Request for AI Transformation Leader Exam Reinstatement Due to Technical Issues

Contact the exam delivery provider that administered the appointment and request restoration of the expired attempt based on the launch failure; Microsoft Q&A cannot reinstate or reschedule an exam.

1. Open an exam-delivery support case

Microsoft directs technical exam-delivery issues to the relevant delivery partner—Pearson VUE or Certiport.^1^

In the request, include:

• Exam: AB-731 AI Transformation Leader
• Scheduled appointment date, time, and time zone
• Registration/order number
• Whether it was online-proctored or at a test center
• A concise timeline showing that check-in was completed but the exam could not launch
• Exact error messages and screenshots
• Any proctor/chat transcript or existing incident number
• A request to restore the exam attempt or issue a no-cost replacement authorization

Ask the provider to confirm whether its logs show the launch failure and to provide a case number. Do not post candidate IDs, registration numbers, email addresses, or screenshots containing personal data in this public forum.

Suggested wording:

My scheduled AB-731 AI Transformation Leader exam could not be launched during the appointment window because of a technical delivery issue. The appointment subsequently expired. Please review the delivery and proctoring logs, record this as a technical delivery incident, and restore the attempt or provide authorization to reschedule without additional cost.

2. Escalate an unresolved claim to Microsoft Credentials Support

If the delivery provider records the incident but cannot restore the attempt, submit a Microsoft Credentials Support request:

1. Open the Credentials support page and select online support request.
2. Confirm:
   • Product family: Learning
   • Product or Service: Microsoft Credentials
   • Category: The closest exam or scheduling category
   • Type of Support: Professional No Charge
3. Enter your location and time zone.
4. Select Email as the contact method; Credentials Support is provided by email.
5. Attach the provider’s incident number, screenshots, appointment confirmation, and technical-failure timeline.^1^

State explicitly that this is an exception/reinstatement request following a provider-side launch failure, not a voluntary late cancellation or ordinary reschedule.

Why self-service rescheduling is no longer the applicable route

For an active appointment, the normal route is Microsoft Learn profile → Credentials → Certifications → Reschedule, which redirects to the delivery provider. The standard policy also requires voluntary cancellation or rescheduling at least 24 hours before the appointment.^2^

Because this appointment has already expired following an alleged delivery failure, support must review the incident. Reinstatement is not automatic or guaranteed; retain both support case numbers until the review is completed.

References

1. Credentials support
2. Reschedule and cancellation policies