No-Show Status After System Outage – Anyone Experienced This? March 25,2026 (Online Exam)

Question

Hi everyone,

I would like to ask if anyone has experienced the same issue as me.

The system was down on March 25, 2026, and I was not able to take my AI-900 Microsoft Azure AI Fundamentals exam. I called support four times that day, and each time the agents told me the system was down and that I had to wait for updates.

However, today (March 26, 2026), I called again and the agent told me I was marked as a “no-show.” It seems like she was not aware of the outage from yesterday.

I explained the situation, but they only gave me a case number and said they will investigate. They still insist that I missed the exam, which is not true.

Has anyone experienced this before? What did you do to resolve it?

Thank you in advance

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Answer 1

This situation requires direct intervention from official support; community users cannot correct an incorrect “no-show” flag.

Based on the available guidance, the following actions are supported:

1. Work only through official support channels
   • For exam delivery issues (such as outages, scheduling, or attendance status), Pearson VUE is the primary contact. Use the Pearson VUE Microsoft support contact listed under the certification support resources: Customer service :: Microsoft :: Pearson VUE.
   • For Microsoft Certification program issues (exam records, transcript, policy questions), use Microsoft Training, Certification, and Program Support via the certification support entry point: Training, Certification, and Program Support (microsoft.com).
2. Make sure the case is logged correctly
   • Confirm that there is an active Pearson VUE case tied to the affected exam appointment and date. This is important because Microsoft’s retake/waiver processes explicitly rely on a Pearson VUE case when there are exam-delivery problems (for example, connectivity or equipment issues).
   • When speaking with support, always reference the existing case number so all interactions are attached to the same incident.
3. Ask Microsoft Certification Support to review the incident
   • Use the Training, Certification, and Program Support channel to request a review of the exam appointment status, explaining that:
     • The exam was scheduled as an online proctored exam on March 25, 2026.
     • Multiple calls to support on that day confirmed a system outage and instructed waiting for updates.
     • The appointment is now incorrectly marked as “no-show.”
   • Provide:
     • Pearson VUE case number(s).
     • Date/time of the exam and region.
     • Any email confirmations or cancellation notices (or lack thereof).
4. If rescheduling is needed
   • Normal policy: if an exam is cancelled or rescheduled with less than 24 hours’ notice, the fee is forfeited. However, when Pearson VUE or Microsoft cancels or when there is a verified delivery issue, the guidance indicates that:
     • If Pearson VUE cancels, the fee is refunded or the voucher reinstated automatically.
   • Ask support explicitly to:
     • Correct the attendance status if possible, and/or
     • Reissue the voucher or allow a free reschedule because the outage was on the provider side.
5. Keep all communication in writing where possible
   • Use the online support forms and keep copies of emails and chat transcripts. These provide a clear record if the case needs escalation.

If the outage is confirmed on the provider side, resolution typically involves either correcting the record or issuing a new authorization/voucher so the exam can be taken again without additional cost.

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References:

• An Important Update on Microsoft Training and Certification
• Exam and Applied Skills assessment lab retake policies
• Missing certification while exam passed - Microsoft Q&A
• How to reschedule the exam - Microsoft Q&A
• Exam schedule error - Microsoft Q&A