Account migration did not work

Hello, JOH.

Welcome back to the Microsoft Community.  

Based on your inquiry, we understand you encountered issues after you received assistance with a migration of your Certification Profile.

We apologize for any inconvenience caused on the previous opened Forum. However, please note that we are unable to keep Forums opened when no response from customer has been received.

To provide you with further assistance, we have opened a Private Message where we have requested information related to your Certification Profile in order to verify it and assist you accordingly. You can access the following link: 

Initiate Private Message

We are looking forward to your information. If no response is received within two business days, we will proceed to close and lock this case as well as the Private Message.

Best regards

Hello, JOH.

Thank you for your reply.

We left a detailed response over Private Message, please refer to it and send us the requested information.

We are looking forward to your information. If no response is received within two business days, we will proceed to close and lock this case as well as the Private Message.

Best regards

Hello, JOH.

Thank you for your reply

We will require you to send us a recording from your screen, showing us when you complete the steps we described via Private Message.

To do this, please make use of the PSR tool, (Problems Steps Recorder) following the next steps and recommendations:

 https://support.microsoft.com/en-us/help/22878/windows-10-record-steps.  

1. Use a Browser like Microsoft Edge. 

2. Clear the browsing of history and cookies.      

3. Try to access to your profile.

4. Make sure that the previous steps are shown on the PSR.     

5. Click on the screen to confirm that the PSR will record everything. 

6. Please provide the recording via Private Message. 

Keep in mind the PSR tool is set to a limit of 25 screenshots as a default, if you need a higher number of pictures to show the process, please change the number to at least 100 screenshots in the tool’s settings.  

You will be able to use the PSR following the link specified for your operating system:   

• Windows: https://support.microsoft.com/en-us/help/22878/windows-10-record-steps   

• Mac: https://support.apple.com/en-us/HT208721

We are looking forward to your information. If no response is received within two business days, we will proceed to close and lock this case as well as the Private Message.

Best regards,

Hello, JOH.

Thank you for your reply.

We left a detailed response over Private Message, please refer to it and send us the requested information.

We are looking forward to your information. If no response is received within two business days, we will proceed to close and lock this case as well as the Private Message.

Best regards

Hello, JOH.

Thank you for the information you have provided us in Private Message.

We would like to inform you that our Specialized Team has started an investigation to assist you with your request.

Once we have a response regarding the progress of your case, we will get back to keep you posted. Please bear in mind that it might take 3 to 5 business days to provide you with further updates.

Best regards,

Hello, JOH.

We received an update from our Specialized Team.

They will require that you provide us an additional piece of information. Please refer to our detailed response over Private Message and provide us the requested details.

We are looking forward to your information. If no response is received within two business days, we will proceed to close and lock this case as well as the Private Message.

Best regards

Hello, JOH.

Thank you for the additional information you sent us.

We would like to inform you that our Specialized Team has received the requested details, and now they continue working on your case.

Once we have a response regarding the progress of your case, we will get back to keep you posted. Please bear in mind that it might take 3 to 5 business days to provide you with further updates.

Best regards,

Hello, JOH.

Thank you for your patience.

Our Specialized Team provided us a new update.

Please refer to the detailed response over Private Message and confirm us if your issue is resolved.

We hope this is useful to you, if there is anything else we can do for you, please do not hesitate to keep in contact with us.

If no further assistance is required, please indicate “Yes” to the question and the thread will automatically be closed and locked. In case we do not receive a response, it will be closed and locked after one business day.

Best Regards,

Hello, JOH.

Thank you for the resolution confirmation. We are glad we were able to assist you with your inquiry!

We will proceed to close and lock this case. However, if by any chance you need us again, please do not hesitate to contact us back. We will be happy to help out.

Please keep in mind that once this case has been locked and closed, you cannot reply in either channel.

Have a wonderful day!