I have lost 193 hours learning due your inability to provide early warning

Question

that cannot be accessed after an email was replaced. I am Furios!!!

Answer 1

Dear @Pierre Wepener,

I completely understand your frustration. Losing access to your account and learning materials after changing or replacing an email address is deeply stressful.

When an email address (alias) or primary User Principal Name (UPN) is changed or replaced in Microsoft 365, the system treats the old address as an inactive identifier. Because your learning progress, certifications, and licenses are tied directly to the unique Object ID of the original account identity, changing or removing the underlying primary email disconnects access to associated portals like Microsoft Learn.

Here is how you can address and resolve this issue:
Step 1: Re-add or Re-link the Original Email Address

If you removed the old email address as an alias, adding it back or linking it can restore access to your profile:

1. Go to account.microsoft.com (for personal accounts) or mysignins.microsoft.com (for work/school accounts).
2. Navigate to Account info > Edit account info.
3. Re-add the previous email address as an alias.
4. Log into Microsoft Learn using the restored email address to verify if your transcript and progress reappear.

Step 2: Merge or Re-link Your Microsoft Learn Profile
If your learning progress was on a Microsoft Learn profile:

1. Sign in to Microsoft Learn with your current active account.Click your profile icon in the top right corner and select
2. Settings.
3. Scroll down to Account management and select Add account.
4. Enter the credentials of the original/previous email address to merge both profiles and restore your achievements and history.

If the old account was completely deleted or overwritten, community advisors do not have backend access to manually restore account records or reassign learning histories.

To have Microsoft engineers manually locate and recover your learning profile from their backend databases:

Submit a direct support request through the official page: Microsoft Learn Support.

Provide both the previous email address and the new email address, along with any registration details or transcript IDs you have.

For official guidance on managing account identities and aliases, you can review Microsoft's documentation on Change the email address or phone number for your Microsoft account

Please let me know if you run into any issues during the process.

---

If the answer is helpful, please click "Yes" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in the forum document to enable e-mail notifications if you want to receive the related email notification for this thread.