Account, User, Training and Learning Credit Management - Merging my email (accounts),transfer certifications, badges to new email

Audience

All Learners

Overview

Use the instructions below to merge your ServiceNow IDs (emails). By merging your IDs, here's what you can anticipate:

NOTE: If you need a basic email update (you have an existing email and want to add a new email to replace the existing, and the new email is not already used anywhere in ServiceNow,) do not use this article. Refer to

Updating (change) my email ID
If you are or were a ServiceNow employee, submit a support case in ServiceNow University for assistance.

What data from the old ID will be retained on the new email ID	What data and access will be lost
ServiceNow University: Badges, certifications , social media posts, and in-progress courses will be merged with the current ID profile. Now Community: Posts, comments, badges, and accepted solutions will be migrated from the old to the new ID. The current ID profile will be completely overwritten by the old ID profile. Developer Portal: Developer Portal Personal Developer Instance (PDI) will be migrated from the old ID to the current ID. Any PDI associated with the current ID will no longer be accessible. Learning and share project history from the old ID will be merged with the current ID.	If your current ID is associated with a company account, you will lose access to any existing company data and entitlements: ServiceNow University: Learning credits. Now Support: Support cases, changes, and PRBs. Impact: Conversations, accelerators, cases, initiatives. Partner Portal: Deal registrations, Deployment registrations, company name, cases.

What data from the old ID will be retained on the new email ID

What data and access will be lost

ServiceNow University:
Badges, certifications , social media posts, and in-progress courses will be merged with the current ID profile.
Now Community:
Posts, comments, badges, and accepted solutions will be migrated from the old to the new ID. The current ID profile will be completely overwritten by the old ID profile.
Developer Portal:
Developer Portal Personal Developer Instance (PDI) will be migrated from the old ID to the current ID. Any PDI associated with the current ID will no longer be accessible. Learning and share project history from the old ID will be merged with the current ID.

If your current ID is associated with a company account, you will lose access to any existing company data and entitlements:

ServiceNow University:
Learning credits.

Now Support:
Support cases, changes, and PRBs.

Impact:
Conversations, accelerators, cases, initiatives.

Partner Portal:
Deal registrations, Deployment registrations, company name, cases.

IMPORTANT: This feature CANNOT be used by those who meet one or more of the following criteria:

Your old ID has the ‘Primary Customer Admin’ (PCA) role.
- Try updating your email address after assigning the PCA role to another user.
Your old ID has the ‘Primary Partner Contact’ (PPC) role.
- Try updating your email address after assigning the PPC role to another user.
You belong to an account that is currently undergoing a merger and acquisition (M&A).
- Reach out to your internal Primary Partner Contact or ServiceNow admin for assistance.
Your old email has a restricted domain and does not meet legal requirements.
- Use another email for your ServiceNow ID.

Instructions

Quick Access: To merge multiple email addresses or ServiceNow IDs associated with your profile, access the 'Merge Email' page directly: Merge Email

Alternatively, you can access the same functionality manually by following the steps below.

Merging your ServiceNow IDs

Log into ServiceNow University with your current email address. For assistance, refer to Sign In (Log In) to ServiceNow University.
Select My profile and settings under your profile icon. Your profile icon is located in the top right of the screen with your first name initial. Your personal profile screen displays.

Refer to the image below for location of the Update My Profile link.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
On your Profile tab, select ServiceNow ID & Contacts.
Select Merge achievements link. The Merge achievements panel displays, indicating currently logged in as, and additional information. This is a 3-step process that includes: Enter email, Verification, and Submit.

Refer to the image below for location of ServiceNow ID & Contacts and Merge achievements.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Review the considerations listed carefully. Select either Yes to continue with request submission or No to continue later.
NOTE: With this update, you will retain all personal data. Any associated company data will not transfer.

Refer to the image below for the layout of the considerations before proceeding with Merging your ID.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Enter the new email address you want to use in the Enter alternate ServiceNow ID field. The Next button is now selectable.
NOTE: Moving forward, you will use this new email address to log in to ServiceNow sites.
Select the Next button. The verification screen displays.

Refer to the image below for the layout of the entering your alternate ServiceNow ID.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Enter the verification code sent to your email used as your alternate ServiceNow ID. The Verify button is now selectable.
NOTE: If you are unable to access your email, please select the Show other verification options link. Then, enter the password associated with your previous account. Once this step is completed, you will see the available verification options listed. Please select the appropriate option from the dropdown menu. For detailed instructions, refer to Using other verification options during the account (email) merge process..
Select the Verify button. After your new email is verified, the Email OTP verified screen displays.

Refer to the image below for the layout of the Verification screen.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Select Next to verify the ID of any related dependencies. This step helps confirm that the email address you provided is yours. After verification is complete, Email verified screen displays.

Refer to the image below for the verify ID of any related dependencies and Email verified layout.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.
Select Next. Review details of your merge request page displays.
Add a checkmark in the I confirm that I have read the details above and authorize the merge request of my ServiceNow IDs checkbox. The Submit button is now selectable.
Select the Submit button. Your merge old ID request is submitted.
NOTE: Save the request ID for any support or troubleshooting you may need with your request.
Select Done.

Refer to the example image below of the Review the details of your merge request layout.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image.

What to Expect Next

Sign-Out Process: You will be signed out of your My ServiceNow profile to process the requested change.
Temporary Suspension: Both ServiceNow IDs will be temporarily suspended as part of the merging process.
- This suspension applies to all applications.
- During this period, you will not be able to login to any ServiceNow applications.
Standard Procedure: This action is a standard procedure to ensure a smooth transition of your accounts.
Processing Time: The merge ID request process may take up to 48 hours to complete.
Confirmation: Once the update is finalized, you will receive a confirmation email.

Refer to the example image of Merge ID request confirmation email.
NOTE: Select the image below to enlarge it. Select the X to collapse/shrink the image. Merge Request confirmation email.jpg

Additional Information

If this message displays: We have detected an issue with our email update request. A representative will get in touch with you by email to provide a resolution.

No action is required - Wait 24 hours. You will receive a disclaimer email to which you can reply with your consent. The account management team proceeds with the Merge ID process after they receive your consent in reply to the disclaimer email.