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ERROR_VUE_WIDE_BLOCK when scheduling exam AB-620 — Pearson VUE confirmed an account block but cannot remove it
Daniel Dellaspora
0
Reputation points
Note: this is a Microsoft Certification exam scheduling issue (AB-620). There is no certification-specific tag available, so I selected the closest one.
I am unable to schedule exam AB-620 (Designing and Building Integrated AI Solutions in Copilot Studio).
Every attempt to schedule from Microsoft Learn redirects me to:
learn.microsoft.com/unexpected-error?s=ERROR_VUE_WIDE_BLOCK
WHAT CAUSED IT
I started a payment for the exam that did not complete, because of my bank's verification process. Since then, scheduling is blocked.
WHAT I HAVE ALREADY TRIED
- Pearson VUE live chat: the agent explicitly confirmed "As I can see there is a block in your account." However, the agent could not tell me the reason, could not remove the block, and could not open a case. I was only referred to the reservation line.
- I cannot reach the reservation line from Brazil:
- 0800-047-4679 (Brazil, toll-free) — does not complete from a mobile line
- 855-542-6924 and 800-511-6951 — US toll-free, not dialable from Brazil
- +1-408-636-0234 — "call could not be completed" from my mobile carrier
- Pearson VUE's self-help portal has no option to submit a written case, only "View contact information". The virtual assistant has no unblock path either.
- Tested in normal and incognito windows, in different browsers, signed in with a personal Microsoft account.
WHAT I NEED
Could someone from the Microsoft Credentials team help remove the Pearson VUE block on my account, or route this to the team that can? I can provide my Pearson VUE candidate ID and account email privately.
Exam: AB-620 - Designing and Building Integrated AI Solutions in Copilot Studio
Country: Brazil
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Aurora Villasana Hernandez 0 Reputation points2026-08-24T21:11:08.0566667+00:00 Could you solve the problem . Im trying to do the same. Just i got an email from the agentes via chat live
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Answer recommended by moderator
Julian Sharp
43,431
Reputation points
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Daniel Dellaspora 0 Reputation points
2026-08-07T21:22:31.4033333+00:00 Update (still unresolved):
ERROR_VUE_WIDE_BLOCK appears to be a block placed on the Pearson VUE account.
In my case it started after a payment attempt failed during my bank's
verification step.
Pearson VUE live chat confirmed the block ("As I can see there is a block in
your account") but could not tell me the reason, could not remove it, and
could not open a case — they only refer you to the reservation line by phone,
which I could not reach from Brazil. Their self-help portal has no written
case form either.
Following the suggestion above, I was able to open a case with Microsoft
Credentials Support: aka.ms/credentials-support → sign in to Engage Center →
Product family: Learning → Microsoft Credentials → Exams → Registration or
Scheduling. Worth noting this works with a personal Microsoft account, even
though the landing page asks about tenants.
The case is open, but the block has not been removed yet. I will update this
thread with the outcome.