When You Should Contact Pearson
Pearson is responsible for delivering The Open Group exams. In many cases self-service is available via your Pearson account, accessed via The Open Group Take Exam page. You should contact them if you experience:
Technical issues (OnVUE remote exams)
- Problems launching the OnVUE app
- System test failures
- Camera/microphone not detected
- Stuck during check‑in
- Unable to connect to a proctor
- Exam freezes, disconnects, or ends unexpectedly
Scheduling or appointment issues
- Need to reschedule or cancel (self-service available via the online Pearson account)
- Incorrect exam time or time zone
- Exam not appearing in your Pearson account
- Duplicate bookings
Test centre issues
- Centre closures
- Equipment failures
- Being turned away
- Noise or environmental problems
ID verification issues
- ID not accepted
- Name mismatch
- Problems uploading ID photos
How to Contact Pearson
Pearson support information is available at: http://pearsonvue.com/theopengroup/contact/
Information You Should Have Ready
When contacting Pearson, ensure you have your:
-
Candidate ID
- This is available in your Pearson account, accessed via The Open Group Take Exam page:
https://www.opengroup.org/take-exam
- This is available in your Pearson account, accessed via The Open Group Take Exam page:
Having your Candidate ID ready helps Pearson quickly locate your record and provide faster assistance.
Case Creation
If your exam fails to launch or is interrupted, Pearson will create a case number.
You must obtain this before contacting The Open Group for rescheduling
When to Contact The Open Group Help Desk Instead
Contact The Open Group only for:
- Certification questions
- Voucher issues
- Policy queries
- Rescheduling after a verified technical issue (case number required)