Unable to Schedule an Exam

Hello.

I'm having the following issue when trying to schedule an exam on the learning platform:

We can’t access your Microsoft profile to schedule your exam. To resolve the issue, try these steps in this order and return to the exam page to schedule the exam:

  • Use Internet Explorer (version 9 or above) or Edge
  • Clear all cache and cookies
  • Use the InPrivate option in Internet Explorer or Edge

If the issue persists, you can contact Pearson VUE Support to schedule the exam. If you still need help, please click Ask a question on the Microsoft Certification Program support forum.

I have tried the possible solutions on this thread:

https://trainingsupport.microsoft.com/en-us/mcp/forum/mcp_exams-mcp_exam-mcp_crash/we-cant-access-your-microsoft-profile-to-schedule/37f02a71-8827-4690-be9e-05d02f6277a3

No success. Cleared cache. Used InPrivate. Used normal mode. 

My profile is linked with my company profile. Also tried to unlink it, but the same issue happens. I've also used different computers and even through my phone, the result is the same.

I've read online that this may be caused by my name to have special characters. Indeed, my last name is spelled "Simões". If that's the case, I'd like to change it to "Simoes" without the "~".

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Answer
Answer

Hello Wendell,

 

Thank you for contacting us here at Microsoft Community.

 

Thank you for taking the initiative to try troubleshooting steps in order to schedule your exam.

 

We have been advised that as a workaround for this issue, kindly make sure to remove the occurrence of any non-English letters and replace them with Roman alphabets on your profile (e.g. name, address). Signs and symbols should also be removed from your profile as another workaround for these cases (please remove any Special Characters (like., \ ! @ # - etc.).

 

If you need to update the legal name on your Microsoft Certification profile, it can only be done by our Legal Name Team for security purposes.

 

The "~" will be replaced to "_" (underscore) which will be accepted for the name.

 

Please fill out the Microsoft Certification Profile Name Change Request form and verify your identity by providing three (3) pieces of personal information that match what's on your Microsoft Certification Profile.

 

Once this information is verified, your name will be updated in 24-48 business hours. 

 

After completing the form, please send the Support Request Number through the private message I initiated to make sure that your case will be prioritized.  

 

To know more about the new process for Legal Name Change requests, you may refer to this sticky post.

 

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. 

 

Kind regards,

Joyce_V
Microsoft Community Support
Support Hours – 5:30am – 5:30pm Pacific Time, Monday to Friday (Except US Public Holidays)
Estimated Response Time – within 1 Business day

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Question Info

Last updated April 30, 2021 Views 33 Applies to: