Certificaton Expired And need Help

[karvelisflowers]

Hello,

I switched companies about a month ago and didn't have access to my service now. I took the exam in September and passed and now that I switched my work account to my personal email, it's saying that it has expired. Who can I reach out to resolve this issue please?

[Deepak Shaerma]

Hi @karvelisflowers 

you will get your certifications back, its still on your old email account. Try these steps to recover them

• Log in to Now Learning with your new personal email.

• Click your Profile Photo (top right) > My profile & settings.

• Look for the "Link Webassessor Account" or "Merge Accounts" section.

• Enter your old work email address (the one you used for the exam).
  
  

If not working then raise a request:

• Log in to Now Learning (with your personal email).

• Go to the Help Center (usually in the header or under the ? icon).

• Click Create a Case.

• Fill in the details:

  • Category: My Account

  • Sub-category: Account Merge / Webassessor Linking

  • Description: "I recently left my company. I have a valid CSA certification under my old email [Old Work Email] and need to transfer it to my current personal account [Your Personal Email]. I no longer have access to the old inbox to verify the merge myself."

Happy to help! ‌‌
To help others in the community find this solution, kindly mark this response as the Correct Answer ‌‌ and Helpful‌‌.
Warm Regards,
Deepak Sharma
Community Rising Star 2025

[Dr Atul G- LNG]

My friend, Web-assessor is no longer in picture.

[Dr Atul G- LNG]

Hi @karvelisflowers 

Did you merge your account? If not, please follow these steps.

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...

[Dr Atul G- LNG]

Hi @karvelisflowers 

If the above solution did not work, please log a Now Learning case with the team, and they will guide you further. There’s nothing to worry about, as the migration has recently moved to the new vendor, Pearson VUE, and there may be some technical issues. It’s best to connect with the Now Learning team for assistance.