Unable to access Microsoft Credentials Support to update legal name

To submit a legal name change request for a Microsoft Certification profile that uses a personal Microsoft account, use the Microsoft Credentials Support online request form. This form supports personal accounts and does not require a work or school account.

Follow these steps:

1. Go to the online support request page for Credentials Support: Credentials Support.
2. Under Product family, ensure “Learning” is selected.
3. Under Product or Service, select “Microsoft Credentials”.
4. Select the category that best matches your issue (for example, profile or certification-related).
5. For Types of Support, select Professional No Charge.
6. Enter your location and time zone.
7. Choose Email as the preferred contact method.
8. In the description of the issue:
   • Clearly state that a legal name change is needed on the Microsoft Certification profile.
   • Include the current (incorrect) legal name and the correct legal name.
   • Provide your Microsoft Learn Username (from your Learn profile Settings).
   • Attach screenshots of your profile or any error messages, if available.
9. Submit the case.

After submission:

• A case number will be shown and confirmed via email from ******@mail.support.microsoft.com (check junk/spam folders).
• Credentials Support will contact via email during business hours (5:30 AM–5:30 PM PT).
• Case status can be checked using the Manage tab on the online support request page.

If the Learn profile itself needs updating before or in addition to the certification profile, update the legal name under your Learn profile Settings:

• Go to Microsoft Learn profile settings.
• Follow the instructions to update the legal name.
• If a message appears directing to Certification Support, follow that link and file a ticket as above.

References:

• Credentials support
• Verify or update your company profile information
• How to change your user account name
• I can't sign in to my Microsoft account
• I want to change my legal name to [Moderator note: personal info removed], Currently it is Set as [Moderator note: personal info removed] - Microsoft Q&A [Moderator note: personal info removed]
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