PearsonVue Crashed During OnVue ID Verification Urgent Help

Hello everyone,

I am writing to ask for advice regarding a serious issue I encountered while trying to take my Salesforce Certified Platform Integration Architect exam online through OnVue.

During the ID verification process, the greeter asked me to retake my ID photo. At that moment, the OnVue application closed unexpectedly. When I tried to relaunch it, my exam code was marked as invalid, and I was completely locked out of my exam.

Here are the additional steps I have already tried without success:

1. I checked my email and Pearson VUE account but could not find my appointment ID.
2. I attempted to call the support phone number for Latin America, but the calls were disconnected several times.
3. I also tried sending an email to the certification support team, but it appears that the email channel is not functioning, as the system only redirects me to Agentforce for support.

Has anyone here experienced a similar problem with OnVue during the verification process?

I would greatly appreciate any guidance on:

1. How to properly report this issue to Salesforce/Pearson VUE when the standard email and phone channels appear to be down.
2. How to request a free retake or reschedule, given this was not my fault

#Certifications  #PearsonVUE  #TrailheadAcademy