Recovering mycertificate after losing access to my company email

[MatiaD]

I no longer have the login credentials for my old company profile (matia.dippolito@accenture.com) as I have left the company. I am therefore unable to retrieve my latest updated CSA certificate (credential number 171014675). How can I obtain my certificate file? Thank you, i just need the file of the certificate.

[Mark Manders]

Log in to NowSupport and merge the previous account with your current one. They changed the process since I had to do it the last time, but logging a Case would work. What address is your webassessor account related to?

[Dr Atul G- LNG]

Hii @MatiaD 

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...

[Bhuvan]

@MatiaD 

Follow below article to merge accounts

https://learning.servicenow.com/lxp/en/account-employee-training-and-learning-credit-management/chan...

If above does not work, log a Now Learning help center case from below link

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

I would recommend using personal email ID to register for exams so that you have certificates being sent to personal email ID and you can link personal ID with ServiceNow University account and can access all certification details in University account as well.

https://learning.servicenow.com/lxp/en/credentials/link-your-webassessor-account-to-now-learning?id=...

As you might know, ServiceNow are changing exam platform partners from Nov 18, 2025 i.e. from Webassessor to Pearson VUE

https://learning.servicenow.com/lxp/en/credentials/transitioning-from-webassessor-to-pearson-vue-faq...

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan