Duplicate Profile Issue - Cannot see my scheduled AZ-104 exam

Submit a Microsoft Credentials Support request to have the duplicate certification profiles reconciled and the active AZ-104 appointment associated with the Learn profile you use; Pearson VUE has already confirmed that this is a profile issue rather than an appointment-scheduling issue. ^1^

Submit the merge request

1. Open the Credentials support page and select online support request.
2. In the request form, select:
   • Product family: Learning
   • Product or Service: Microsoft Credentials
   • Category: The closest profile/certification-profile option
   • Type of Support: Professional No Charge
   • Preferred contact method: Email
3. Include:
   • Your Microsoft Learn username, available under Learn profile → Settings
   • Both Candidate IDs
   • Which profile currently appears in your dashboard
   • Which Candidate ID contains the November 6, 2026 AZ-104 appointment
   • The email address used to sign in
   • The Pearson VUE confirmation or registration/order number
   • A screenshot of the confirmation email and a screenshot showing the missing appointment
   • A note that Pearson VUE identified duplicate profiles and directed you to Microsoft for the merge
4. Ask support to preserve the active appointment while merging or linking the certification records.
5. Keep the case number and reply to the support email if identity or ownership verification is requested.

Credentials Support is provided through email, not by phone. Similar duplicate-profile cases involving missing upcoming exams are also directed to the dedicated credentials support channel. ^2^

Do not post full Candidate IDs, registration numbers, confirmation emails, or other personal details publicly. Edit this Q&A post to remove the Candidate IDs already included and provide them only in the private support request.

Conditional self-service merge

If you can sign in to both Learn profiles—and only one of them contains a personal Microsoft login account—Microsoft documents a self-service merge:

1. Sign in to the Learn profile you want to keep.
2. Open Profile → Settings → Account management.
3. Select Add login account.
4. Add a login account associated with the other Learn profile.
5. When Learn detects that the login belongs to another profile, approve the merge.

The merge combines learning progress, credentials, and transcripts, removes duplicate content, and cannot be undone. It is cancelled if the resulting profile would exceed five linked work or school accounts. ^3^

If you cannot access both profiles, both profiles contain personal Microsoft login accounts, or the merge prompt does not appear, do not delete either profile or schedule another exam. Continue with the Credentials Support request so the existing appointment is not disrupted.

After support completes the correction, sign in to Learn and open Profile → Credentials. Scheduled appointments can be managed or started from the associated Learn profile. ^4^

References

1. Credentials support
2. Please merge two profiles - Microsoft Q&A
3. Frequently asked questions (profile)
4. Register and schedule an exam