When to Contact Pearson VUE

You should contact Pearson VUE OnVUE Support if:

• The system test passes but check‑in still fails
• The OnVUE app crashes repeatedly
• You cannot connect to a proctor
• You are stuck in a loop (e.g., “Waiting for agent”)
• You are locked out after multiple attempts

Pearson VUE is the only party that can:

• Diagnose OnVUE technical issues
• Restart a session
• Determine whether the exam can proceed
• Issue a case number for rescheduling

Pearson VUE support information is available at:
http://pearsonvue.com/theopengroup/contact/

Important: 
The Open Group cannot troubleshoot or override OnVUE technical failures.

When to Contact The Open Group

You should contact The Open Group only after Pearson VUE has issued a case number.

The Open Group can assist with:

• Rescheduling due to verified technical issues
• Exam vouchers or booking corrections
• Confirming exam status after a failed check‑in
• Reviewing Pearson VUE case notes

You must provide:

• Pearson VUE case number
• Exam name and registration ID
• Date/time of the attempted check‑in
• Description of the issue