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AZ-104 Exam Passed but Certificate Missing Due to Multiple Learn Accounts
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Rudresh Gowda D
0
Reputation points
I passed the AZ-104 exam successfully using my personal email, but my certificate is not appearing in Microsoft Learn due to multiple certification profiles. My first exam attempt was booked with my company email and was terminated by the proctor before the first question appeared due to eye movement. I later rebooked the exam using my personal email and passed. Because of this, two Microsoft Learn accounts were created. I have already merged the accounts, but the passed AZ-104 exam and certificate are still missing from my primary profile, even though the exam shows as passed in Pearson VUE. I am also unable to find the correct Microsoft Certification Support contact or submit a support request, as the links are not accessible on my side. Kindly guide me on the correct channel to contact Microsoft Certification Support or help escalate this issue so my passed AZ-104 certificate can be properly linked to my primary Microsoft Learn profile.
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Julian Sharp 14,091 Reputation points2026-01-18T14:18:49.1066667+00:00 -
Rudresh Gowda D 0 Reputation points
2026-01-18T14:22:21.69+00:00 Thank you for the response. I have already linked and merged my work and personal Microsoft Learn profiles yesterday by following the provided documentation. However, even after the merge, my passed AZ-104 exam and certificate are still not visible in my primary Learn profile. The exam continues to show as passed in Pearson VUE. Could you please advise how long it typically takes for the certification to reflect after merging, or help escalate this to Microsoft Credentials Support for manual linking if required? I am happy to share my exam registration ID and both email IDs for verification.
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Julian Sharp 14,091 Reputation points
2026-01-18T14:29:14.4333333+00:00 Generally, exam results can take 24-48 hours before appearing in your Learn profile.
You are not clear as to if you could see your exam result and certification in any of your Learn profile before the merge. You seem to imply that you can see your results in one of your profiles but not the other.
If you have merged Learn profiles, then you will only have a single profile, not a primary profile. Merging profiles should only take a few hours.
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Rudresh Gowda D 0 Reputation points
2026-01-18T14:38:06.83+00:00 Thank you for the clarification. To provide more context, after I completed and passed the AZ-104 exam, I waited for some time for the certification to appear in Microsoft Learn, but it did not. I then contacted Pearson VUE support, and they advised me to merge my Microsoft Learn accounts, as the exam had been booked using different email IDs. I followed their guidance and completed the account merge. It has now been over 24 hours since the merge was completed, but I am still unable to see my AZ-104 certification or credentials in my Learn profile. Currently, I do not see the certification in the merged profile. Since the merge should only take a few hours as mentioned, I wanted to check whether additional time is required or if this needs to be escalated to Microsoft Credentials Support for manual synchronization. I can share my exam registration ID and email details if required.
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Julian Sharp 14,091 Reputation points
2026-01-18T14:42:32.4233333+00:00 The merge would only merge the certifications that were shown on the two profiles.
At this point contact Microsoft Credentials support https://aka.ms/credentialssupport and create a ticket https://learn.microsoft.com/credentials/support/help#how-to-submit-a-support-request
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Rudresh Gowda D 0 Reputation points
2026-01-18T15:28:29.1566667+00:00 I would like to highlight that I have been trying to access the provided Credentials Support links since yesterday, but I am unable to successfully submit a support ticket, as the pages are either not loading correctly or do not allow me to raise the request from my side. Since the exam result is not visible on either profile and the merge has already been completed, I wanted to understand what the worst-case scenario would be in this situation and whether there is any alternative way to contact Credentials Support or have this issue manually escalated. I am concerned about potential delays in certificate generation, and I am ready to share all required details such as exam registration ID, score report, and email information if needed.
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Rudresh Gowda D 0 Reputation points
2026-01-18T15:30:43.4+00:00 Additionally, I would like to point out that when I try to create a support ticket using the available Microsoft support pages, I am not provided with any option related to Microsoft Learn or Certifications in the product or category dropdowns. The available options are limited to areas such as Windows, Microsoft 365, servers, teams, or cloud resources, and I am unable to identify which category should be selected for a Microsoft Learn / certification-related issue. Could you please advise exactly which product and category should be chosen in the dropdown to reach Microsoft Credentials or Learn support, or confirm if there is an alternative submission path when the Learn option is not visible?
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Julian Sharp 14,091 Reputation points
2026-01-18T15:35:56.73+00:00 There is no alternative way to contact Credentials Support
You need to create an account on the support hub and then use the Credentials Support link
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Rudresh Gowda D 0 Reputation points
2026-01-18T15:39:40.7033333+00:00 Thank you very much for the clarification and for sharing the detailed guidance. I will try creating an account on the support hub and raise the request using the Credentials Support link as suggested. If I am still unable to submit the request or face any further issues, I will get back to you here. I really appreciate your time, support, and guidance throughout this process.
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Rudresh Gowda D 0 Reputation points
2026-01-18T15:49:52.85+00:00 Sir, could you please share the URL if possible?
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Julian Sharp 14,091 Reputation points
2026-01-18T15:57:21.3266667+00:00 -
Julian Sharp 14,091 Reputation points
2026-01-18T15:57:38.51+00:00 -
Julian Sharp 14,091 Reputation points
2026-01-18T15:57:52.48+00:00 -
Rudresh Gowda D 0 Reputation points
2026-01-18T15:59:20.7033333+00:00 Thank you sir
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Rudresh Gowda D 0 Reputation points
2026-01-19T06:15:12.2533333+00:00 How long they’ll take to response & resolve this issue
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Q&A Assist2026-01-18T13:48:53.93+00:00 AI generated content. This question contains an answer created with AI from Q&A Assist. Learn moreIf you have passed the AZ-104 exam and your certificate is not appearing in your primary Microsoft Learn profile due to multiple accounts, here are some steps you can take:
- Confirm Account Merge: Ensure that the accounts have been successfully merged. Sometimes, even after merging, certain credentials may not transfer correctly.
- Check Your Microsoft Learn Profile: Log in to your Microsoft Learn profile and verify if the AZ-104 exam shows up under your credentials. If it does not, you may need to contact support.
- Contact Microsoft Certification Support: Since you mentioned difficulty accessing support links, you can try the following:
- Go to the Microsoft Credentials Support page: Microsoft Credentials Support.
- Sign in using the Microsoft account you used for your certification exam.
- Fill out the support request form, providing details about your situation, including the issue with the multiple accounts and missing certificate.
- Wait for Response: After submitting your request, it may take up to 72 business hours for the support team to respond.
If you continue to face issues, consider reaching out to Pearson VUE support as well, as they may have records of your exam completion that can assist in resolving the issue.
References: