Developer-Confirmed Account Bug Blocking CISSP Voucher Purchase – No ETA Provided

[Cecilia_]

Hi, this is my first time posting here regarding an ongoing issue that has been extremely difficult to resolve.

Over the past 3 weeks, I have made multiple phone calls, opened three support cases, and exchanged numerous emails regarding a checkout problem affecting my account.

In short, the CISSP voucher purchase page continuously loads when attempting to retrieve my personal information, preventing me from completing the transaction. After inspecting the network requests, I suspected a session management issue. Support later confirmed, through their developer, that there is indeed a system bug affecting my account.

I was informed that there is currently no ETA for a fix. I have already waited two weeks in good faith.

The only workaround suggested was wire transfer, which would incur additional fees and may take more than three weeks to process. Given that the exam itself is already expensive, I struggle to understand why I should bear extra cost and delay due to a confirmed system-side issue.

This situation has significantly disrupted my planned exam timeline. I am simply asking for a fair and reasonable resolution.

I would greatly appreciate guidance from ISC2 staff on how this can be addressed.

[Cecilia_]

Case number : 04274308

[Cecilia_]

Update on my case:
I was told on Feb 24 and Feb 26 that the sales department would contact me within 1–2 days to proceed with the payment. It has now been over two weeks, and I have not received any follow-up.

During this time, I have made more than 10 phone calls, opened multiple support cases, posted in the forum, and sent numerous emails trying to resolve this issue. At this point, it unfortunately feels like my case is being completely ignored.

Support also confirmed that the issue affecting my account is due to a system bug, but I have not seen any indication that the developer team is actively working on a fix.

I would really appreciate ISC2 staff stepping in to clarify what the next step is, as this situation has significantly delayed my plan to take the CISSP exam.

[Cecilia_]

Additional context on my case:
I first reported this issue at the end of January, and it is now already March. The CISSP voucher purchase problem on my account has been confirmed as a system bug, yet there has been no fix or clear resolution so far.

Throughout this process, I have suggested what seems to be the simplest workaround: creating a temporary second account to complete the purchase and later merging the account information.

I understand that ISC2 normally does not allow multiple accounts, and I respect that policy. However, given that this issue has been ongoing for over a month due to a confirmed system-side problem, it seems reasonable to allow such a workaround to prevent further cost and delay for the candidate.

I have seen similar solutions approved in other cases with support’s permission, yet this option has not been considered for my situation.

At this point, I am simply asking for a practical and fair resolution so I can proceed with my CISSP exam.

[kjohnson_cx]

Thank you for reaching out via the ISC2 Community

Thank you for sharing the update, and I’m sorry for the continued frustration this has caused. I understand how important it is for you to move forward with scheduling your CISSP exam. I am currently reviewing the status of your case internally and will work with the appropriate teams to help move this toward a resolution as quickly as possible.

I have also reached out to you via private message and provided my direct email, so please feel free to contact me there as well if needed while we continue to look into this.