Manual Profile Migration - Lost Access to Deactivated Email

Question

I passed my AZ-900 exam with the company mail but the email used is now deactivated. I cannot log in or verify the account. I need to move my certification to my new active account. Please initiate a Private Message so I can provide my details

Answer 1

Hey Asmithabanu R,

Certification data cannot be manually moved from one Microsoft Learn profile to another, and support cannot transfer or restore the contents of a Learn profile that cannot be accessed, however it's possible that learn support team might be able to help you here (Certiport Technical / customer support)

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Additionally, please note that Microsoft Certification / Exam topics are currently not directly supported in the Q&A forums.

Maybe one of the links is helpful:

Microsoft Training & Certification is supported on their own platform:

Microsoft Credentials Support / Learning

Please create your support request there and the Microsoft Learn/Cert staff will assist you.

Additional information related to: Certifications, Exams, Assessments and Microsoft Certified Trainer (MCT) program

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Pearson VUE Support:

Pearson VUE - Customer Service

Pearson VUE - Chat

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Certiport Support

Certiport Technical / customer support

Answer 2

Certification data cannot be manually moved from one Microsoft Learn profile to another, and support cannot transfer or restore the contents of a Learn profile that cannot be accessed.

The only supported option is to regain access to the original Learn profile and then merge it with the active profile, provided the requirements are met:

1. Recover access to the original login account (the deactivated company email’s Microsoft account), if possible:
   • Follow the guidance in I can't sign in to my Microsoft account to try to recover the account using the Sign-in Helper, password reset, or account recovery form:
     • Reset a forgotten Microsoft Account Password
     • My username and password have stopped working
     • Forgotten your Microsoft account username
   • If this was a work or school account with MFA issues, use the steps in Common problems with two-step verification for a work or school account to replace security info.
2. Once access to the old Learn profile is restored, add the new login account and trigger a merge:
   • Sign in to the Learn profile that currently holds the AZ‑900 certification.
   • Go to login account management and choose Add login account.
   • Sign in with the new active account. If that account has its own Learn profile, this will trigger a profile merge.
   • After the merge:
     • All learning progress, credentials, and transcripts from both profiles are combined into a single profile.
     • All associated login accounts remain usable for sign-in.
     • The merge is permanent and cannot be undone.

Important constraints:

• A profile merge is only allowed if at most one of the profiles uses a personal Microsoft login account.
• If adding the account would exceed the limit of five work or school login accounts, the merge is canceled and the limit must be resolved before retrying.
• If access to the original personal Microsoft account is permanently lost and no alternate login was added beforehand, Microsoft Credentials Support cannot move or restore the certifications to a different profile.

If the AZ‑900 certification is not visible in the active Learn profile after recovering access and merging, use Microsoft Credentials Support for missing-certification issues as described in Missing Exams or Certifications.

Private messages cannot be initiated or used to collect personal details here; all account recovery and profile actions must be done through the official self-service and support channels referenced below.

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References:

• Frequently asked questions (profile)
• Accessing your Learn profile
• I can't sign in to my Microsoft account
• Missing Exams or Certifications
• Common problems with two-step verification for a work or school account
• Need help in changing primary email address for Certification Profile - Microsoft Q&A