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.

[mariatirado]

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

[Niyas_Ahamed]

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.

[nkeaton]

@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.

[Niyas_Ahamed]

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?

[nkeaton]

@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.

[Niyas_Ahamed]

@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?

[nkeaton]

@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

[mariatirado]

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

CC - @CBMExamTeam 

[nkeaton]

@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.

[Niyas_Ahamed]

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