Login issue with MS Account

The two Gmail addresses are separate Microsoft accounts and cannot be merged. Each one will have its own exam registrations and sign-in credentials.

To fix the login issue with the Gmail address that is not working:

1. Confirm that the Gmail is a Microsoft account
   • Go to https://account.microsoft.com and enter the problematic Gmail address.
   • If a password prompt appears, that Gmail is a Microsoft account.
   • If the message says "We couldn't find an account with that username" or "That Microsoft account doesn't exist," then that Gmail is not a Microsoft account and cannot be used to sign in until a Microsoft account is created for it.
2. If the Gmail is a Microsoft account but the password is not working
   • Use Forgot password? on the sign-in page to reset it.
   • If that fails or the username is not recognized anymore, use the Sign-in Helper tool to diagnose and recover access: Sign-in Helper.
   • Follow the recovery steps described under Recover lost access to your Microsoft account, including the account recovery form if needed.
3. If there are still sign-in problems
   • Use the Sign-in Helper tool again from the article "I can't sign in to my Microsoft account"; it will detect common issues and guide through next steps.
4. About having two accounts with similar emails
   • Accounts cannot be combined. Exam bookings made with one Microsoft account stay with that account.
   • If one Gmail-based Microsoft account is not needed and has no important data or purchases, it can be closed after moving the Gmail address as an alias to the main account, as described in the Q&A reference.

For Pearson VUE exam access specifically, once sign-in to the correct Microsoft account is working, use that same account when accessing certification and exam scheduling so that the correct bookings (AZ-500 vs AI-500) appear under the correct profile.

References:

• How to check if your email address is a Microsoft account
• I can't sign in to my Microsoft account
• I realize I have 2 different accounts. How do I combine the 2? - Microsoft Q&A