Microsoft AZ-900 certification linked to an inaccessible profile – unable to access certificate

Question

I am looking for guidance on an issue with my Microsoft AZ-900 certification.

I wrote and passed the AZ-900 exam on 24 July 2026 through an authorised exam provider. I received a printout of my exam result at the exam centre after completing the exam.

The problem is that I cannot access my Microsoft certification/certificate. I have been informed that the certification is associated with another Microsoft profile that appears to be linked to a previous employer. I did not knowingly use that profile when booking or writing the exam, and I no longer have access to the email/account associated with it.

My current Microsoft profile is accessible, and I have previously obtained a Microsoft certification through this accessible profile without any issue.

I have spent approximately two weeks trying to resolve this. So far:

• I contacted Microsoft support regarding the certification/profile issue.
• I was referred to another Microsoft support team.
• That team advised that they could not assist with the issue and referred me elsewhere.
• I was then directed towards the account recovery process for the inaccessible profile.
• The recovery process requires information from an email account I no longer use/have access to, so I cannot complete the verification.
• I was also told that the certificate cannot simply be transferred between profiles.
• I have explained that I do not have another verification method available because the verification code is being sent to the inaccessible email address.
• I have provided the information requested and have continued following the support instructions, but I am still being redirected between teams.
• I have also explained that I have evidence from the exam centre showing the result and can provide the relevant exam details required to verify that I actually wrote the exam.

My concern is that I passed and paid for the exam, but I am unable to access the certification I earned because of a profile-association issue.

At this stage, I am not looking for a retake or another exam voucher. The issue is with the association of my certification with the incorrect/inaccessible profile and getting access to the certificate I already earned.

Can anyone advise which Microsoft team actually handles certification profile association/merging or correcting a certification linked to an inaccessible account?

I have also been unable to find a clear escalation route or escalation contact after being referred between different support teams.

I would really appreciate guidance from anyone who has dealt with this specific situation or knows the correct Microsoft escalation path.

Answer 1

It appears that you have already been in contact with Microsoft Credentials support. If not, that is the only support path open to you https://aka.ms/credentials-support