All community data DELETED by merge process - ALL Correct Answers 150 badge all gone/Can't login

[ifti4jan]

Hello community,

Please help. 

As the web support is not helpful at all so posting here with the hope that someone will read and help with my data. 

I was a part of organization named Cognizant and was leaving the company, so I want to move all my certifications/now learning data from the ID (@cognizant.com) and merge it with my personal gmail ID (@gmail.com).

Just to confirm my case was:

@cognizant.com got all my certifications/vouchers/now learning completed-in progress courses and no community data

@gmail.com this got 150 accepted solution in the last 3-4 months and countless efforts on community, but there is no now learning data here. 

I have gone through this KB throughly and created a case to confirm with ServiceNow and explained my case, the case was created with my @cognizant.com before leaving the company.  The reason I created this case because I was afraid of losing 4-5months/hundreds of hours of efforts on the community.

https://nowlearning.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0010208

I explained the above situation and asked the question below. What is mean by 'current id profile will be completely overwritten by the old id, does it mean firstname/lastname/picture or what', also this is in the column of 'old ID will be ratianed on the new email ID' instead it should be in data lost column atleast for new ID'. 

From the case I have been advised no it won't delete your community data instead it would be merge and I should do that before leaving @cognizant.com. 

https://nowlearning.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0010208

I logged in with @gmail.com and initiate the process as per this KB to move my all now learning data from @cognizant.com to @gmail.com, so I can have my nowlearning and community data under one ID personal ID which is clearly explained and asked in the case from ServiceNow support team. 

https://nowlearning.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0010208

Anyway this merge process was disaster for me and I don't understand why you have to delete community data for target user when you moving community data from User A to User B, the merge has deleted all my community efforts done under my personal ID @gmail.com, I would blaim myself if I won't read this KB article/don't create a case with ServiceNow support team and clarify before merge, their support team should raise this concern immidately no it would delete all your community data under the target ID when I created the case with ServiceNow support. 

All this 4-5 months/hundred of hours of efforts DELETED by the ServiceNow merge process. 

All my 150 posts are showing me as 'Community Alums'

All of this data has been deleted with no backup-recover plans.

It's not finished here, this merge process and deleted my ID and I can't access the community anymore. 

This is the answer from the ServiceNow web support team. So after you screw ALL my community data no one now support that community data. 

The incident created with web support : INC1470202, here is the reply, which means we don't care if you contributed 4-5 months. 

PLEASE NOTE - ServiceNow doesn’t support merged Community accounts, and Now Learning achievements are outside the Web Support Team’s scope.

ALL my community data gone and I can't access/login to community either, I don't think this merge process actually works or tested. 

Please help as the ServiceNow support team is not helpful at all, it's been 3 weeks chasing this everyday and no one really bothers.

@Ankur Bawiskar 

@Dr Atul G- LNG 

@GlideFather 

@Ravi Gaurav 

@adambuj 

@Servicenow 

@Lauren 

@Jordan 

[AndersBGS]

Hi @ifti4jan ,

 it doesn’t help to post here. Create a case with ServiceNow to see if they can help - that is your best option.

[M Iftikhar]

Hi @AndersBGS , @Simon Hendery 

Some times it does help Anders, remember I am not ServiceNow customer or paying them so they can look into my issue as priority to see what actually really happened or care about my data or several months of efforts really.

I was begging the web support team for 3 weeks every single day via emails/incident, not only they don't care about my data, but at one point with the below email reply they said it's ALL GONE and we DON'T support merge account as you can see below, in short good bye and start over again.

After the below email either I should just sit and accept this as a fate or to make some noise/visibility and I am glad I did that, I can't imagine the technology who is built on cloud/24x7/backup doesn't have a backup of their own live system, the day I posted this on last Tuesday tagged SNOW admins/Employees, interestingly it resolved the same day after my post. So it definitely DOES help. 😊

"We apologize for any inconvenience this may have caused. After carefully reviewing the email change request, our thorough investigation revealed that you submitted the email change request while signed in under your abc@gmail.com account, rather than your xyz@cognizant.com account.

The data associated with your abc@gmail.com account has been overwritten. As a result, all posts, comments, helpful badges, and accepted solutions linked to @gmail.com have been closed, leading to data loss.

This is based on the email notification sent (Subject: ServiceNow Email Merge Request Initiated) (ID: UID0025866), and your email response outline below indicates that your ServiceNow account, including the community and all associated data, was originally under abc@gmail.com.

There were specific rules and implications involved in the creation of your email change, which affected how your email change was processed.

A) ServiceNow ID - Email Update/Merge: KB article https://signon.service-now.com/kb_view.do?sysparm_article=KB0010021

 Now Community - Posts, comments, badges, and accepted solutions will be migrated from the old to the new ID. The current ID profile will be completely overwritten by the old ID profile.

B) Knowledge Base: Merging (merge) my email (accounts)

https://nowlearning.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0010208

 All Now Community contributions and accomplishments, including posts, comments, badges, and accepted solutions, will be migrated from the old ID to the new ID. Current ID profile will be deleted.

Your email change history request (ID: UID0025866) request from muhammad.iftikhar@cognizant.com to miftikhar2016@gmail.com was resolved on 2025-10-30. 

PLEASE NOTE - ServiceNow doesn’t support merged Community accounts, and Now Learning achievements are outside the Web Support Team’s scope.  "

[Simon Hendery]

Hi @ifti4jan 

I wondered where you had gone! Sorry this happened, but like @AndersBGS said, contact support and they will help you out. It may just take a bit of time, however.

If you want some evidence that everything will be fine, check out Katerina's story. She lost her entire learning record (including her CTA cert!) but she got it all back in the end:

https://www.linkedin.com/feed/update/urn:li:activity:7387157701899886592/

Hang in there buddy!

[M Iftikhar]

Hi @Simon Hendery 

Thanks for your support buddy. Yes I have seen that story and interestingly I have worked with Katerina at Mars on VR project for almost 3 years in the past.

It was day & night efforts for last 4 months and all gone overnight specially when ServiceNow support team assured me of merge and not delete/overwrite, anyway I am glad I am back finally. thanks for your support.