FAQ
This article answers common questions about the Alibaba Cloud certification process.
FAQ index
Category | Question |
Fees
Are there any discounts for purchasing a certification?
The price displayed on the official purchase page is final.
Can I get an invoice for my certification purchase?
An Alibaba Cloud main account registered to an individual cannot issue a company invoice. For company reimbursement, we recommend using a company account to purchase authorization codes. You can then distribute these codes to employees, who can activate them with their personal accounts to take the exam.
For more information, see Request an invoice.
Can I use my Alibaba Cloud certification for a personal income tax deduction?
Alibaba Cloud Clouder, ACA, ACP, and ACE certificates are not included in the National Professional Qualification Directory and therefore do not qualify for the "professional qualification continuing education" personal income tax deduction.
Certification questions
What are the ID requirements for taking a certification exam?
You can use any of the following valid documents to take an exam:
Resident ID Card of the People's Republic of China
Resident Permit for Hong Kong, Macao, and Taiwan Residents
Foreign Permanent Resident ID Card
Passport
Are there any account restrictions for taking an exam?
To register for an Alibaba Cloud Certification exam, you must use a personal Alibaba Cloud main account that has completed real-name verification. Company main accounts and RAM users (sub-accounts) are not eligible.
Can I review the questions I answered incorrectly after the exam?
No, this service is not available.
Can my account be added to a customer-specific training course?
No. General users cannot be added to customer-exclusive training courses.
Where are the exam locations?
Online exams: The official Alibaba Cloud Certification website.
Offline exams: Delivered by Prometric testing centers. To find a Prometric offline exam location, see Prometric Test Center Locator.
Are the certification exams online or offline?
Clouder: online exam
ACA: online exam
ACP: offline exam
ACE
Written test: offline exam
Lab: offline exam
Interview: online exam
Lab operations
I disagree with my lab score. Was there a grading error?
To ensure accurate grading, strictly follow the lab manual during the exam. Do not customize the following:
Use the account and password provided in the lab to log on to the console.
Ensure all parameters match the provided example values.
Why did I get a "permission denied" error during my lab?
Please submit a ticket.
Video courses
What if videos will not play?
Follow these troubleshooting steps in order:
Try accessing the page with a different browser. We recommend using Chrome.
Open a new incognito mode window (Windows: Ctrl+Shift+N / Mac: Command+Shift+N) and try again.
Clear your browser's cache and refresh the page.
If none of these steps work, try playing the video on a different device, such as another computer, a mobile phone, or a tablet.
Exam environment
The following environment requirements apply only to Clouder and ACA certification exams. They do not apply to offline exams at Prometric testing centers.
What are the computer requirements for the exam?
Use a personal computer. Do not use a mobile phone or tablet. Corporate computers often have network restrictions or permission controls that can interfere with the exam.
Use a real physical device. Do not use emulators, cloud phones, or application cloning tools, as these may be flagged as high-risk environments.
Use your device's built-in physical camera. Do not use virtual camera software like OBS Virtual Camera or ManyCam.
Do not use a rooted (Android) or jailbroken (iOS) device. Also, avoid using tools that modify device information, as these devices will be marked as unsafe environments.
What are the network requirements for the exam?
Ensure you have a stable network connection and that the exam application or page is up to date. A weak network connection or prolonged inactivity on the page can cause the security token to expire. We recommend refreshing the page before the exam to ensure the environment loads correctly.
Do not use a VPN, network proxy, network accelerator, or virtual location tool. Use a real network environment and physical location during the exam. Disable all proxy, accelerator, and location-spoofing software.
What are the browser requirements for the exam?
Use a standard browser, such as Chrome, and disable all plug-ins and extensions. Before the exam, we recommend disabling or uninstalling third-party tools like ad blockers, translators, and script managers to avoid triggering security checks.
Make sure cookies are enabled in your browser. Otherwise, the system cannot recognize your exam session.
Do not use incognito mode (private mode), as it will cause the exam environment check to fail.
What actions are restricted during the exam?
Do not switch away from the exam window. This includes minimizing the browser, switching tabs, or resizing the window. Disable any secondary monitors and use only your primary display. Avoid using keyboard shortcuts to prevent accidental actions.
Do not open the browser's developer tools (F12 or console). This action is considered abnormal and may cause your exam to be terminated.
Do not use automation tools or scripts such as auto-clickers, macro recorders, or Auto.js. The system detects and flags abnormal user behavior patterns.
What if verification or facial recognition fails?
