Appeal: OnVUE Application Glitch and Abandoned Proctor Queue for AZ-900 Exam

Submit a Microsoft Credentials Support request referencing the closed Pearson VUE case and explicitly request a human review for a no-cost reschedule or replacement voucher; Microsoft Q&A moderators cannot access exam records or grant vouchers.

Submit the escalation

Because Pearson VUE has already investigated and closed the case, proceed to the Microsoft Credentials Support request:

1. Sign in with the Microsoft account connected to your Microsoft Learn certification profile.
2. Select:
   • Product family: Learning
   • Product or Service: Microsoft Credentials
   • Category: The closest available exam/certification issue
   • Type of Support: Professional No Charge
   • Contact method: Email
3. Enter your location and time zone.
4. State that this is an escalation following a closed Pearson VUE exam-delivery case, not an exam-question challenge.
5. Attach any screenshots, Pearson VUE correspondence, and the generated score report.

Microsoft directs technical exam-delivery issues to Pearson VUE, while other certification issues and follow-up requests can be submitted to Credentials Support. Credentials Support operates through email rather than telephone.^1^

Information to include

Provide:

• Exam: AZ-900
• Delivery method: Pearson OnVUE
• Exam date and approximate local time
• Pearson VUE case number
• Appointment or registration ID
• Microsoft Learn username
• Sequence of events:
  1. The blank rectangle obscured exam content.
  2. The first disconnection allowed a successful reconnection.
  3. The second crash prevented re-entry and access to a proctor.
  4. The session timed out before flagged questions could be reviewed.
  5. Pearson VUE closed the case because a score report was generated.
• The exact remedy requested: manual incident review and either a no-cost reschedule or replacement voucher
• Screenshots, OnVUE error messages, timestamps, and Pearson VUE’s closure response, if available

Do not post the case number, registration ID, email address, or other account details publicly on Q&A.

Suggested appeal text

Subject: AZ-900 OnVUE technical interruption — request for manual review

I am requesting a manual review of my AZ-900 online exam taken on November 3, 2026. My Pearson VUE case number is [case number].

During the exam, the OnVUE secure browser displayed a large blank rectangle that obscured the questions. I answered the visible questions and flagged the affected questions for later review. The session then disconnected. I successfully reconnected once, but after a second crash OnVUE would not permit me to re-enter the session or contact a proctor.

The session subsequently timed out and generated a score report before I could complete the exam and review the flagged questions. Pearson VUE has closed its case on the basis that a score report exists.

Please review the Pearson VUE incident record and available session logs. I am requesting a no-cost reschedule or replacement voucher because the exam-delivery failure prevented completion of the examination.

Attached are the Pearson VUE correspondence, score report, screenshots, and relevant timestamps.

For future in-session problems, Microsoft’s guidance is to use Pearson OnVUE Support live chat; for problems before or after an exam, it directs candidates to certification support.^2^ That in-session option is no longer available for this completed session, so the Credentials Support escalation is the applicable next step.

A replacement voucher or reschedule is not automatic; the support teams must review the delivery incident and case history.

References

1. Credentials support | Microsoft Learn
2. Frequently asked questions (FAQs) about online proctored exams