Subject: Escalation Required – Microsoft Credentials Support Portal Inaccessible

The AI-102 certification cannot be renewed after its June 30, 2026 retirement, but it remains active on your transcript until November 10, 2026; use Engage Center’s tenant switch or personal-tenant sign-in to open a Credentials Support case about the missing access.

Renewal status

Microsoft Certified: Azure AI Engineer Associate and exam AI-102 retired on June 30, 2026.^1^

Because you earned the certification before retirement:

• It remains under Active Certifications until its existing expiration date.
• After November 10, 2026, it moves to Historical Certifications.
• It is no longer available to earn or renew after the applicable renewal assessment has been retired.^1^

Microsoft’s renewal policy provides no alternative renewal method or exception: renewal requires passing the applicable Microsoft Learn renewal assessment before expiration. Retaking an exam or passing a replacement exam does not renew the existing credential.^2^

AI-102 was replaced by Azure AI Apps and Agents Developer Associate (AI-103). Earning that replacement would be a new certification rather than a renewal or extension of AI-102.^3^

Submit the support case through Engage Center

This Q&A forum cannot create or escalate a private Credentials Support case. Credentials Support is email-only, and Microsoft does not document a separate telephone escalation channel.^4^

For the No Access page:

1. In Engage Center, select Switch tenants. Alternatively, select your name → Switch directory.
2. Select Switch beside your own/personal tenant.
3. Once the Engage Center home page loads, open the Credentials Support request again.^5^

If you are using the personal Microsoft account connected to Learn and see a personal-account warning instead:

1. Select Sign in to Microsoft’s tenant for Personal Users or Login to personal tenant.
2. On the next welcome screen, select Login Engage Center.
3. After reaching the home page, reopen the Credentials Support request.^6^

Then complete the request as follows:

1. Set Product family to Learning.
2. Set Product or Service to Microsoft Credentials.
3. Choose the closest certification/renewal category.
4. Select Professional No Charge.
5. Choose Email as the contact method.
6. Include:
   • Your Learn username
   • Certification name
   • Issue and expiration dates
   • A screenshot showing the unavailable renewal option
   • A screenshot of the Engage Center No Access page
   • A request to confirm that the missing renewal action is due to retirement
7. Submit and retain the displayed case number. A confirmation should also arrive from [Email]; check the junk folder.^4^

If Engage Center loads but the support form still cannot be opened, select the question-mark icon at the top, then use How can we help? to request assistance with the Engage Center access problem. That channel handles platform-access issues by email.^7^

Avoid posting your full Credential ID publicly; provide it only inside the private support case.

References

1. Credential retirement
2. Frequently asked questions (FAQs) about renewal
3. June 2026 announcements
4. Credentials support
5. Guest users in Microsoft Engage Center
6. Microsoft account (MSA) users in Microsoft Engage Center
7. Microsoft Engage Center help