Request for Exam Rescheduling or Refund Due to Technical Issues During AZ-900 Exam

Question

Dear Sir/Madam,

I hope this message finds you well. I am writing to formally report a technical issue I experienced while attempting to take the AZ-900 Microsoft Azure Fundamentals examination today via the Pearson onVUE platform.

During the exam launch process, the web application faced significant technical difficulties. The application was extremely slow, failed to load properly, and became unresponsive multiple times. Due to these issues, I was only able to access the exam approximately 15 minutes after the scheduled start time.

As a result of this delay, I did not have sufficient time to complete the examination. The loss of time was entirely due to the technical issues with the Pearson VUE application and was beyond my control.

I kindly request that you consider this matter and provide appropriate support by either rescheduling the exam at no additional cost or issuing a refund, so that I may retake the examination under proper conditions.

I would appreciate your understanding and assistance in resolving this issue at the earliest convenience. Please let me know if any additional information or evidence is required from my side.

Thank you for your time and consideration.

Yours sincerely, Prajwal Bharadwaj
Microsoft Certification Candidate
AZ-900 (Azure Fundamentals)

Answer 1

Contact Pearson Vue support https://home.pearsonvue.com/microsoft/contact for issues when taking an exam

Answer 2

For technical issues with a Microsoft Certification exam delivered via Pearson VUE/onVUE, rescheduling, refunds, or free retakes cannot be handled through forums and must go through official support channels.

Use these steps:

1. Contact Pearson VUE Customer Support
   • Report that the AZ-900 onVUE delivery was slow/unresponsive and prevented completion of the exam.
   • Pearson VUE can investigate the session, confirm the technical incident, and advise on rescheduling or voucher handling.
   • Contact details are on the Pearson VUE Microsoft page: Pearson VUE customer service for test-takers.
2. If Pearson VUE cancelled the appointment
   • When an exam appointment is cancelled by Pearson VUE (for example, due to technical or test-center issues), the policy states that a refund should be issued, or a voucher should be reinstated so it can be used again to schedule another exam.
   • If the refund or voucher is not automatically processed, follow up with Pearson VUE support.
3. If additional help from Microsoft is needed
   • For exam policy issues that Pearson VUE cannot resolve (for example, questions about retake eligibility or exam policies), contact Microsoft Training, Certification, and Program Support via the Certification support entry point: https://aka.ms/CertificationSupport.
4. Be aware of retake and reschedule rules
   • If the attempt is recorded as a completed but failed exam, the standard retake policy applies: wait 24 hours before the first retake, then 14 days between subsequent attempts, up to five attempts in a 12‑month period.
   • If the exam was cancelled or not completed because of the technical issue, Pearson VUE/Microsoft support can clarify whether it counts as an attempt and what options (free retake, reschedule, or refund) apply in this specific case.

Keep any evidence available (screenshots like those provided, error messages, and the Pearson VUE case number) when contacting support, as Microsoft’s retake-waiting-period waivers and related exceptions require a Pearson VUE case documenting connectivity or equipment issues.

---

References:

• Exam and Applied Skills assessment lab retake policies
• An Important Update on Microsoft Training and Certification
• Frequently asked questions (FAQs) about online proctored exams
• Register and schedule an exam
• Exam frequently asked questions
• Microsoft Ignite and Microsoft Ignite The Tour: Free Certification Exam Offer
• Certification test cancellation mid way without proper information or warning - Microsoft Q&A
• Exam schedule error - Microsoft Q&A
• Reg: Microsoft AZ-500 Certificate - Microsoft Q&A
• How to reschedule the exam - Microsoft Q&A
• Request refund - Microsoft Q&A