Having trouble changing email on individual SN Account

[Matt Petersen]

I am looking for a contact to assist me in changing the email address associated with a user's individual account (the one utilized to access ServiceNow University et al). For what it's worth, we have utilized all of the information we could find in Community as well as had our Professional Services team for my account look into this. All potential resolutions have not resolved the issue so some direct contact would be great to troubleshoot. Let me know! Feel free to transfer this to a more appropriate board as well @DerekRG @Dan Bruhn 

[Dr Atul G- LNG]

Hi @Matt Petersen 

Below are the steps for merging your accounts:

First, clear your browser cache in Google Chrome and restart.
2. After that, log in to your new Now Learning account using your credentials via this link: https://nowlearning.servicenow.com/.

3.Click on the profile icon (typically showing your initials) in the top-right corner of the Now Learning page and select Update My Profile.

4.Scroll down to the "Identity" section and click on either the Update ID or Merge Old ID link.
If you've created a new ServiceNow ID, click Merge Old ID.
If you have not created a new ServiceNow ID, click Update ID
5. Carefully review the considerations provided.
(If you're ready to proceed, click Yes to submit the merge request, or click No if you'd prefer to continue later)
6.Enter your alternate ServiceNow ID in the provided field and follow the on-screen verification instructions.
(Note: If you're unable to access your email, click the Show other verification options link.)

7.Click Verify. You should then see the "Email Verified" page.

8.Review, Confirm and authorize the merge request details.

9.Finally, click Submit to complete the process. Your merge request is now submitted.
Please note:
Save your request ID for any support or troubleshooting you may need during the process.
The Merge Old ID process may take up to 48 hours to complete, while the Update ID process takes about 4 hours.
Once the process is finalized, you'll receive a confirmation email.

KB Article:
https://nowlearning.servicenow.com/lxp/en/account-employee-training-and-learning-credit-management/c...
https://nowlearning.servicenow.com/lxp/en/account-employee-training-and-learning-credit-management/c...

[Matt Petersen]

thanks for this..... so is it necessary to create the secondary account to accomplish what I want here? Just checking as I didn't think that was a path for success here @Dr Atul G- LNG 

[Dr Atul G- LNG]

Hi @Matt Petersen 

Two things here:

1. To be open and frank — I have my community account linked to my personal ID. The reason is that my personal ID is always with me, even when I change companies.

2. Recently, there have been cases where people tried to merge their accounts from personal to official emails (or vice versa). In doing so, they lost their rank and contributions in the community.

👉 Recommendation:

• Keep your Learning account on your official ID, since that’s what gives you partner portal access.

• Your company also benefits by seeing your certifications and areas of expertise.

• When you change companies, you can always raise a trainer request to move to the new official ID. This way, you don’t lose your community rank or work.

So, you can think and take a decision. But if you just want to change the email ID, then one valid ID is required.

@Jim Poisson  inputs plz.