Missing Expert Certification on Microsoft Learn Profile

Use the following steps to resolve the missing Expert certification and possible duplicate profile issue:

1. Confirm the correct Learn profile
   • Sign in to Microsoft Learn with any other Microsoft, work, or school accounts that may have been used when registering or taking the Expert exam.
   • After signing in, go to the Credentials → Certifications section of each profile and check whether the Expert certification appears there.
   • Also check the Transcript tab in each profile to see if the exam or certification is listed.
2. Use the exam “congratulations” email
   • Open the original “congratulations” or exam result email for the Expert certification.
   • That email is sent to the Contact Email configured in the Learn profile where the certification was earned; it may differ from the current login account.
   • Use the profile link in that email to identify which Learn profile actually holds the certification.
3. Check for multiple Learn profiles and merge them
   • If the certification is visible under a different Learn profile than the one using ******@gmail.com, perform a profile merge:
     1. Sign in to the Learn profile that should become the main profile (for example, the one using ******@gmail.com).
     2. Go to login account management and choose Add login account.
     3. Add the other login account that is associated with the profile where the certification appears.
     4. If that login is tied to another Learn profile, this will trigger a profile merge.
     5. After the merge, all learning progress, credentials, and transcripts from both profiles will be combined into a single profile, and duplicates will be removed.
   • Note: A merge can only be done if only one of the profiles contains a personal Microsoft login account, and it cannot be undone. If more than five work or school accounts would be associated after the merge, the merge will be canceled and that limit must be resolved first.
4. If the certification still does not appear
   • If the Expert certification is still missing after checking all possible accounts and merging profiles where appropriate, contact Microsoft Credentials Support so they can review the account and certification history:
     1. Go to the online support request at Credentials Support.
     2. Ensure Product family is set to Learning and Product or Service is Microsoft Credentials.
     3. Select the category that best matches “missing certifications/credentials”.
     4. Choose Professional No Charge as the support type.
     5. Provide location, time zone, and select Email as the contact method.
     6. In the description, include a clear summary of the issue, the Learn Username from profile settings, and (optionally) screenshots of the empty Certifications/Transcript pages and any exam result emails.
     7. Submit the case and monitor email for a response from ******@mail.support.microsoft.com.
5. If the Expert certification was earned via Certiport
   • If the Expert exam was taken through Certiport, be aware that Certiport-based exams and certifications do not currently sync to Microsoft Learn profiles.
   • In that case, manage and share the credential directly from the Certiport account instead of expecting it to appear under Microsoft Learn.

Following these steps will either surface the missing Expert certification under the correct profile, merge it into the current Learn profile, or route the case to Credentials Support for manual correction.

References:

• Missing Exams or Certifications
• Frequently asked questions (profile)
• Frequently asked questions (transcript)
• Credentials support
• Access your certificates, badges, and transcript
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