Contact the Commission.
Most account problems can be solved in the portal without contacting anyone. If you still need help, here is what to include so it can be handled in one reply.
Before you write
Before you can renew your certification or register for a test, you need an account in the portal. If you have been certified with us before, use Forgot Password in the portal and make sure your profile is fully complete.
If you are not in the system, the Commission cannot look up an account, and so cannot help with a record that does not exist yet.
Go to the portal and choose Forgot Password.
Sign in and complete every field in your profile.
Only then email us if something is still wrong.
What to include
When writing about an exam, include the applicant name, the date the exam was taken, and the last four digits of the social security number. That is enough to locate the record without a back and forth.
The Commission will never ask for payment by phone, and never asks for payment credentials by email. All payments go through the portal.