Merge Old ServiceNow ID with new one

[Community Alums]

I have a login that my certificates are attached to, under the email address/ID I had with my employer.

I'm no longer employed by that company, and need access to my certificates and the classes that I registered for, and made progress in.

I used KB0010208 which instructs changing the login associated, but when I enter my password (it is the correct password) for my previous account, I see the message:

"Email authentication failed. Your merge request can't be processed."

I do not have access to my email from my previous employer, so I cannot simply enter the 6 digit authentication code either.

Is there anyone that can assist with this? 

[AparnaSahu]

Hi @Community Alums 

You can create a case on Help Center.

https://learning.servicenow.com/lxp/en/pages/now-learning-help-center?id=nl_kb_home

Thanks and Regards,

Aparna

[Dr Atul G- LNG]

Hi @Community Alums 

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...

[Community Alums]

Those are the exact steps I've been trying, but I still see the error. I'll create a case. Thanks

[Dr Atul G- LNG]

Hi @Community Alums 

If all the steps have been completed, then I’ll wait and raise a case. I’ve heard of a few instances where people lost their credentials due to the account merge or migration