Unable to reschedule AZ-900 due to Learn login loop – Contacted Pearson on Oct 8, check-in failed Oct 10 (Case #42752284)

Submit a Microsoft Credentials Support request for a voucher-reinstatement exception, attaching proof that the rescheduling attempt and Pearson VUE contact occurred on October 8—this Q&A forum cannot initiate a Private Message or modify the exam registration.

Submit the exception request

1. Open the Credentials Support page and select online support request. ^1^
2. In the request form, select:
   • Product family: Learning
   • Product or Service: Microsoft Credentials
   • Category: the closest available exam/certification category
   • Type of Support: Professional No Charge
   • Contact method: Email
3. Explain that:
   • The AZ-900 appointment was scheduled for October 10, 2026.
   • You attempted to reschedule through the Learn profile on October 8, before the 24-hour deadline.
   • A Learn authentication loop prevented access to the rescheduling workflow.
   • You contacted Pearson VUE that day but received no rescheduling confirmation.
   • Check-in subsequently failed and Pearson VUE opened a case.
   • Pearson VUE later declined the reschedule.
   • You are requesting an exception review and voucher or exam-eligibility reinstatement, not another attempt to reschedule the expired appointment.
4. Attach:
   • Timestamped evidence of the October 8 Pearson VUE contact.
   • Screenshots or recordings of the sign-in loop, if available.
   • Pearson VUE correspondence and its final decision.
   • The Pearson VUE case number and exam registration details.
   • Your Learn username, available under Learn Settings.

Credentials Support is provided by email, even if the form displays a phone option. ^1^

A concise case description could be:

I request an exception review and reinstatement of my AZ-900 voucher/exam eligibility. I attempted to reschedule through Microsoft Learn on October 8, more than 24 hours before my October 10 appointment, but an authentication redirect loop prevented access. I contacted Pearson VUE on October 8 and have attached timestamped evidence. Check-in later failed, and Pearson VUE opened a case but subsequently denied the reschedule. Please review the attached evidence and restore the voucher or exam eligibility if an exception is approved.

Why both support records matter

Microsoft’s standard policy requires cancellation or rescheduling at least 24 hours before the appointment; otherwise, the fee—and a company-purchased voucher, when applicable—is forfeited. The normal path is Learn profile → Profile → Credentials → Certifications → exam appointment → Reschedule, followed by redirection to the delivery provider. ^2^

Microsoft directs appointment, scheduling, and exam-delivery issues to Pearson VUE. Since Pearson VUE has already handled and denied that portion, the remaining request—voucher reinstatement or another certification exception—belongs with Microsoft Credentials Support. ^1^

Do not post the registration ID, case number, voucher code, email address, or screenshots containing account details publicly. Provide them only in the private support request; redact them from this Q&A post if they remain visible.

If the support form also enters a sign-in loop

For Microsoft Edge, Microsoft documents that cross-zone cookie settings can cause repeated authentication redirects. Check Windows Internet Options → Security → Trusted sites → Sites. Either remove the listed Microsoft authentication domains from Trusted Sites or, where organizational policy requires them there, ensure all relevant Microsoft sign-in domains use the same zone so cookies can be shared. ^3^

This browser change can help submit the support request, but it does not retroactively reschedule the exam; the exception still requires review by Credentials Support.

References

1. Credentials support | Microsoft Learn
2. Reschedule and cancellation policies | Microsoft Learn
3. Troubleshoot sign in issues for support.microsoft.com | Microsoft Support