Ask a new question

PSI - I was unable to log in and they just advised me to contact Microsoft

Hi Microsoft Team,


On the 3rd December 2021 I had logged in to take my exam MS100 with PSI and there were several problems with them.

I ended up not being able to log in and take the exam, paying again to get the certification for a second time. I am after a refund for my first attempt that I could never even log into.


Please see below my conversation with them:



Ticket #1932706: UNABLE TO LOG IN - PLEASE HELP

Your request (#1932706) has been updated. Reply to this email or follow the link below:

http://psi-cdexp.zendesk.com/hc/requests/1932706


Nolan Honradez (PSI Candidate Experience)

Dec 4, 2021, 7:29 PM CST

Hi Deborah,

Thank you for your reply.

We will keep this ticket tagged as "Pending", we will inform you as soon as we receive an update. You may also reply to follow up on this concern.

Best Regards,
PSI Candidate Support



Deborah Kuperman

Dec 4, 2021, 7:25 PM CST

Thanks Nolan, hoping to hear back from PSI soon.

Kind regards,
Deborah

________________________________
From: Nolan Honradez (Support)


Nolan Honradez (PSI Candidate Experience)

Dec 4, 2021, 7:22 PM CST

Hi Deborah,

I'm sorry for the late response.

I will escalate to review your exam. We will inform you as soon as we receive an update. 

Again, we apologize for the inconvenience.

Best Regards,
PSI Candidate Support



Deborah Kuperman

Dec 4, 2021, 4:40 AM CST

Hi Nolan,

I’m going to sleep as it is very late here in New Zealand.

Could you please help me get this sorted via email? And escalate it to the right team.

Thanks!
Deborah

Sent from my iPhone

On 4/12/2021, at 7:40 PM, Deborah Kuperman <*** Email address is removed for privacy ***> wrote:

 I’d rather you give me a call in 3hs as I’m out having dinner at the moment.

Thanks
Deborah

Sent from my iPhone

On 4/12/2021, at 7:29 PM, Nolan Honradez (Support)




Deborah Kuperman

Dec 4, 2021, 2:07 AM CST

Hi Nolan,

I'm back at home, please have someone call me anytime now.

Thanks!
Deborah

________________________________
From: Nolan Honradez (Support)


Deborah Kuperman

Dec 4, 2021, 12:40 AM CST

I’d rather you give me a call in 3hs as I’m out having dinner at the moment.

Thanks
Deborah

Sent from my iPhone

On 4/12/2021, at 7:29 PM, Nolan Honradez (Support)




Nolan Honradez (PSI Candidate Experience)

Dec 4, 2021, 12:29 AM CST

Hi Deborah,

Thank you for your reply.

We'll have one of our agents call you, and you may also give us a call at US/Canada toll-free number: 855.340.3887 OR US/Toll for International Callers: 858.875.3686.

Also, we can assist you here, we can help you escalate the concern to the right department. Could you please confirm if you want to be assisted here?

Best Regards,
PSI Candidate Support



Deborah Kuperman

Dec 4, 2021, 12:22 AM CST

Could you call me in 3 hours please?

Thanks!

Sent from my iPhone

On 4/12/2021, at 7:19 PM, Nolan Honradez (Support)




Nolan Honradez (PSI Candidate Experience)

Dec 4, 2021, 12:19 AM CST

Hi Deborah,

Thank you for your response.

Could you please what is the best time to call you so we can assist you? 

Regards,
PSI Candidate Support



Deborah Kuperman

Dec 3, 2021, 5:09 PM CST

Feel free to call me on (+64) 0226932722



Deborah Kuperman

Dec 3, 2021, 5:07 PM CST

Hello,

I have been trying calling your number (INTERNATIONAL COSTS!) and it does not put me through to anyone.

I have logged in for my MS-900 Examination today and EVERYTHING has gone wrong, I have been unable to sit for my examination, so I am please asking for help in the matter.

It seems the proctor didn't think my ID picture and run around the room was good enough. After SEVERAL minutes of very brief replies he asked me to try from another computer, so I wanted to use my laptop.

Now my option to access the exam has disappeared from my Certification Dashboard, so I am unable to connect from my second device.

Could someone please help me with this? And restart my exam so I can finally get to it????????

Thanks and looking forward to hearing back from you as soon possible.

