topic Re: Failed processing payment for exam in Exams

Failed processing payment for exam

TT1 — Sat, 05 Jul 2025 06:20:08 GMT

26 June (1st attempt to process the payment)

- Error message after check-out

- Credit is deducted from the credit card

- No order history for the payment on the ISC2 website

- No receipt sent to my email

26 June (2nd attempt to process the payment)

- The page is stuck on the personal information.

- Unable to process the payment anymore

27 June ( 1st inquiry email sent to ISC2 member support)

1 July (1st reply from ISC2 member support)

- ISC support advised that “IT said that you need check you inbox for emails regarding provisioning your account. We sent you an email, when you created the account. We never received a response from you and that could be causing the issue. ”

-I checked my email one by one and also confirmed with a colleague who submitted the payment on the same day. Although they hadn’t received any email during account creation, their payment was successful. Therefore, the above reply doesn’t appear consistent across all cases.

- A further inquiry has been sent to Member Support.

3 Jul (Credit was refunded to the credit card)

- Credit was refunded to the credit card

- I can access the "personal information" when I try to proceed with the payment

I’d like to confirm whether my account is ready for another payment to avoid the same issue occurring again that could result in a long refund process.

Re: Failed processing payment for exam

TT1 — Wed, 09 Jul 2025 01:35:52 GMT

May I know anyone failed to proceed the CISSP exam and got refunded?

Have you use the same account to proceed the payment again or create another account to proceed the payment?

Re: Failed processing payment for exam

mariatirado — Fri, 11 Jul 2025 20:12:14 GMT

Hey @CBMExamTeam - any chance you can help @TT1 with this? 🙂

Re: Failed processing payment for exam

CBMExamTeam — Fri, 11 Jul 2025 20:24:44 GMT

@TT1 and @mariatirado
Thank you for bringing this ot our attention.

The issue you had with your payment is a "known issue" which resulted from our recent platform upgrade. Our technical team is working diligently to resolve these lingering issues.

@TT1 I will sends you a private message.

Christine,

Exam Administration

Exam Security

Re: Failed processing payment for exam

Politka — Mon, 14 Jul 2025 12:23:42 GMT

@CBMExamTeam I seem to have the same issue. Can you please help to resolve as I am not able to purchase the exam?

Re: Failed processing payment for exam

Furkan — Wed, 16 Jul 2025 13:26:34 GMT

Hi, It's been almost 7 days that I added the CISSP Exam with Peace of Mind Protection to my cart and completed the checkout process. I entered my card information and other details, then clicked “Purchase.” However, the next page showed an error.

I see the purchase as pending on my credit card statement, but it does not appear in my account or order history. My card issuer informed me that ISC2 will need to handle this on ISC2's end. Could you please assist me with this?

This is my third time reaching out for help. I need to apply for available seats in July, so I would appreciate your assistance as soon as possible.
Best regards,

Re: Failed processing payment for exam

mariatirado — Wed, 16 Jul 2025 14:16:06 GMT

Hi @Furkan - I can see in our system that a support agent is currently working on your case and sent you an email this morning. Please make sure to check your spam folder in case it went there 🙂 Rest assured that the team is working to resolve this as soon as possible. Thank you for your patience.

Re: Failed processing payment for exam

Furkan — Wed, 16 Jul 2025 15:42:32 GMT

Hi @mariatirado,

The response I received below feels somewhat vague, and I am concerned because I have a deadline to take the exam in July. This unresolved issue is causing stress, as I need to complete the exam within this timeframe.

Is there anything you can do to help resolve this issue faster so that I can secure my exam seat before the deadline?

Thank you for your support.

Best regards,
Furkan

...
Hello FURKAN,

Thank you for your patience and I apologize for the delayed response.

Regarding the issue with purchasing our products online, at this time, we have encountered some issues that we are actively working on fixing. Although we do not have an ETA, we will notify you via email as soon as there are any updates.

If you would like to purchase the product via wire transfer or check, then I have attached instructions on where you are able to send that information.

Thank you again, FURKAN for contacting us. Please let us know if you have any other questions. You can now reach us by chat, phone, or email from our contact us page at ..

