Unable to Access ServiceNow Certifications After Losing Outlook Email Access

[Tejas Adhalrao]

Hi,

I previously completed my ServiceNow certifications using my company Outlook email account. Recently, I left the company and no longer have access to the company Outlook mailbox/email account.

Because of this, I’m unable to log in to:

• Now Learning
• Certification profile

I would like to know:

• How can I recover my certification account?
• Is it possible to transfer certifications to my personal email address?

Also, is there any official way to get help directly from ServiceNow support for certification account recovery and email migration?

If anyone has faced this earlier, please share the process or support contact details.

Thank you.

@Sarah G_  @SarahJ  @Ankur Bawiskar  @Dr Atul G- LNG  @Aliaksandr Asta  @Jay-ServiceNow  @servicenowkevin  @servicenow 

[Dr Atul G- LNG]

Hi @Tejas Adhalrao 

Sadly, to hear your case—and to be frank—the account merging process in ServiceNow is a very gray area. Many people have lost community points due to merges as well.

So, what I suggest going forward is:

• Keep your certifications on your official ID.
• Keep your community activity on your personal account.

As you have already done so, please drop an email to web_support@servicenow.com to proceed further.

@Jim Poisson  need your help possible.

[Dr Atul G- LNG]

Hi @Tejas Adhalrao 

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...

https://learning.servicenow.com/lxp/en/account-user-training-and-learning-credit-management/change-m...

https://learning.servicenow.com/lxp/en/account-user-training-and-learning-credit-management/account-...

[GlideFather]

ahoy @Tejas Adhalrao,

what you can do is to click this "Need assistance with sign in?" button upon login:

That should give you chance to create a case while your account is inaccessible. Or I remember that some time ago it saved me from a similar situation like you are in now.

This is to restore the access to your profile and then you can merge or maintain as per your need.

Good luck with the restoration.

[Jim Poisson]

@Tejas Adhalrao If you haven't already create a new University account with a your new email (personal or new employer). After doing that, create a case in University using the help center to merge your old employer account with your newly created account. Let them know you no longer have access to your old work account. 

[Tejas Adhalrao]

Hi @Jim Poisson , I already have my personal ServiceNow account. However, I am not able to access my old work account because it is locked and I no longer have access to that employer email. Please help me merge my old work account with my personal account.