Pearson VUE Revoked My Salesforce Certified Platform Administrator Exam During Check-in Due to Network Issue – Can I Get a Reschedule?

Hello Trailblazers,

I'm looking for guidance regarding an issue with my Salesforce Certified Platform Administrator exam conducted through Pearson VUE OnVUE.

Yesterday, during the exam check-in process, I encountered an unexpected internet/network connectivity issue. Because of this, I was unable to proceed beyond the Welcome Screen.

With approximately 10 minutes remaining on the Welcome Screen timer, I immediately informed the online proctor about the issue and asked for assistance. Unfortunately, I was later informed that my exam had been revoked because the check-in time limit had expired.

To clarify:

• I never entered the actual exam.
• I did not view or answer any exam questions.
• The issue occurred only during the check-in process because of a network problem.
• I informed the proctor before the session ended.

I have already submitted support requests to both Salesforce Certification Support and Pearson VUE requesting a courtesy reschedule.

I would appreciate advice from anyone who has experienced something similar.

1. Has anyone had an exam revoked during the check-in process and successfully received a reschedule?
2. How long did Salesforce or Pearson VUE take to review your case?
3. Is there anything else I should do to improve my chances of getting a reschedule?
4. Would it help to request an escalation or provide additional evidence?

Any guidance or shared experience would be greatly appreciated.

Thank you in advance for your help!