Urgent Request for Exam Rescheduling Due to Unexpected Computer Failure – SC-500

Cristiano Silva Neto 0 Reputation points
2026-10-13T11:34:20.3233333+00:00

Dear Pearson VUE Support Team,

I am writing to request an urgent rescheduling of my Microsoft SC-500 certification exam, scheduled for October 13, 2026, at 08:00 AM (Western European Summer Time).

Unfortunately, my computer experienced an unexpected technical failure just before the scheduled examination, preventing me from completing the check-in process and taking the exam.

This situation was entirely unforeseen and beyond my control. I had every intention of attending the examination as scheduled and had made the necessary preparations.

I would sincerely appreciate your understanding and assistance in rescheduling my examination to the earliest available date without additional fees, given the exceptional circumstances.

Examination Details:

Exam: SC-500 – Implementing End-to-End Security Controls for Cloud and AI Workloads

Candidate Name: Cristiano Silva Neto

Candidate ID: MS1101043719

Registration ID: 545878850

Order Number: 0081-0592-1373

Scheduled Date: October 13, 2026

Scheduled Time: 08:00 AM WEST

I remain fully committed to completing this certification and would be grateful if you could consider this request as an exceptional technical incident rather than a voluntary absence.

Please let me know if any additional information or supporting documentation is required.

Thank you for your time, understanding, and assistance. I look forward to your response and a favorable resolution.

Kind regards,

Windows for home | Other | Performance and system failures
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  1. AI answer

    2026-10-13T11:34:59.4+00:00

    Contact Pearson VUE Support immediately, open an exam-delivery technical-incident case, and explicitly request a no-fee reschedule; Microsoft Learn Q&A cannot access the booking or authorize the exception. Microsoft directs technical delivery and appointment issues to the exam delivery partner. ^1^

    Submit the incident

    1. Open Pearson VUE Support for Microsoft using the link under For technical issues with exam delivery on the Credentials Support page.
    2. Select the option for an online-proctored exam or check-in technical problem.
    3. State that the computer failed immediately before check-in and that the exam could not be launched.
    4. Request:
      • An investigation of the session/check-in logs.
      • A Pearson VUE case number.
      • Reinstatement of the appointment or a one-time reschedule without an additional fee.
    5. Include:
      • Exam name and scheduled date/time, including the time zone.
      • Candidate, registration, and order numbers.
      • Exact time the failure occurred.
      • Computer operating system and a short description of the failure.
      • Screenshots, error messages, system logs, repair receipts, or photos if available.
      • Any OnVUE launch or check-in confirmation emails.

    A closely matching OnVUE check-in case was directed to Pearson VUE; after a case is opened, the candidate must wait for Pearson VUE to complete its investigation. ^2^

    Do not post the candidate ID, registration ID, or order number publicly again. Provide them only through the private Pearson VUE or Microsoft support form.

    Fee-exception limitation

    The normal policy requires cancellation or rescheduling at least 24 hours before the appointment; otherwise, the exam fee or voucher is forfeited. ^3^ Because the failure occurred immediately before the exam, the standard self-service reschedule policy does not guarantee a free change. Pearson VUE must investigate and decide whether to grant an exception for the technical incident.

    Check the Learn profile under Profile → Credentials → Certifications → exam appointment. If a Reschedule link remains available, it redirects to the delivery provider, but avoid creating a second booking while the incident is under investigation unless Pearson VUE instructs you to do so. ^4^

    If Pearson VUE does not resolve it

    Submit a Microsoft Credentials Support request:

    1. Open Credentials support and select online support request.
    2. Confirm:
      • Product family: Learning
      • Product or Service: Microsoft Credentials
      • Support type: Professional No Charge
      • Contact method: Email
    3. Include the Pearson VUE case number, the incident timeline, and supporting screenshots.
    4. Ask Microsoft Credentials Support to review the unresolved exam-delivery incident and no-fee rescheduling request.

    Credentials Support is email-based, and its instructions specifically request a clear summary and screenshots of technical problems. ^1^

    For the replacement appointment, run the OnVUE system test on the same computer and network that will be used for the exam. Microsoft also recommends a personal rather than work-managed computer, local administrator permissions, and a wired connection where possible. ^5^

    References

    1. Credentials support
    2. Unable to attend the exam as OnVue was not launching properly during Checkin - Microsoft Q&A
    3. Reschedule and cancellation policies
    4. Register and schedule an exam
    5. About online exams with Pearson VUE
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