My account was inaccessible , i recreated with same email but i dont see my exam certification linked to it anymore

Contact the exam delivery provider shown in your appointment confirmation immediately to reschedule, because creating a new Learn profile with the same contact email does not reconnect the credentials or appointment stored in the original profile.

1. Protect the exam appointment first

Because the original Learn profile is inaccessible, check the exam-confirmation email to identify the provider:

• Pearson VUE exam: contact Pearson VUE Support.
• Certiport exam: contact Certiport Support.

Both are the documented contacts for appointment and scheduling problems ^1^. Have your appointment confirmation and any candidate or registration details available.

Do this as soon as possible. Microsoft requires cancellation or rescheduling at least 24 hours before the appointment; otherwise, the exam fee or company voucher is forfeited ^2^.

If access is restored in time, the self-service path is:

1. Sign in to Microsoft Learn.
2. Select the profile avatar → Profile.
3. Open Credentials → Certifications.
4. Find the appointment and select Reschedule.
5. Complete the change on the provider’s site ^2^.

2. Recover and secure the original Microsoft account

Unknown recovery addresses can indicate that the account’s security information was changed, although their presence alone does not establish who changed it.

1. On a Windows PC, update the security software and run Windows Security → Virus & threat protection → Scan options → Full scan → Scan now before changing the password. On another platform, run its current full security scan.
2. Use Microsoft’s account sign-in helper or recovery process for the original account.
3. After recovering it, change the password and review connected accounts, forwarding, automatic replies, aliases, and security methods ^3^.

If the page specifically says “Your security info change is still pending” or “You can’t access this site right now”:

1. Open the Microsoft account Security page.
2. In the pending-change window, select let us know if you did not make the change.
3. Follow the prompts to report possible unauthorized access.

Replacing all security information places the account in a restricted state for 30 days. Microsoft cannot expedite that period unless the request can be cancelled through the documented process ^4^.

Support agents cannot send password-reset links or directly change account details ^5^.

3. Restore the certification profile

The new account likely opened a different Learn profile. A Learn contact email is not necessarily the login account under which the certification was earned.

Try signing in to Learn with every other personal, work, or school login previously used when registering for the exam. Then check Profile → Credentials → Certifications ^6^.

If the old profile becomes accessible, a profile merge may be possible:

1. Sign in to the profile you want to keep.
2. Select the profile icon → Settings.
3. Under Account Management, select Add Login account.
4. Sign in with the account connected to the other profile.
5. If prompted, review and approve the profile merge.

A merge combines credentials, transcripts, and learning progress and cannot be undone. It is available only when the eligibility conditions are met, including that only one of the two profiles contains a personal Microsoft login account ^7^.

Do not attempt this while the original login remains inaccessible; adding an account requires signing in to that account.

4. Escalate missing credentials separately

If account recovery succeeds but the certifications remain missing—or the original profile cannot be reached—submit a Microsoft Credentials Support request:

1. Select Learning as the product family.
2. Select Microsoft Credentials as the product or service.
3. Choose the closest certification/profile category.
4. Select Professional No Charge.
5. Choose Email and provide your location and time zone.
6. Include the Learn username if known, screenshots of the error, and a concise explanation that a second profile was created after access to the original account was lost ^1^.

Do not post passwords, recovery codes, full email addresses, candidate IDs, or registration IDs publicly.

References

1. Credentials support
2. Reschedule and cancellation policies
3. How to recover a hacked or compromised Microsoft account | Microsoft Support
4. What does “Security info change is still pending” mean? | Microsoft Support
5. How to help keep your Microsoft account secure | Microsoft Support
6. Missing Exams or Certifications
7. Frequently asked questions (profile)