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.

[Niyas_Ahamed]

Thank you so much for your help and for sharing the email address. I’ve just sent them an email with the screenshots attached and will also try calling during their working hours. Really appreciate your support!

[mariatirado]

@nkeaton - contact us page is always the correct route to open a ticket 🙂 

[nkeaton]

@mariatirado Agree, was just surprised that no E-mail address was on that page. That is how have submitted most of mine. Thank you.

[ersinok]

I have the same issue resulted in double pending payment. I submitted query through the form 5 days ago and still waiting for help.

Chat is always closed for some reason, even though I have tried to use it within the time slots communicated on contact us page.

[Niyas_Ahamed]

@ersinok, When I contacted my bank, they confirmed that the payment is still in a pending state. They mentioned that if the merchant (ISC2.org) doesn’t accept or finalize the transaction, the deducted amount will be automatically reversed to my credit card within 7 to 10 working days. You might want to check with your bank as well; it helped clarify things for me.

[Niyas_Ahamed]

@ersinok, I also raised a support ticket with ISC2, but didn’t receive a response immediately. Keep in mind, they may have their own SLA for ticket replies.

I eventually called them at +44 20 3960 7800 and, after waiting a bit to get connected, the support agent was helpful and confirmed the same status, which I then verified with my bank.

You might want to try the same.

[Niyas_Ahamed]

@mariatirado, May we ask if there’s any update on when the current payment issue might be resolved?

Also, are there any alternative methods available to purchase the CISSP “Peace of Mind” exam voucher, other than using a credit card? I’m a bit hesitant to retry the payment due to the pending charge and the wait time for reversal.

[mariatirado]

@Niyas_Ahamed - Id recommend that you reach out to the rep that contacted you via email so they can give you an update!

[Niyas_Ahamed]

@mariatirado, Thank you for the suggestion! I’ll follow up with the representative who will be responding to me via email. Appreciate your help!