Kind regards,
Deborah

________________________________
From: no-reply@psiexams.com 

Dear Deborah Kuperman,

This is reminder for your upcoming Microsoft Certification exam, please be sure to mark your calendars and follow the steps below to prepare for your exam session. If you are unable to take your exam at your scheduled time, please be sure to cancel or reschedule on your Certification Dashboard<https://urldefense.com/v3/__https://www.microsoft.com/en-us/learning/dashboard.aspx__;!!ARYYNK37dQ!Bm6AAEHW1hdS7uwQKDWvwFIQqC1ZYRdUKYe_2Rg9YlbmmL33KsussAfuwhIusIIh4grhBR9j$ > no later than 24 hours prior to your scheduled exam time. NOTE: If you do not cancel or reschedule with 24-hour notice prior to your scheduled exam appointment, you will forfeit your exam fee.

Appointment Confirmation:

Exam Name:  MS-900: Microsoft 365 Fundamentals

Exam Date:  04 December 2021

Exam Start Time:  11:00 AM / 11:00 Pacific/Auckland

Exam Duration:  90 minutes

Exam Location: ONLINE

Please note that proctor support and the proctoring software is available in English only, even if you have selected to take your exam in a different language.

To launch your exam, you will need to show ONE form of identification that contains your picture and your signature. If there is any doubt surrounding your identity, you will not be allowed to test and will forfeit your exam fees. Please read these requirements carefully.

Identification:

1. All Candidates MUST present ONE form of identification. The identification that is used must be valid (current or unexpired) and contain your photo and signature.
2. Acceptable forms of identification include: driver's license, state identity card (non-driver license), passport, passport card, military ID, green card, alien registration, permanent resident card, or national identification card.

Day of Exam Expectations:

* On the day of your exam, you can arrive up to 30 minutes early to start the check-in process. Please note that depending on proctor availability, you may need to wait until your exam start time to begin your exam.
* Review the Candidate Agreement<https://urldefense.com/v3/__https://aka.ms/certprogramagreement__;!!ARYYNK37dQ!Bm6AAEHW1hdS7uwQKDWvwFIQqC1ZYRdUKYe_2Rg9YlbmmL33KsussAfuwhIusIIh4oVRKuUb$ >
* Review the Microsoft Exam Policies and Procedures<https://urldefense.com/v3/__https://docs.microsoft.com/en-us/learn/certifications/certification-exam-policies__;!!ARYYNK37dQ!Bm6AAEHW1hdS7uwQKDWvwFIQqC1ZYRdUKYe_2Rg9YlbmmL33KsussAfuwhIusIIh4gbj-dep$ >.
* You will need to log into Microsoft Certification Dashboard<https://urldefense.com/v3/__https://aka.ms/certdashboard__;!!ARYYNK37dQ!Bm6AAEHW1hdS7uwQKDWvwFIQqC1ZYRdUKYe_2Rg9YlbmmL33KsussAfuwhIusIIh4jlOsFzS$ > and click on the link in the "appointments" section to launch your exam.
* You will be prompted to download the secure browser.
* You will be required to perform a System Compatibility Check to ensure that your system meets the requirements for exam delivery before being able to proceed.
* You will be required to show one current, valid, government-issued ID with a photo.
* Please ensure your testing environment is clear, quiet, and free from distractions.
* A web camera and microphone are required for testing.

Exam Cancellation and Rescheduling Policy:

* Exams must be canceled or rescheduled no later than 24 hours prior to the scheduled appointment time.
* Failure to cancel or reschedule within this time will result in forfeiting exam fees.
* By not starting your exam within 15 minutes after your scheduled appointment time, you automatically forfeit your examination scheduling fee. Fees are non-refundable.

Candidates should review the Microsoft Certification exam online proctoring with PSI details<https://urldefense.com/v3/__https://aka.ms/onlineexamspsi__;!!ARYYNK37dQ!Bm6AAEHW1hdS7uwQKDWvwFIQqC1ZYRdUKYe_2Rg9YlbmmL33KsussAfuwhIusIIh4qzwluIx$ > for further information and exam day rules.

Sincerely,
PSI Customer Service

Microsoft.support@psionline.com

855-340-3887 / +011 858 875 3683

Please do not reply to this email. This mailbox is not monitored



They actually never got in touch back with me until I received this email below yesterday:



Ticket #1932706: UNABLE TO LOG IN - PLEASE HELP

Your request (#1932706) has been deemed solved. To reopen, reply to this email or follow the link below:

http://psi-cdexp.zendesk.com/hc/requests/1932706


John Macapagal-DM (PSI Candidate Experience)

Feb 26, 2022, 7:34 AM CST

Hi,

Apologies for the late response.

