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Linking work account to my personal account profile in Microsoft Learn fails

I have a Microsoft Learn profile created with my personal account, this account is linked to a certification profile. From the Microsoft Learn profile settings, I tried to link my work account. The merge process takes a while until I get the following message:

We ran into a problem merging your source profile (username: **** to your destination profile (username: ****).

Some of your data might have been merged in the process, so it is expected if you find some data disappearing from your source profile and appearing on your destination profile.


You can choose one of the following actions:

  • Terminate merge: It will stop and quit the merge process. You will be able to use both profiles as usual and can trigger a new merge at any time. The data that already merged will remain on your destination profile.

  • Retry merge: It will re-run the merging process for you once more. Your source profile will be locked during the merging process.

I tried it several times with no luck and also the other way around trying to link my personal account to my work account but I got the same issue each time.

Could you help me with this issue, please?

Regards,

>removed<

*** Personal information deleted by the moderator. Please see the Microsoft Community Frequently Asked Questions for more information on how you can protect your privacy. ***

Hi, Alexa.

Thank you for contacting the Microsoft community.

As we understand from your post, you are having trouble connecting your work account to your Learn profile, as an error message appears after you try to merge your Learn profiles. We are happy to help!


To properly assist you, we need you to please share with us a PSR (Problems Steps Recorder) recording evidencing the situation, showing what you see when you try to retry or cancel the merge, as well as the account you are using to sign into your Learning dashboard.

You can retry the merge by visiting the "Account Management" section of your settings page and clicking the "Retry merge" button. The recording must also include the error message that appears when you click the "Connect certification profile" button.

Please bear in mind that the following steps must also be included in the recording:

 

  1. Use Internet Explorer (version 9 or above) or Edge.

  2. Clear all cookies and cache.

  3. Allow all third-party cookies.

  4. Use the InPrivate option in Internet Explorer or Edge.

You can use PSR (Problems Steps Recorder) tool by following the steps below:

 

 

After using the PSR tool to go through the troubleshooting steps, please provide us with the recording through the Private Message we have started asking for more information. Please remember not to share any of your personal information outside of the Private Message.

To use the Private Message feature, please look at the right side of the page and click the icon seen in the image below:

 

Image


We are looking forward to your response. If we do not receive a response, the case will be closed and locked after two business days.

Sincerely,

Javier Salcedo
Microsoft Community Support
Support Hours: Monday to Friday 7:30 – 17:30 EST
(Except US Public Holidays)
Estimated Response Time – within 1 Business Day

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Hi Javier,

While trying to get the recording the linking worked! I installed Edge on my Mac and followed the steps you shared with me.

Thanks for your time and help.

Regards

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Hi, Alexa. 

 

Thank you for sharing with us that your issue has been resolved, this thread will now be closed and locked. 

 

Please keep in mind that, once this case is closed and locked, you will not be able to respond through this channel. If you have another inquiry, you can let us know by posting a New Question, and we will be happy to jump in and assist you. 

 

We invite you to visit the following link to learn more about the Microsoft Certified Professional Program (Aligning accounts between Certification Profile and Learn Profile | Microsoft Docs). 

 

By linking your Microsoft Certification Profile with Microsoft Learn, you have access to free training modules and learning paths to help you prepare for future certifications, as well as having access to the Renewal Assessments for your achieved Role-Based Certificates. 

 

We hope that you have a wonderful day. 

 

Best wishes,

Javier Salcedo
Microsoft Community Support
Support Hours: Monday to Friday 7:30 – 17:30 EST
(Except US Public Holidays)
Estimated Response Time – within 1 Business Day

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Question Info

Last updated March 1, 2024 Views 98 Applies to: