My old profile and new profile got mixed up

If the old and new Learn profiles were mixed up, the fastest self-service checks are:

1. Sign in to Microsoft Learn with every login account that may have been used for exams or Learn activity, including both personal Microsoft accounts and work or school accounts.
2. In the signed-in profile, open Credentials or Certifications and verify whether the missing certifications appear there.
3. If the certifications are on a different Learn profile, use account management to add the other login account. If that login account is associated with another Learn profile, it triggers a profile merge.

Important details about profile merge:

• Merging combines learning progress, credentials, and transcripts into one profile.
• Duplicate content is removed.
• The merge cannot be undone.
• The merge is canceled if it would exceed the limit of five work or school login accounts.

If the certifications are still missing after checking all possible sign-in accounts, contact Microsoft Credentials Support.

To submit a support request:

1. Go to the online support request.
2. For Product family, select Learning.
3. For Product or Service, select Microsoft Credentials.
4. Choose the category closest to the issue.
5. For Types of Support, select Professional No Charge.
6. Enter location and time zone.
7. Select Email as the preferred contact method.
8. In the case details, include:
   • a clear summary of the profile mix-up
   • the Learn Username from Settings
   • screenshots of any errors or missing credential pages

Support for credentials is provided through email, not phone. After submission, a case number is shown and also sent by email.

• Frequently asked questions (profile)
• Missing Exams or Certifications
• Credentials support