Where did my Microsoft Learn Credentials and Progress go?

Dianne Johnson 5 Reputation points
2026-05-12T01:03:47.9366667+00:00

I'm in my Learn account, but I'm back at Level 1 and can see any progress or credentials that I've earned. How do I get them back?

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  1. AI answer

    2026-05-12T01:03:59.6233333+00:00

    The most common cause is signing in with a different account or profile than the one that holds the original progress and credentials.

    Use these checks and fixes:

    1. Confirm the correct Learn profile
    2. Check for multiple accounts
      • If there might be more than one Learn profile (for example, one with a work/school account and one with a personal Microsoft account), sign out and try signing in again with any other Microsoft accounts that may have been used.
      • Remember that the email receiving exam “congratulations” messages (Contact Email) is not necessarily the same as the login account.
    3. Merge duplicate Learn profiles (if applicable)
      • If progress/credentials are found on a different Learn profile, a merge can be done as long as only one of the profiles has a personal Microsoft login account.
      • Sign in to the profile to keep.
      • Go to profile settings → login account management → “add login account”.
      • Add the other login account. If that account is tied to another Learn profile, this triggers a merge.
      • After merge, all learning progress, credentials, and transcripts from both profiles are combined into one profile. This cannot be undone.
    4. Verify credentials and transcript
      • Once on the correct/merged profile, open Credentials → Certifications to see certifications.
      • Open Transcript to see exams, certifications, Applied Skills, and completed modules.
    5. If certifications are missing
      • Confirm that the required exams were passed and that they actually grant a certification.
      • If a certification should exist but does not appear after confirming the correct account, contact Microsoft Credentials Support for missing certifications.

    If exams were taken through Certiport, those credentials will not appear in the Microsoft Learn profile and must be managed via the Certiport account instead.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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