please help me resolve this issue and reschedule my exam as soon as possible

Question

I had my AZ-900 exam scheduled at 12:15 PM today. I checked in on time but face a technical error during verification ONVUE because of this, I could not start my exam. Please help me reschedule my exam without losing my exam fee.

Answer 1

You will be able to reschedule the exam yourself, contact support https://aka.ms/CertificationSupport

Answer 2

Exam rescheduling and fee waivers cannot be performed directly and must go through official support.

Based on the policies:

1. Exams must be rescheduled or cancelled at least 24 hours before the scheduled time; otherwise, the exam fee (or voucher) is normally forfeited if the candidate simply no‑shows or cancels late.
2. When an exam is impacted by technical issues on the delivery side (for example, ONVUE/online proctoring problems), resolution and any fee/voucher reinstatement are handled by the exam delivery provider (Pearson VUE) and Microsoft certification support.

To pursue a reschedule without losing the fee:

1. Collect evidence of the issue
   • Note the exam: AZ‑900, date, and time (12:15 PM).
   • Capture any error messages or emails from ONVUE/Pearson VUE related to the failed verification or technical error.
2. Contact Pearson VUE support
   • Explain that the AZ‑900 online proctored exam could not be started due to a technical error during ONVUE verification.
   • Request that the appointment be marked as a technical issue and ask for the exam to be rescheduled or the voucher/fee reinstated.
   • Pearson VUE is the party that can confirm whether the exam was delivered/started and can adjust the appointment accordingly. If Pearson VUE cancelled or could not deliver the exam, vouchers are typically reinstated or a new appointment is allowed.
3. Open a Microsoft Credentials/Certification support ticket
   • Go to the Microsoft Credentials Support portal using the link in the context: https://aka.ms/credentialssupport or https://aka.ms/CertificationSupport (as applicable in your region and scenario).
   • Sign in with the same Microsoft account used to schedule AZ‑900.
   • Choose the Learning / Microsoft Credentials option and open a support request describing:
     • The exam (AZ‑900), date, and time.
     • That the exam could not be started due to ONVUE verification technical error.
     • Any case number or transcript from Pearson VUE support.
   • The credentials team can investigate your exam record and, where appropriate, help ensure you can retake/reschedule without losing the fee or voucher.
4. Future scheduling and policy awareness
   • When the issue is resolved and the voucher/fee is restored, reschedule the exam via the Learn profile or certification dashboard as described in the registration instructions.
   • For any future changes, always reschedule or cancel at least 24 hours before the appointment to avoid forfeiting the fee or voucher, unless the problem is clearly a technical failure on the provider’s side.

If the exam was terminated due to a policy violation (for example, using prohibited equipment like headphones), the proctor is allowed to end the exam and the fee is normally forfeited; in that case, only Certification Support can review and advise further.

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References:

• Reschedule and cancellation policies
• Frequently asked questions (FAQs) about online proctored exams
• Register and schedule an exam
• An Important Update on Microsoft Training and Certification
• Have not received my certificate after successful completion of my exam - Microsoft Q&A
• Can't see my completed exam certificate - Microsoft Q&A
• How to reschedule the exam - Microsoft Q&A
• Exam schedule error - Microsoft Q&A
• Certification test cancellation mid way without proper information or warning - Microsoft Q&A
• Microsoft Ignite and Microsoft Ignite The Tour: Free Certification Exam Offer
• Microsoft Ignite Cloud Skills Challenge – November 2021: Free Certification Exam