# Certification support team is unresponsive **URL:** \ **Category:** Elastic Observability\ **Created:** [March 16, 2026, 9:27am UTC](https://discuss.elastic.co/t/certification-support-team-is-unresponsive/385461 "2026-03-16T09:27:04Z")\ **Posts on this page:** 3\ **Page:** 1
**Author:** ![riyaz3az](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/riyaz3az/32/146336_2.png) [@riyaz3az](https://discuss.elastic.co/u/riyaz3az)\ **Post date:** [March 16, 2026, 9:27am UTC](https://discuss.elastic.co/t/certification-support-team-is-unresponsive/385461/1 "2026-03-16T09:27:04Z")
I have purchased the Elastic Observability Engineer exam with my official email account and our email security team is blocking the emails from TrueAbility, in order to change the email address, I’m trying to reach [certification@elastic.co](mailto:certification@elastic.co) since Saturday but there's no response from them. Anyone faced similar issue? How do I escalate this for faster resolution? Thanks in advance ---
**Author:** ![Tortoise](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/tortoise/32/147587_2.png) [@Tortoise](https://discuss.elastic.co/u/Tortoise)\ **Post date:** [March 17, 2026, 5:53am UTC](https://discuss.elastic.co/t/certification-support-team-is-unresponsive/385461/2 "2026-03-17T05:53:20Z")
Hello @riyaz3az Welcome to the Community!! You should ideally receive reply from them with 2-3 working days. I had sent an email to this id in the past & had received response in above time frame. Thanks!! ---
**Author:** ![riyaz3az](https://sea2.discourse-cdn.com/elastic/user_avatar/discuss.elastic.co/riyaz3az/32/146336_2.png) [@riyaz3az](https://discuss.elastic.co/u/riyaz3az)\ **Post date:** [March 17, 2026, 6:05am UTC](https://discuss.elastic.co/t/certification-support-team-is-unresponsive/385461/3 "2026-03-17T06:05:23Z")
Thank you @Tortoise I have received the update from the team few hours after I have posted this query. Thank you for the support!