Need AWS Certification Operations Review – Exam Terminated in Error and Account Restricted

Question

Hello AWS Certification Team,

I recently took the AWS Certified Solutions Architect – Associate exam through OnVUE (online proctoring). Before starting, the proctor inspected and approved my workspace through the camera. However, my exam was abruptly terminated with a message saying I “reached or grabbed a prohibited object.” I did not touch or reach for anything during the test.

Pearson VUE confirmed that only AWS Training & Certification can review the exam footage and appeal the resulting online testing ban. Unfortunately, the AWS support chatbot keeps redirecting me back to Pearson VUE, and I’ve received no response from the AWS support after multiple emails.

I am requesting that this case be escalated to the Certification Operations team for review of my proctoring footage and reconsideration of the online testing ban. I would also like the opportunity to personally review the footage or receive a detailed explanation of what was observed that led to the termination, as I strongly believe there was a misunderstanding.

**Exam:** AWS Certified Solutions Architect – Associate  
**:Candidate ID: ‎AWS05525200‎ 
** Registration ID: 519231828
**Exam Date/Time:** 8/24/25 8:30AM CST

Thank you for your time and help,  
Alejandro

re:Post Agent · Answer

I understand your frustration with this situation regarding your terminated AWS certification exam. When an exam is terminated by a proctor, it can be a challenging situation to resolve.

Based on AWS certification policies, proctors are instructed to strictly enforce security measures during exams to maintain the integrity of the certification program. For online exams, candidates must keep their eyes on the computer screen, stay within camera view, and cannot access prohibited items. Any behavior that might appear to violate these rules can result in exam termination.

In your specific case, you'll need to work with both AWS Certification Support and Pearson VUE to resolve this issue. Here are the steps I recommend:

1. Contact AWS Certification Support directly through the official support channel (https://support.aws.amazon.com/#/contacts/aws-training) rather than using the chatbot. Provide your AWS Certification account ID, exam details, and a clear explanation of what happened.

2. Be persistent in your communication with AWS support. Sometimes these issues can take time to resolve, especially when they involve security reviews.

3. Request that your case be escalated to the AWS Certification Security team for review of the proctoring footage. Clearly state that you did not reach for or touch any prohibited items during the exam.

4. If you haven't received a response after several attempts, consider escalating your case to higher levels of management at AWS Training and Certification.

AWS takes certification security very seriously, and they have processes in place to review these situations. While the review process may take time, they should be able to investigate your case and provide a resolution. If your exam was indeed terminated in error, they should work with you to reschedule your exam without additional fees.  
**Sources**  
[Protecting AWS Certification value through security measures | AWS Training and Certification Blog](https://aws.amazon.com/blogs/training-and-certification/protecting-aws-certification-value-through-security-measures/)  
[Internet issue at the test center, reschedule exam impossible | AWS re:Post](https://repost.aws/questions/QUG3HbFAU-QDaFg1NpoNUwMQ/internet-issue-at-the-test-center-reschedule-exam-impossible)

Need AWS Certification Operations Review – Exam Terminated in Error and Account Restricted

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