Failed processing payment for exam

[TT1]

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.

[TT1]

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?

[mariatirado]

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

[CBMExamTeam]

@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

[Politka]

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

[Furkan]

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,

[mariatirado]

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. 

[Furkan]

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 ..

[mariatirado]

@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!

[Furkan]

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!