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Exam passed but BadgeCert not received

I have passed the certification exam for Design and Architecture almost a month ago and have received an email that confirms that I have passed it on 11/15, but I have not yet received the BadgeCert certificate even though it is supposed to be sent out in 48 hours. I have emailed certification@solarwinds.com several times since then but have received no reply and no explanation. 

Can someone please look into this?