Unfortunately, PSI no longer administers Microsoft examinations, to send an inquiry for the exam kindly please contact Microsoft using the link below.

LINK:   https://urldefense.com/v3/__https://trainingsupport.microsoft.com/en-us/?auth=1__;!!ARYYNK37dQ!APBrkEy1EPKLo0N_n6a6bILT16zoCoZ6dsRrgmg1q5gjShe0TO5LcNI8TmZoJVBfJsKI4PsbuKba$)

If you have any questions, please reply to this email or You may reach out to our PSI hotline (1-800-367-1565 ext 7040) for immediate assistance.

Best Regards.
PSI Candidate Support



Would someone be able to help me?


Thanks!

Debbie

Hello Deborah,

Thank you for contacting the Microsoft Community.

 

We're sorry for the inconvenience that this has caused you. Let me further assist you with your exam.

Please tell us more about the error you encountered during your exam. Because if you encounter an technical issue the service provider should be able to reschedule your appointment with no charge.

For further investigation please send the details via private message along with the requested information so we may continue troubleshooting with you.

To access private messages, please see the image below:

 

 Image

Once we received all the information, we'll replicate the issue and have it forwarded to our Support Team if necessary.

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.

Regards,​

Ken_Bar
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi there,

I have just replied in a Private Message. Thanks!

Debbie

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Deborah,


Thank you for your response.

We would like to ask for a copy of your exam registration for us to escalate this to our support team for further investigation.

Please send it via private message.

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.

Regards,​

Ken_Bar
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Deborah,


Thank you for your response.

If you're referring to the Jobseeker program exam discount for $15, that offer expired on December 31, 2021. This offer deal is only good until December 31, 2021 and cannot be extended. This is why your appointment for the next calendar year 2022 is no longer accessible.

On the other hand, you may want to take advantage of our ongoing offer which is a 100% discount exam by attending this Microsoft Azure Virtual Training Day: Fundamentals event.

You may visit our Microsoft Virtual Training Days event for more information.

If this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, the thread will be closed and locked after one business day. Please be advised that after the case is locked, we will no longer be able to respond, even through Private Messages. If the resolution provided did not resolve the issue, please post a new question.


Regards,

Ken_Bar
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

No, this doesn't solve any issues.

I want a REFUND as there were technical issues AS PREVIOUSLY EXPLAINED and I couldn't do the exam I paid for.

Please just let me know what to do because you haven't provided me with any solution.

Thanks

Debbie

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Deborah,


Thank you for responding.

Now I'll forward this information to our support team, who will contact PSI.

I'll forward this matter to our support team for further investigation.

Please check back in 3-5 business days for an update.

Stay tuned.

Ken_Bar
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Thank you! Will do

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Deborah, 

Let me be of assistance since my colleague Ken_Bar is out for today. 

Thank you for patiently waiting. 

We raised your case with our Support Team for further assistance. Based on the review, the Global Skilling Initiative $15USD exam offer was launched as a limited one-time offer extended globally to all learners impacted by the COVID pandemic. 

Originally scheduled to expire in December 2020, this GSI offer was extended to ensure learners adjusting to the pandemic had an opportunity to take advantage of the discount.

 

The offer is retired as of Jan 1, 2022. All customers who scheduled their exam during the eligibility period have been assisted with issues related to their exam delivery and support cases are no longer being accepted. 

You may still take advantage of training and learning paths at Microsoft Learn, LinkedIn Learning and GitHub Learning Lab. 

You may also sign up for the Microsoft | 30 Days to Learn It event – where you can be eligible for 50 percent off the cost of a Microsoft Certification exam by completing your challenge within 30 days. See Terms and Conditions for eligibility details. Offer ends 30 June 2022. 

Thank you for understanding. 

If this solves your problem, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, the thread will be closed and locked after one business day. Please be advised that after the case is locked, we will no longer be able to respond, even through Private Messages. If the resolution provided did not resolve the issue, please post a new question.   

Best Regards, 

Seph_C
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Deborah, 

This is a follow-up with your case. 

May I know if you have concerns or questions about the review outcome so I can check and assist you further.

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, 

Seph_C
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hello Deborah, 

We haven’t received any update from you. This case will now be closed and locked. If you need further assistance, please post a new question.  
 

Best Regards, 

Seph_C
Forum Moderator
Support Period: Monday – Friday (Excluding Holidays)
Hours to Respond: 24 Business Hours

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

 
 

Question Info

Last updated March 29, 2022 Views 178 Applies to: