Cannot log into Now Learning after account rename (Dev and Communites are ok)

[peterholdsworth]

Hi after changing from peter.holdsworth@bs.nttdata.com to peter@alchemist-it.uk i can no longer log  into Now Learning.

I can log into Developer and Communities, but after entering my MFA on Learning, it just loops round trying to log me in, like the SSO is happy, but there is no matching Learning account. I have certifications and vouchers I need to access to prove, which now cannot be seen in the Verification Portal. All my SURF tickets are being closed as they dont seem to be receiving my email. Any help appreciated as this will cost me roles as a contractor.

[Nikhil Bajaj9]

Hi @peterholdsworth ,

Please rasie a case with Servicenow. Whom to contact info can be found here:-

https://www.servicenow.com/community/training-and-certifications/useful-information-whom-to-contact-...

@David , @Dan Bruhn  - see if you can help him.

Looping Community Admins as well. I fmy answer helped you in anyways, mark it solution accepted and helpful.

Regards,

Nikhil Bajaj

[Dr Atul G- LNG]

Hi @peterholdsworth 

If you changed the account, you might have missed some steps here

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...

[Jim Poisson · Accepted solution]

Peter try your alchemist-it.uk account now.

[peterholdsworth]

Amazing! Thanks. 

What needed to be done please? Just for reference for others who might get this?

[Jim Poisson]

Your new account was showing as locked out and not active. While your old account was still showing active. Not sure how it got in that state, I have folks looking into that, but to get you moving we manually updated your new account.