Error while merging id

akshaygadew · ‎01-02-2026

Hi team,

i was trying to merge the old id with my company id , while merging i am getting this error. Please help me on this

i have attached the screenshot.

Dr Atul G- LNG · ‎01-02-2026

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...

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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View solution in original post

akshaygadew · ‎01-02-2026

Thank you team ,

I received an email on my new company where i need to set up an Multi factor authentication. after that the error is gone and merging request is submitted.

Community Alums · ‎01-18-2026

Hi @akshaygadew Did you get the solution to this problem?

Community Alums · 2 weeks ago

Hi Team,

I am attempting to merge my old partner account with my new one to transfer certifications associated with my previous employee email account.

However, I am encountering a significant hurdle with the verification process. I no longer have access to my previous company's email account, which is required for verification.

The only alternative verification option provided is to use the old password for the previous email address. Despite entering what I believe to be the correct password, I consistently receive an "email verification failed" error.

I have attached a screenshot for your reference, illustrating the error message.

Could you please advise on how I can proceed with this account merge, given my lack of access to the old email and the failure of the password verification option? Alternatively, please let me know if there is a specific process for raising a formal support ticket for this issue.

Thank you for your assistance.

Dr Atul G- LNG · 2 weeks ago

Hi @Community Alums

web_support@servicenow.com

Drop email to team.

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

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Community Alums · 2 weeks ago

thanks for sharing the details, I have sent an email to them.