Do not try to verify repeatedly. 3 to 5 consecutive failures may trigger a temporary security block. We recommend waiting 30 to 60 minutes before trying again. If the issue persists, please submit a ticket.
Follow these troubleshooting steps in order:
Check your device.
Confirm that your computer's physical camera is on.
Make sure the verification system has full camera and microphone permissions.
Log on to the Alibaba Cloud Certification Exam Device Test page to check if your device is working correctly.
Check your browser.
Check your browser's camera permissions. For Chrome (recommended), go to Settings > Privacy and security > Site Settings > View permissions and data stored across sites. Find edu.aliyun.com and allow camera access.
Uninstall browser plug-ins or close high-risk software to ensure a secure device environment.
If the issue persists, log out of your current account and try again with a different browser.
Check your facial recognition environment.
Ensure your face is evenly lit. Avoid strong direct light or backlighting.
Remove masks, hats, and sunglasses. Make sure your hair does not cover your eyebrows or eyes.
Follow the on-screen prompts to turn your head or blink slowly. Do not move too quickly.
Check your network.
Try switching networks (for example, from Wi-Fi to 4G/5G).
Other issues.
If the system recognizes your name incorrectly, please submit a ticket.
"System error" during verification?
You need to upload your ID document again. Follow these requirements when photographing your ID:
Avoid taking the photo in direct or bright light to prevent glare.
Make sure the text and photo on the ID are clear and legible.
Ensure the entire ID is visible in the frame. Do not cover or crop any part of it.
If the issue persists, please submit a ticket.
Exam registration
How many exam attempts per purchase?
Clouder
Basic Edition: You can claim this certification once for free, which gives you two exam attempts upon activation. If you use both attempts, you can claim it again for free.
Advanced Edition: A single purchase (one authorization code or one certification) gives you two exam attempts upon activation. If you use both attempts, you must purchase the certification again.
ACA: A single purchase (one authorization code or one certification) gives you two exam attempts upon activation.
ACP: A single purchase of an authorization code gives you one exam attempt upon activation.
ACE: You must complete all three exam stages (written test, lab, and interview) within one year from the activation date of the written test authorization code. If you do not complete all stages within this period, your certification eligibility expires. We recommend passing each exam stage before purchasing the authorization code for the next one.
Written test: One authorization code purchase provides one exam attempt.
Lab: One authorization code purchase provides one exam attempt.
Interview: One authorization code purchase provides one exam attempt.
Why can't I find my exam score?
For the ACP and ACE written tests, you will receive your score immediately after the exam. However, it may take 2 to 3 business days for the score to appear.
How do I retake an exam?
You can retake the exam. You must wait 2 to 3 business days for your previous score to be updated before you can register for a retake.
Can I request a makeup exam or a free retake?
No, free retakes are not offered. To retake the exam, you must purchase a new authorization code or buy the certification again.
How to correct my registration information?
Submit a ticket or email the Alibaba Cloud Certification team. For details, see Contact Us.
What if my ID is not recognized?
Follow these requirements when photographing your ID:
Avoid direct or bright light to prevent glare.
Make sure the text and photo on the ID are clear and legible.
Ensure the entire ID is visible in the frame. Do not cover or crop it.
If the issue persists, please submit a ticket.
Why can't I find my redeemed certification?
Once redeemed, an authorization code is bound to your account and is non-transferable. Ensure you are logged on to the correct Alibaba Cloud main account. Go to the My Certifications page and check the tabs for different certification types to find your exam.
Certificates
Incorrect name on certificate?
Submit a ticket or email the Alibaba Cloud Certification team. For details, see Contact Us.
Can I request a paper certificate?
Alibaba Cloud Certification provides only electronic certificates (in English).
New certificate ID after recertification?
When you pass a recertification exam for an expiring or expired certificate, you will receive a new certificate with a new certificate ID. The original certificate becomes invalid upon its expiration date.
Why can't I find or download my certificate?
Reason 1: You are logged on to the wrong account.
Go to the Certificate Verification page and use the ID information you submitted for the exam to find your certificate ID.
Submit a ticket or send an email with your certificate ID. The Alibaba Cloud Certification team will help you find the Alibaba Cloud account associated with your certificate.
Log on to the correct account to find and download your certificate. On the My Certifications page, find your certification and download the certificate.
Reason 2: It is a legacy certificate.
If you have an older certificate that is not archived in our database, it cannot be downloaded.
Reason 3: The certificate was issued outside of the China site.
If you cannot find your certificate information on the China site, check if it was issued by the international site.