Need help recovering Microsoft certification (AZ-900)

To move an existing Microsoft certification from an old account to the current Microsoft account and to resolve issues with missing IDs or access, support from the Microsoft Credentials team is required.

Follow these steps:

1. Confirm access to the correct Learn profile
   • Sign in to Microsoft Learn with the new Microsoft account (for example, the personal account that should hold the AZ-900).
   • Open the profile menu (top-right) → Profile → Credentials → Certifications and check whether AZ-900 already appears.
   • If the certification is missing, continue with the support steps below.
2. Collect information for support Prepare the details that support will need (do not post them publicly):
   • Full name as used during the exam.
   • Exam: AZ-900.
   • Approximate exam date.
   • Old email address (company account used to register/take the exam).
   • New email address / Microsoft account you want to use.
   • Any Candidate ID and Registration ID you still have (even if unsure).
3. Contact Microsoft Credentials Support
   • Go to Credentials Support: https://www.aka.ms/credentialssupport
   • Sign in using the new Microsoft account that should own the certification.
   • Complete the initial contact details and save.
   • Open the same link again; it should preselect:
     • Product Family: Learning
     • Service: Microsoft Credentials
   • Create a support request describing:
     • That AZ-900 is associated with an old company email that is no longer accessible.
     • That the certification is not visible in the current Learn profile.
     • Request to have the certification and associated IDs (Candidate ID, Registration ID) located and associated with the current Microsoft account.
   • Attach any exam confirmation, score report, or screenshots from Pearson VUE if available.
4. If the certification is missing from Learn
   • If Pearson VUE has already confirmed the exam as passed but the certification does not appear in the Learn profile, mention this explicitly in the ticket. The Credentials Support team can investigate account linkage and transcript issues.
5. Important limitations
   • If the old login was a personal Microsoft account that cannot be recovered, Microsoft Credentials Support cannot recover that personal account or transfer profile contents directly. However, they can still investigate certification records and help when the exam data is correctly recorded under the certification program.
   • For any sign-in issues with personal Microsoft accounts (not work accounts), only the self-service Microsoft Account Help tools can be used; Credentials Support cannot reset or recover those accounts.

For this scenario (exam tied to an old company email and needing to move it to a new personal account), the Microsoft Credentials Support channel is the correct and required path; forum users or community moderators cannot access or change certification records.

References:

• Credentials support
• Accessing your Learn profile
• Missing Exams or Certifications
• Have not received my certificate after successful completion of my exam - Microsoft Q&A
• Missing certification while exam passed - Microsoft Q&A
• Microsoft old MCP ID recovery - Microsoft Q&A