I do not see my scheduled exams and I am unable to reschedule it

Hello, Grzegorz.

We would like to inform you that we moved your thread from Microsoft Certification Profile to Exams / Exam Registration and Scheduling / Scheduling with Pearson Vue an Exams specialist moderator will respond to you within the next business day. Please stay connected while they reach out on this forum. 

Kind regards.

Hi Kuszew,

Thank you for contacting the Microsoft Community.

I understand how urgent it is to address your missing exam schedule issue as you need to reschedule one of them. Since you are unable to locate them using the method you were using before, allow me to provide you with more information on how to resolve this.

Please be advised that the most probable reason why you’re unable to see your scheduled exams is the update in the Credentials (Certifications) tab, or due to a duplicate profile. Duplicate profiles usually occur when a certification candidate has more than one Microsoft Certification ID (MC ID) in the system, due to factors like multiple registrations or changes in personal information.

To locate and verify your account, and to ensure as well there’s no occurrence of browser issue, kindly provide (see below) a step-by-step screenshot of the process using Problem Steps Recorder (PSR) (click this link for MAC device), starting from the sign-in page up until the last step, along with the requested information through the private message I have initiated. This will allow me to further investigate your case and provide more options.

1. Open Problem Steps Recorder (PSR) for Windows | Click this link if MAC device

2. Make sure you have the latest browser (Edge/Chrome/IE or Mozilla Firefox) and try using your browser in InPrivate/Incognito. 

3. Clear browser cache and cookies and allow all cookies/third party cookies on your browser settings. 

4. Sign into Learn using the same personal Microsoft account (MSA) you used to schedule your exam.

5. Proceed with the steps on Reschedule and cancellation. (Please see image below).

6. If the schedule is still not reflected, kindly retry from step 4, but sign in using another email or Microsoft Account you may have used in booking the exam, to ensure that it was not recorded in a duplicate profile.

You may notice that there’s a terminology changed in your profile, as the Certifications section or tab has been recently updated into Credentials. All your scheduled exams and history are now under this section, including the score reports. This could be the reason why the link you are using is now routing you to a different destination.

Meanwhile, if urgent assistance is needed with rescheduling your exams, I highly recommend reaching out to Pearson Vue as they have direct access to your exam appointments. If ever you scheduled the exam with company discount applied to it, the best team to seek assistance with is our ESI Support Team, as they handle company discounts and coordinate with Pearson VUE about your scheduled exam. (They typically respond within 3-5 business days)

Note: In line with Reschedule and cancellation, please know that it must be processed at least 24 hours prior to the appointment, or the fee will be forfeited.

Please let me know if further assistance is needed or if you still have questions.

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,

Hi Kuszew,

I appreciate you answering my call and confirming your preferred resolution to your case.

Since you want to prioritize addressing your duplicate account first, you will cancel your scheduled exam with Pearson VUE so that we can proceed with the next steps for merging. You may do this by reaching out to Pearson Vue as they have direct access to your exam appointments, whereas you are unable to locate on your dashboard due to the duplicate account. Please note that they typically respond within 3-5 business days through email, so I highly suggest you reach out to them through phone for real-time assistance.

I would also like to reiterate that cancellations must be processed at least 24 hours prior to the appointment, or the fee will be forfeited.

Kindly let me know once your scheduled exams are cancelled so we can continue with resolving your issue.

Meanwhile, if you have other questions or clarifications in the meantime, please feel free to ask.

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,

Hi Kuszew,

I tried to reach you earlier, but you were unavailable.

I just want to follow up with you if you were able to cancel your exam with Pearson VUE so that we can proceed with the resolution regarding your duplicate account.

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,

Hello,

I contacted Pearson VUE to cancel the scheduled exams but they still did not reply, they also have 2 days for a response so I predict that response will finally arrive today. Please do not close this case yet. I will reply to this thread as soon as I get the response from Pearson VUE.

Regards,

Kuszew

Hi Kuszew,

I hope you've been well. I appreciate you providing me with this additional information and rest assured that I will wait for you to receive your Case ID from Pearson VUE before closing this case.

Meanwhile, please be advised that Pearson VUE operates within business days and business hours only, which is why you may have some delay with receiving a response. They will reach out to you as soon as they see your ticket.

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,

Hi Levi_B6

Unfortunately, Pearson VUE decided to not cancel my exams because:
"We would like to inform you that if you plan to appear for the exam, it will remain in the same account. However, once the accounts are merged, all the data will be transferred from all the accounts into one."
There is no time to discuss or reschedule as the next exam is planned for tomorrow... Let me participate in this exam and after that, I will let you know and we start the merging process. Are you ok with that?

Regards,
Grzegorz

Hi Kuszew,

Thank you for the update.

Since cancellation of the exam is no longer an option, I highly appreciate that you are willing to take the exam first instead, then proceed with merging after. Rest assured that I will keep this thread open so once you are done with your exam, you may easily reach out to me to file your request for a profile merge.

I wish you the best of luck in your exam and may you have remarkable results.

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,

Hello,

Thank you, I've passed this exam successfully. Ok, as both exams are already done, we can start to merge both accounts.
Following the security I will provide you with my MSID in a private message.


Best Regards,
Kuszew

Hi Kuszew,

Thank you for reaching back to me and congratulations on earning your Microsoft Certification.

I appreciate your confirmation to proceed with the merge of your duplicate accounts, however, I still need you to provide me with your preferred MCID to survive the merging process, as this will be the account you will use after the merge.

Once you confirm what your preferred MCID to retain is, I will work on filing your merge request with our Engineering Team as soon as possible.

I look forward to your response. Please note that if no response is received after two business days, the case will be closed and locked. After the case is locked, we will no longer be able to respond, even through Private Messages. Thank you.

Best Regards,