All XP and All past credentials (certificates) are gone

Question

Hello,

I logged into my account just now and I see that all my past Microsoft certificates and all my XP points are now gone. How do I get them back? They have not been backed up.

Answer 1

Most often, missing XP and credentials are caused by signing in with a different Learn profile than the one where the activity was originally completed.

Take these steps:

1. Confirm you are using the correct Learn profile
   • Sign in to your Learn profile.
   • If you have multiple Microsoft accounts (personal and/or work/school), try signing out and back in with each account that might have been used for training or exams.
2. Check your transcript and credentials
   Once signed in to the correct profile:
   • Go to your Learn profile and select Transcript in the left column to see training and credential completion history (certifications, exams, Applied Skills, modules).
   • Select Credentials → Certifications / Applied Skills to verify whether your certifications are listed there.
   • Select Achievements to see badges, trophies, and XP.
3. If activity is on a different profile, merge profiles
   If it turns out that training progress or certifications are on another Learn profile:
   • Ensure only one of the profiles has a personal Microsoft login account.
   • Sign in to the profile you want to keep.
   • In profile settings → login account management, choose Add login account and add the login from the other profile.
   • If that login is associated with another Learn profile, this triggers a profile merge and combines learning progress, credentials, transcripts, and achievements into a single profile.
   • Be aware: merging cannot be undone, and if the combined profile would exceed the limit of five work/school login accounts, the merge will be canceled and must be resolved before retrying.
4. If you truly lost access to the original login account
   If the original profile used a personal Microsoft account that can no longer be accessed and no alternate work/school account was added, access to that Learn profile and its data cannot be restored. Recovery of personal Microsoft accounts is only available through Microsoft Account self-service, and Microsoft Credentials Support cannot transfer or restore contents of an inaccessible Learn profile.
5. Contact Credentials Support if certifications are still missing
   If you are sure you are in the correct Learn profile and your certifications are still missing, follow the guidance under Missing Exams or Certifications and contact Microsoft Credentials Support for further investigation.

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References:

• Frequently asked questions (profile)
• Frequently asked questions (transcript)
• Accessing your Learn profile
• Missing Exams or Certifications
• Credentials support