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renua961403
New Participant
Oct 30, 2026 9:17 AM UTC
Question

Seeking Escalation: Exam Blocked by Prometric Glitch (Incident logged: 08760618)

"Hi Community Managers, I need urgent assistance escalating an exam ticket. Two days ago, my certification exam completely glitched out during the Prometric biometric check-in, preventing me from launching the test. Prometric has issued me Incident Number [08760618]. I have emailed the full details and photo evidence to certifications@appian.com but haven't received a reply. Could a community admin please help route this to the Academy team? Thank you!"

4 replies

mathieud0001
mathieud0001
Genius
Oct 30, 2026 10:33 AM UTC

Not sure this community is monitored that much. You could also try escalating via your partner manager (partner) or sales rep (customer).

renua961403Author
New Participant
Oct 30, 2026 10:36 AM UTC

​@mathieud0001 - Have done that but Appian has not responded with any solution. All I keep getting is acknowledgement emails stating it will take 2 business days to respond. Its been more than 2 business days for sure.

jessi.mielke
Employee
Oct 30, 2026 1:30 PM UTC

Your message dated October 28 should have received a response today.

Our team supports a large number of users and works diligently to respond as promptly as possible. This process is made more challenging when multiple messages are sent through different communication channels, as it can lead to duplicate requests and make it more difficult to track and prioritize responses.

We appreciate your patience. 

    renua961403Author
    New Participant
    Oct 30, 2026 1:54 PM UTC

    Thanks for the response ​@jessi.mielke. I have been communicating with Appian only via email and have been quoting the same incident id in all my communication for easier tracking. Yes, I might have sent more than one message to provide more evidence for the glitch I faced, is that going to delay any responses from Appian?

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