Certificates not showing after name change - profile merge request

Merge the profiles from the Learn profile you want to keep by adding the other profile’s login account; this combines credentials and transcripts, but the merge is irreversible.

Merge into the current profile

This standard procedure applies when only one of the two profiles contains a personal Microsoft account:

1. Sign in to the current Learn profile that you want to retain.
2. Select the profile icon in the upper-right corner, then Settings.
3. Under Account Management, select Add login account.
4. Sign in using the account associated with the older profile.
5. Because that login belongs to another Learn profile, Learn should initiate a Profile Merge.
6. Review the destination carefully and approve the merge.
7. After completion, open Profile → Credentials → Certifications and check that all three credentials and the transcript are present.

The merge combines learning progress, credentials, and transcripts; duplicate content is removed, and all login accounts remain usable. It cannot be undone. A merge is supported only when no more than one of the profiles contains a personal Microsoft login account.^1^ ^2^

Do not delete either profile. Deleting a Learn profile permanently removes its credentials and other Learn data.^1^

If both profiles use personal Microsoft accounts

Two profiles that each contain a personal Microsoft account cannot be merged directly. If you have access to a genuine work or school account, use it as a temporary bridge:

1. Sign in to the older Learn profile.
2. Open Settings → Account Management → Add login account and add the work or school account.
3. Sign out, then sign in to Learn through that work or school account.
4. In Account Management, remove the older personal login account.
5. While still signed in through the work or school account, select Add login account and add the personal account for the current profile. This triggers the profile merge.
6. After verifying that the credentials appear in the retained profile, optionally remove the work or school login account.

This workaround is identified in Microsoft Q&A moderator guidance as a self-managed operation; Microsoft does not perform the two-personal-account merge on the user’s behalf.^3^

A work or school account is required for that bridge procedure. If none is available, the published guidance does not provide a guaranteed support-assisted merge method; contact Credentials Support to confirm what recovery or consolidation options apply to the profiles.

Set the certificate name correctly

Microsoft Learn has two separate name fields:

• Display Name appears on the public profile, certificates, and transcripts.
• Legal Name is used for exam identity verification and must match the government-issued ID presented at the exam appointment.^2^

To show “Mohammed Riyan” on certificates:

1. Sign in to the retained profile.
2. Open Profile icon → Settings.
3. Under Personal info, username, and URL, set Display Name to the required certificate name.
4. Select Save.

Separately, check the Legal Name in Settings. If an exam is already registered or Learn displays a message requiring review, follow the displayed support link and submit a Credentials Support ticket; support approval is required in that situation.^4^

If a credential remains missing

After the merge, submit a Credentials Support request if any earned credential or exam result is absent. Include, as applicable:

• Retained and former Learn usernames
• Credential names and achievement dates
• Exam or credential identifiers
• Exam confirmation or score report
• Screenshots of Credentials → Certifications
• A concise explanation that the credential remains missing after the profile merge

These details are recommended to help support locate the records; they are not documented as a mandatory checklist. Do not post account email addresses, certificate numbers, candidate IDs, or identity documents publicly. Certification/profile issues are handled through Credentials Support rather than the general Microsoft Q&A forum.^5^

References

1. Frequently asked questions (profile)
2. Managing your Microsoft Learn profile settings
3. Request to Merge Two Personal Microsoft Learn Profiles / Transfer Certifications Body - Microsoft Q&A
4. Credentials support
5. AZ-204 Certification Not Displayed After Name Change - Microsoft Q&A