Unable to Take OnVUE Exam on 20 March Due to ID Verification Issue – Request for Voucher Reinstatement

Question

I am writing regarding my OnVUE exam scheduled for 20 March. During the check-in process, my identification was marked as invalid, which prevented me from proceeding with the exam. I had prepared and followed the required steps, but was unfortunately not allowed to continue. I would like to kindly request a review of my case and ask if it would be possible to reinstate my exam voucher or allow me to reschedule the exam at no additional cost. Please let me know if any further information is required from my side.

Answer 1

Based on the described situation (unable to take an OnVUE exam because ID was rejected during check-in and a voucher was used), the next steps depend on who can review and potentially reinstate the voucher or appointment:

1. If the exam appointment shows as cancelled or missed in the Learn profile:
   • Sign in to the Learn profile and go to Profile → Credentials → Certifications.
   • Locate the exam appointment and confirm its final status.
   • If the appointment is still active or shows options to Reschedule or Cancel, use those options to adjust the date at no additional cost, following the normal reschedule policy.
2. If the voucher appears to be forfeited or cannot be reused:
   • Because the issue occurred during the OnVUE check-in process (ID validation and proctoring are handled by Pearson VUE), contact Pearson VUE support to request a review of the incident and ask whether the voucher can be reinstated or a new appointment can be scheduled. The official guidance states that when Pearson VUE cancels an appointment, vouchers are typically reinstated automatically; if that does not happen, Pearson VUE support is the escalation path.
3. If Pearson VUE confirms they cannot assist or the issue persists after contacting them:
   • Open a case with Microsoft Credentials support and provide:
     • Exam name and code
     • Date and time of the scheduled exam
     • Confirmation that it was an online (OnVUE) exam
     • That the exam could not be launched due to ID verification during check-in
     • That a voucher was used and now appears forfeited
   • Microsoft Credentials support can review exam and voucher status and advise whether the voucher can be reinstated or a courtesy reschedule can be granted.
4. For future attempts (once the voucher or exam is reinstated):
   • Before the next exam date, review the About online exams with Pearson VUE guidance, especially the sections on ID requirements and the check-in process, to ensure the identification document fully meets the requirements and is presented clearly during check-in.

Because voucher reinstatement in edge cases (like ID rejection at check-in) is handled case-by-case, only Pearson VUE and Microsoft Credentials support can make a final decision. The request should clearly state that the candidate was ready to test, but the exam could not be started due to ID validation, and ask specifically for voucher reinstatement or a free reschedule.

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References:

• About online exams with Pearson VUE
• An Important Update on Microsoft Training and Certification
• Reschedule and cancellation policies
• Frequently asked questions (FAQs) about online proctored exams
• Register and schedule an exam