How to Merge Personal & Company ServiceNow Accounts

All my certifications are linked with a ServiceNow / NOW Learning account with my old business email, but I’m no longer with that company and can’t access that account anymore. Deltas are coming due, and I don’t want to lose my certifications! Please help!

If you got your ServiceNow certifications or made progress in courses on NOW Learning using a ServiceNow partner or customer account, you may find that when you move on to another company, you no longer have access to those certifications or training progress. This can be frustrating, and unfortunately the process for migrating your certifications and progress from an account linked with your business email to your personal account is not always clear. Googling the question (at the time of writing), I found that the top several results were from old ServiceNow Community articles that are either no longer accurate, or perhaps never were.

This ServiceNow Pro-Tip article was inspired by a thread on the ServiceNow Developer community Discord server, and aims to give you an up-to-date and accurate answer as to how you can merge your old corporate ServiceNow / NOW Learning account from your ServiceNow partner or customer business email into your personal account, so you can retain your certifications and progress even after you’ve left the customer or partner company. If ServiceNow changes the process by which this is done (again) and you notice that this article becomes outdated, please leave a comment below and let me know the updated process so I can update this article and keep folks informed.

How to merge a "work-based" ServiceNow & Now Learning account into a personal account in order to link your existing certifications, training, etc. with your personal account. Especially useful for when you're leaving your previous company and want to retain your certifications and training progress.

Option 1: Self-service on Partner Support (maybe broken?)

According to Maik Skoddow back in March 2022, you just need to navigate to the partner portal cert page and click on a button called "Search Certification to Map / Transfer". However, when I attempt this myself, I get stuck in a login-redirect-loop whether I log in with my work or personal account. YMMV.
If this doesn’t work for you, see Option 1.1 below.

Option 1.1: Self-Service on NOW Learning

  1. Log into NOW Learning using either account (preferably your partner/customer account, but either works).

    1. If you have email-based multifactor authentication (mfa/2fa) enabled on your NOW Learning account but you no longer have access to your business email, you may try raising a login support ticket via email using the instructions here, so that you can log into your business account.

  2. Click on Help Center at the top-left-ish.

  3. Click Create a Case on the right.

  4. Set the category to My Account and the subcategory to Account Merge, then follow the steps to create your case.

Option 2: Self-service (if you have access to the company account)

If you still have access to the old (company / partner) account - such as if you used something other than your corporate email as your MFA factor - you should be able to merge your accounts yourself, but only in some cases.

  1. Go to servicenow.com

  2. Click on the profile icon at the top-right corner, then click on My profile and settings

  3. Scroll down to the Account section, and click on Update ID. (Note: Do not use the "link accounts" option. Apparently this is totally unrelated to what we're trying to do here? I dunno.)

  4. Follow the steps here to link this account with your personal email address and create a request to merge your accounts.

Note: If you get an error that says Request Denied, you won't be able to merge your accounts using this method because your customer/partner account is still associated with an active "Partner Support" account. Please open a ticket with Partner Support. You will need to log in with the same account again.

Option 2.1: If you have access to your old/company account

  1. Log in here

  2. Click Get support at the top-right of the page.

  3. Scroll down, and find Create a case. Click that, then click Service request.

  4. Enter a subject like "merge work and personal accounts", then click Next

  5. Click Not instance related, then click Continue.

  6. Fill out the rest of the case details with a clear description and click Continue. Follow the rest of the steps to submit your case.

Option 3: Partner Support Email

If the above options don't work, you may raise a support case by emailing the ServiceNow partner program and tell them the details of both accounts (don't include the passwords to either, obviously). SN has provided several different email addresses for this purpose, so just to cover your ass, you may want to CC them all.... partnerops@servicenow.com; partnernow@servicenow.com; support@servicenow.com. They should be able to help you out. Maybe.
You may also try raising a ticket with ServiceNow support online if that's preferable, but this requires that you log into an account with access to ServiceNow support so, again, YMMV.

Disable Email-based MFA

If you have the 'Additional Email Authentication required' Multi-Factor Authentication (aka Two-Step Verification) tied to your account but you don’t have access to that email address anymore, you may email ssosupport@servicenow.com and request that they disable it and grant temporary access to your old account so you can raise a support ticket.