new userid/email not merging with old userid/email

[mbohman]

Hello. I orginally setup my email/userid using an invalid email account mattbohman@ccc.edu. I wanted to setup my email using the valid email account mbohman@ccc.edu. Later, after completing lessons, I was able to add mbohman@ccc.edu to my profile, and I can now log in using that email, and also respond to 2-factor requests with that email. However, I cannot access the service now learning classes I did when using the email/userid mattbohman@ccc.edu. I tried merging that email with my valid email mbohman@ccc.edu, but it won't allow me to do that. Screen print attached. Do you know why, or where I can get help with this. thanks

[Dr Atul G- LNG]

Hi @mbohman 

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...

[mbohman]

Thanks for the response, Atul. But this is not working for me. After I completed the “Welcome to ServiceNow” courses while logged in using my old ID mattbohman@ccc.edu (which is an invalid email) I decided to update that email to a valid email mbohman@ccc.edu  - by using the Update ID dialog under my profile.

Now when I log in with the valid email mbohman@ccc.edu, I see that the courses I completed are not showing as completed. There’s nothing in “My Learning” that shows I completed these courses, probably because I completed them while logged in under the old ID mattbohman@ccc.edu.

When I try to Merge the old ID mattbohman@ccc.edu with my new ID mbohman@ccc.edu, it wants to verify my old ID mattbohman@hotmail.com by sending a verification code to it. Since it’s not a valid email, I select the option link “show other verification options”. It then prompts me for the password for mattbohman@ccc.edu. When I enter the password, I get error “Email authentication failed. Your merge request can’t be processed”?? Matt

[Dr Atul G- LNG]

Hi @mbohman 

Understood. So, similar to what you explained earlier, here's what you can do in the Now Learning case:

1. Log in to Now Learning.

2. On the top left, click on Help Center.

3. Then, on the top right, click on Create Case.

Log a case with the necessary details and request the Now Learning support team to update it from the backend, especially since the email ID is not valid.