Issue: Certification Not Displayed in Infosys Microsoft Certification Portal

Question

Dear Team,

I would like to report an issue regarding my certification details not being reflected in the Infosys Microsoft Certification portal.

While I am able to view my external certifications (completed before 27th February) in my Microsoft account(******@ad.infosys.com), the certifications I recently completed are not appearing:

• In the Microsoft transcript
• In the Infosys Microsoft Certification portal

Due to this, my latest certifications are not being captured correctly in the system.

I request you to kindly investigate this issue and assist in updating my certification details in the portal.

Please let me know if any additional information is required from my end.

Thank you for your support.

Answer 1

The issue is with Microsoft credentials not appearing on the Microsoft Learn transcript; the Infosys portal simply consumes what is present in the Learn profile. Troubleshooting must therefore start with the Learn profile and then be escalated to Microsoft Credentials Support.

Use the following steps:

1. Confirm the correct Learn profile and login
   • Ensure sign-in is with the same account that was used when registering and taking the exams (for example, the @ad.infosys.com account).
   • If there is any chance that another personal or work account was used for registration, sign out and try those accounts as well. Missing exams are often on a different Learn profile.
2. Verify that the exams/certifications are expected on Learn
   • Review the certification or exam details pages from the Microsoft Learn credentials catalog to confirm that the credentials shown in the screenshot (AZ‑900, AZ‑400, SC‑100, MS‑721, AZ‑305) are current and should appear on the transcript once passed.
3. If the exams still do not appear, contact Microsoft Credentials Support
   • Go to the online support request for Microsoft Credentials as described in the Credentials support article.
   • In the form:
     1. Set Product family to Learning.
     2. Set Product or Service to Microsoft Credentials.
     3. Choose the category that best matches “Missing exams or certifications”.
     4. Choose Professional No Charge as the support type and provide location and time zone.
     5. Select Email as the contact method.
   • In the description, clearly state that multiple exams (list exam numbers and dates) are visible as “delivered successfully” in Pearson VUE but are missing from the Microsoft Learn transcript and, as a result, from the Infosys portal. Include the Learn username and screenshots of the Passed exams list and transcript page.
   • Submit the case and monitor status via the Manage tab of the support portal.
4. If Pearson VUE indicated success but Learn still shows nothing
   • This matches the pattern in similar cases where Pearson VUE confirms delivery but the certification is missing from the Learn profile. In those cases, moderators direct users to Microsoft Certification/Credentials Support to correct the Learn record; once corrected, the transcript and any consuming portals (such as Infosys) update automatically.
5. If exams were taken under different Learn profiles
   • If it is discovered that some exams are on another Learn profile, use the Learn profile management guidance (profile linking/merging) so that all exams appear under a single profile. After consolidation, the Infosys portal should see the unified transcript.

If, after Microsoft has corrected the Learn transcript, the Infosys portal still does not reflect the new certifications, contact the Infosys internal support team for that portal, as they control the synchronization schedule and mapping from the Microsoft transcript into their system.

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References:

• Missing Exams or Certifications
• Credentials support
• Getting this error while registering for a Microsoft certification. - Microsoft Q&A
• Certificate Not Received - Microsoft Q&A
• Can't see my completed exam certificate - Microsoft Q&A
• Missing certification while exam passed - Microsoft Q&A