Lost access to old account

A support agent cannot recover, locate, transfer, or restore a Microsoft Learn profile when access to the original personal Microsoft account is lost.

If the old profile used a personal Microsoft account and the email address is no longer known, start with Microsoft account recovery:

1. Use Forgotten your Microsoft account username to try to identify the account.
2. If the account is found but sign-in still fails, use the Sign-in Helper.
3. If the password is forgotten, use Reset your password.
4. If access cannot be restored, help is available only through Microsoft Account Help self-service.

For certification visibility issues, also check whether the credential is on a different Learn profile by signing in with any other Microsoft account or work/school account that may have been used during exam registration.

If the exam was taken through Certiport, those exams and certifications are not currently reflected in the Microsoft Learn profile and must be managed separately through the Certiport account.

For additional help with missing credentials, contact Microsoft Credentials Support. However, Microsoft Credentials Support cannot assist with recovery of personal Microsoft accounts and cannot transfer or restore the contents of an inaccessible Learn profile.

References:

• Accessing your Learn profile
• Missing Exams or Certifications
• I can't sign in to my Microsoft account
• Forgotten your Microsoft account username
• Credentials support