Re: Failed processing payment for exam

mariatirado — Wed, 16 Jul 2025 15:56:26 GMT

@Furkan - I completely understand your concern. I've reached out to the advisor who contacted you via email, and they should be in touch with you soon. Thank you!

Re: Failed processing payment for exam

Furkan — Fri, 18 Jul 2025 07:58:43 GMT

Hi @mariatirado, yesterday my first payment (July 10) attempt was declined by VISA(July 17), probably because ISC2 did not authorize it in time. I tried to make the purchase again today, hoping the issue had been resolved.

Unfortunately, the same problem occurred when I clicked "Purchase" — I received the error: "There was an error with your order. Need help? We can assist..."

This is incredibly frustrating. It seems like your website crashes during the process and fails to complete the order, which prevents ISC2 from authorizing the transaction. However, VISA still blocks the corresponding amount on my credit card. As a result, we wait for nothing.

Could you please help me understand what’s causing this error and whether there’s anything I can do on my end to fix it?

It seems some people are not experiencing this issue, so I believe ISC2 should be more than capable of identifying the problem and assisting customers who are suffered by the unavailability of services.

Thank you!

Re: Failed processing payment for exam

mariatirado — Fri, 18 Jul 2025 17:22:45 GMT

@Furkan - Our support agent has contacted you via email. Thank you for your patience, and apologies for the inconvenience.

Re: Failed processing payment for exam

Niyas_Ahamed — Sat, 26 Jul 2025 15:13:34 GMT

I experienced the same issue today (26 July 2025). The amount was deducted, but I received no confirmation and nothing appeared in my order history. I also tried to contact the support team, but they were unavailable.

Re: Failed processing payment for exam

nkeaton — Sat, 26 Jul 2025 16:05:39 GMT

@Niyas_Ahamed Were you able to schedule a date and place? If so, I would check under Courses and Exams to see if it is there. The new exam scheduling seems kludgy to me. I had to sit for a while and figure out how to use an exam voucher. I finally figured it out but was not easy.

Re: Failed processing payment for exam

Niyas_Ahamed — Sat, 26 Jul 2025 18:58:59 GMT

I appreciate your immediate response. I received an error message saying, “There was an error with your order.” after the payment processing. I didn’t received any confirmation, receipt, or any evidence that the exam voucher purchase was successful, and I don’t see an option to schedule the exam. Could you please advise what to do next?

Re: Failed processing payment for exam

nkeaton — Sat, 26 Jul 2025 20:17:04 GMT

@Niyas_Ahamed I was thinking that the payment was the last part and was hoping that let you schedule. You will need to contact customer service by phone or E-mail to open a ticket.

Re: Failed processing payment for exam

Niyas_Ahamed — Sun, 27 Jul 2025 01:47:26 GMT

@nkeaton
Thanks for the clarification. I tried contacting customer service via phone and chat, but it seems they are only available during working hours.

I’m not sure what the correct email address is to open a ticket; could you please share if you have it?

Re: Failed processing payment for exam

nkeaton — Sun, 27 Jul 2025 14:57:47 GMT

@Niyas_Ahamed You will want to become very familiar with ISC2’s website. I was before the recent changes and took a bit to figure this one out. Apparently there is no E-mail advertised. They only show chat with the same time limitations that you pointed out. Just remember that research is often the most important skill in this field. https://www.isc2.org/contact-us

Re: Failed processing payment for exam

mariatirado — Sun, 27 Jul 2025 15:53:55 GMT

@Niyas_Ahamed - thanks for reaching out via Community! Id recommend you send an email directly to examadministration@isc2.org.

CC - @CBMExamTeam

Re: Failed processing payment for exam

nkeaton — Sun, 27 Jul 2025 16:15:55 GMT

@mariatirado Thank you. Is the Contact page correct that there is only calling or using chat as options? I know that I have used a customer service E-mail address for opening trouble tickets in the past.

Re: Failed processing payment for exam

Niyas_Ahamed — Sun, 27 Jul 2025 16:54:29 GMT

Thank you so much for the helpful insight and the link. Really appreciate your guidance!