Hi,
I’d like to bring to your attention a series of issues that occurred during my recent attempts to take the Microsoft AI-102 certification exam, which have resulted in a used exam voucher, an account flag, and an unresolved payment.
Timeline of Events:
May 23, 2025: I scheduled the AI-102 exam for ***removed*** using my personal email ID, phone number, and address. I received the Pearson VUE confirmation and used the provided link which came to my email id to begin the exam.
After submitting my ID and location verification, I was allowed to begin. However, during the third or fourth question, the screen was frozen. The proctor mentioned an issue on Pearson VUE’s and they canceled the session, shared a case ID, and also they emailed me the used voucher.
***removed***: I rescheduled the exam for the same day using the same email, phone, address, and same voucher. I followed the same process and launched the exam using the link from Pearson VUE.
The proctor immediately terminated the session, citing a rule violation without providing any explanation. I later discovered that the exam had automatically launched under my wife’s Microsoft account, which was still logged into the closed browser - even though all the registration details, including email and contact information, were mine. Unfortunately, Pearson VUE did not validate or alert about the mismatch between my registration details and the Microsoft account used.
***removed***: I logged out of her account, logged into mine, and scheduled the exam a third time using same details. I cleared the exam successfully on that day.
Subsequent Issues:
We contacted Pearson VUE multiple times (3+ long calls(1+ hours), 5+ agents). They didn't provide any solution and advised us to contact Microsoft and declined to reactivate the voucher, citing a violation. Case ID: ***removed***. They said my wife can rebook again and take the exam.
***removed***: My wife, using her own Microsoft account, booked and paid to retake the exam, and Pearson VUE allowed her to rebook the exam again. She carefully followed all steps. However, before starting the exam, the proctor abruptly closed the session without explanation. We talked to Pearson VUE customer case multiple times and they again didn't provide an solution and siply opened new case(Case ID: ***removed***).
Our Concerns:
The exam voucher is marked as used even though the attempt was invalidated due to a Microsoft account mismatch.
My wife booked and paid again after talking to Pearson VUE customer care(they said the account is not flagged) but was not allowed to proceed with the exam.
Her Microsoft account now appears flagged, and we’re unsure if she can take exams in the future.
Pearson VUE failed to validate or warn about the Microsoft account mismatch despite accurate email, phone and registration details.
We’ve taken Microsoft exams before without any such issues. These mistakes were unintentional and not attempts to violate any rules. We kindly request your assistance with the following:
Remove the violation flag from my wife’s Microsoft account.
Reactivate or reassign the used voucher for my future use with extended expiration date.
Issue a refund for the unsuccessful second exam booking.
Thank you for your support and understanding.
***Personal information deleted by the moderator. Please see the Microsoft’s Community Code of Conduct for more information on how you can protect your privacy.***
