AZ-104 OnVUE exam closed at check-in, free voucher used, requesting reissue

Submit a Microsoft Credentials Support request for a no-charge review of the unused appointment and voucher, referencing the existing Pearson VUE decision and case rather than opening another Pearson VUE case.

Submit the escalation

1. Open the Microsoft Credentials Support request.
2. Select:
   • Product family: Learning
   • Product or Service: Microsoft Credentials
   • Category: The closest exam scheduling/voucher category available
   • Type of Support: Professional No Charge
   • Contact method: Email
3. State that:
   • AZ-104 was scheduled for 7 October 2026 through OnVUE.
   • Check-in was closed before the exam started.
   • The chat ended with “Call Disconnected.”
   • The proctor advised that a reschedule would be provided.
   • Pearson VUE case 42742115 subsequently advised that a new exam must be purchased.
   • The appointment used a Microsoft-provided 100% voucher.
   • You request either reinstatement of the appointment or replacement/reactivation of the voucher.
4. Include your Learn username and attach:
   • Pearson VUE appointment confirmation.
   • Screenshot or transcript showing “Call Disconnected” and, if available, the reschedule statement.
   • Pearson VUE’s email requiring payment.
   • Evidence that the exam never launched or produced a score report.
   • Voucher campaign/source and its original terms or expiration date.
   • An image showing the name on your Credentials profile, with unrelated personal data obscured.
5. Submit the request and retain the Microsoft case number. Credentials Support is email-based, and the case confirmation should come from [Email]; check the junk folder if necessary. Microsoft documents this exact submission process and asks for the Learn username plus screenshots of the issue.^1^

Do not post your ID, voucher code, registration ID, email address, or other private details in this public Q&A thread. Provide them only through the support case if requested. This forum cannot reinstate an appointment or issue a voucher.

Important distinction for the review

Microsoft states that when Pearson VUE cancels an appointment, a voucher should be reinstated automatically; if that does not happen, Pearson VUE support is the designated contact.^2^ Your appointment was instead closed during an ID check, so automatic reinstatement is not established from the available facts. Credentials Support must review the session record, the proctor communication, and Pearson VUE’s classification of the appointment.

For the ID issue, the current online-exam requirements state that:

• The ID must be current and government-issued.
• The name on the ID must exactly match the Microsoft Certification profile.
• ID-renewal and legal name-change forms are not accepted for an online-proctored exam.^3^

If Microsoft grants a replacement appointment, correct any profile-name mismatch before rescheduling. If the submitted ID itself did not meet the documented requirements, voucher replacement remains an exception decision rather than an automatic entitlement.

The Microsoft System Center tag is unrelated to certification scheduling; use Microsoft Credentials/Certification support rather than System Center technical support.

References

1. Credentials support
2. An Important Update on Microsoft Training and Certification
3. About online exams with Pearson VUE