topic Re: Unable to schedule CC Exam even after contacting Exam Administration in Member Support

Unable to schedule CC Exam even after contacting Exam Administration

RicSP — Wed, 04 Feb 2026 19:07:36 GMT

Hello.

Sorry if this is long, but it's been a frustrating affair and I'm trying to include as much information as possible to demonstrate I've done all the troubleshooting steps support has told me to do and to clearly paint the picture.

I've had trouble trying to schedule the CC exam for the past few weeks. I have already contacted examadministration@isc2.org and the issue hasn't been solved. I also tried the support chat as well as the support phone number for my region, but I think both will just raise a ticket to the same team anyways. Hopefully the forums lead to a different outcome.

For context I have the free CC Exam from the "1 Million Certified in Cybersecurity" program from when I registered back in March of 2025. It shows in my dashboard under "Courses and Exams" with the button to schedule it. It redirects to the "ISC2 Exam Account Information" form, in which I fill in all the required information. Upon submitting I get a banner on top saying my information has been successfully updated, but I also get the error "No purchased exam found for the requested Exam." It also never redirects to PearsonVue for the actual scheduling.

As mentioned I already contacted the exam administration. I already followed their steps of:

- Clearing my cart.

- Clearing the browser cache.

- Closing and opening back the browser.

- Loging off and back on.

- Trying different browsers, different devices.

- Freshly installing the browser to avoid possible issues with extensions.

- Trying to schedule the exam (Dashboard > Courses and Exams > Schedule).

And the issue persists.

Exam administration already confirmed I "have the ability to register for the CC exam". They also said the issue was that when I registered for the exam I "put certification instead of exam", which I don't even know what it means since I haven't been able to register for the exam as far as I know, and nowhere in the form is there any field that makes any distinction between a certification and an exam (the closest I can think of is the last field "Please select your certification" where "CC" is selected by default and cannot be changed anyways).

Regardless, I have responded to the ticket once again that the issue persists (even after they told me "The issue has now been resolved") and I was told once again to clear the cache. I don't know what else to do as a user.

The only thing I can think of that may be causing this issue is that something in ISC2's backend is not properly communicating to PearsonVue that I am eligible to take the test, but I have no way of knowing.

Whatever the case, I don't know what else to do other than hope this gets solved somehow before the exam schedule period expires.

I am attaching the screenshot showing the exam does show in my dashboard and the error after submitting the form.

Re: Unable to schedule CC Exam even after contacting Exam Administration

RicSP — Wed, 04 Feb 2026 19:07:08 GMT

Small correction: I meant to say I have the free CC Exam from the "1 Million Certified in Cybersecurity" program from when I registered back in March 2025, in case it was confusing

Re: Unable to schedule CC Exam even after contacting Exam Administration

RealBruceWayne — Sat, 07 Feb 2026 02:15:50 GMT

I too am facing the exact same issue, still waiting on support to fix this. I’d like to take the exam ASAP but cannot.

Re: Unable to schedule CC Exam even after contacting Exam Administration

RicSP — Fri, 13 Feb 2026 21:01:37 GMT

Update a week later: Support answered my ticket and said that it is caused because my ISC2 and Pearson Vue accounts dont match. Which doesn't make much sense in my opinion because as far as I know I don't have a Pearson Vue account yet since the form refuses to redirect to Pearson to finish the account creation/exam scheduling. My email associated with my ISC2 account doesn't have any confirmation email about a Pearson Vue account being created either. I even tried recovering my Pearson Vue username/password in case the form was actually sending my data to create an account and just failing the redirection, but my identity "couldn't be verified", which to me says that a Pearson account in fact doesnt exist. I tried with the same email I have associated with my ISC2 account by the way.

The form itself at least shows a new error. But it is ambiguous and doesn't tell me anything new to be honest. As a reminder my scheduling period ends on March, so my current exam should still be a valid purchase, so to speak.

Re: Unable to schedule CC Exam even after contacting Exam Administration

RicSP — Mon, 23 Feb 2026 06:37:53 GMT

So I suppose this is my last update.

Support got back saying that I do indeed have a Pearson Vue account and that the issue arises from the Pearson account having a mismatching phone number, and that they have changed it.

I still can't schedule. The form continues to refuse to redirect to Pearson. I have never seen this Pearson account I supposedly have.

I am resigning myself. I won't be able to schedule the exam before the schedule period ends. And I'm wary that purchasing the exam will be a waste of money since I'm not even sure I'll even be able to schedule it.

So there's that.