badge situation as the badge is a pre-req to be able to take the deltas.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[JC Icaro1]

Thanks Allen. My certifications haven't expired yet (they're currently only showing as At Risk). I'm also sure that the payment has gone through because I was able to successfully do all the delta exams for the Rome release (the payment is supposed to be valid for two releases/1 year).

I have raised the issue with Now Learning in early June (CS0199957) but I'm not sure if anyone is looking at it because the last response from them was 15 days ago advising that it's assigned to their support team. I'm starting to become desperate and I'm not sure what else to do...

(I have attached the last response from NowLearning Support)

[tauseef33]

Hi @JC Icaro ,

I am also facing the same issue seems like no one is looking at our cases. Did you get any response from ServiceNow?

[JC Icaro1 · Accepted solution]

I contacted our account manager to assist, I also asked an old friend who currently works at ServiceNow and he helped me escalate the issue. It finally got it resolved last week and I was able to do my Deltas.

If you've recently moved your webassessor account and your current account is not the one you used when you paid the maintenance fee, make sure you tell Support your previous account email address so that Support can merge your accounts.