Urgent Help Needed: Duplicate Payment for CISSP Exam

[ajeshvc]

Hi everyone,

I’m reaching out to see if anyone else has experienced a similar issue and to request guidance on what steps to take next.

I attempted to pay for the CISSP exam on 28-05-2025. The payment was successfully processed by my bank, but the ISC2 system returned an error message: “There was an error with your order”, and no exam voucher was issued.

To avoid delays, as I have already scheduled time off to take the exam next week, I made another payment on 29-05-2025 using a different credit card. Unfortunately, the second transaction was also successful at the bank’s end but failed again on the ISC2 platform with the same error.

Key Details:

• Both transactions were confirmed successful by my bank.
• No voucher or confirmation was received from ISC2 after either attempt.
• Error message: “There was an error with your order”
• After the error, I was redirected to: https://www.isc2.org/contact-us

I have submitted a support request with all relevant documents, including screenshots and bank confirmations, but haven’t received a resolution yet.

Request:

I’m hoping ISC2 can urgently issue the exam voucher for one of the successful transactions and refund the duplicate payment, as this is causing unnecessary stress and the exam date is approaching fast.

Has anyone else dealt with this issue? Any advice or escalation suggestions would be greatly appreciated!

Thanks in advance,

Ajesh

[dcontesti]

If you have not reached out to (ISC)2's Management, you should do that first (https://isc2.org/contact-us)

Also, read this chain from a user experiencing a similar issue along with @Kaity's response.

https://community.isc2.org/t5/Exams/Urgent-Help-Needed-Double-Payment-for-CISSP-Exam-No-Response/m-p...

Hopefully, your issue will be resolved soon.

d

[azizalmarfadi]

Hi Ajesh,

You're not alone, I'm facing the exact same issue.

I made two payments for the CISSP exam due to system errors (same “There was an error with your order” message), and both were deducted from my bank. I never received any confirmation, voucher, or order history update.

I opened this post before you:
https://community.isc2.org/t5/Exams/Urgent-Help-Needed-Double-Payment-for-CISSP-Exam-No-Response/m-p...

Still no resolution or meaningful response. I've also:

• Sent 6 emails

• Tried calling UK and US support over 50 times — no one picks up

• Shared bank proof, screenshots, and everything

You're absolutely right to ask for escalation. Let’s keep this visible maybe if more people speak up, they’ll finally prioritize fixing the issue.

Best of luck,
Abdulaziz

[mariatirado]

Hi @azizalmarfadi - thank you for reaching out. We can see in our system that you've been contacted this morning via phone by one of our support agents 🙂 If you have any further questions, please contact our advisors directly. Thanks!

[azizalmarfadi]

Hi Maria,

Yes, I did call multiple times today and eventually requested a callback. One of your team members called me back and was very kind and helpful. She confirmed that my issue is already being handled and that the agent working on it is in touch with the finance team.

She also mentioned that this issue has occurred with other users since the recent website upgrade, and the team is actively working on resolving it. I asked if I could try to purchase the exam again using a different payment method like PayPal, and she said I could go ahead.

I did that, and the PayPal payment was successful. So now I’m just waiting for the finance team to process the refund for the first two failed payments. Hopefully, that will be resolved in the coming working days.

Thanks again for your support.