Urgent: Issues with SAP Certification Renewal and Learning Hub Subscription

[monishankar]

Hello SAP Community,

I am reaching out to share my recent experience and seek guidance regarding the renewal of my SAP certification and the purchase of an individual Learning Hub subscription.

I have been an SAP consultant for 13 years, working both as a partner and now as a customer. Recently, I received a notification to extend the validity of my SAP certification. Upon realizing that I needed to purchase a Learning Hub subscription, I informed my manager, who encouraged me to keep my certification valid. Consequently, I purchased an individual Learning Hub subscription on Thursday (Order ID: 0002281064).

To my surprise, I did not receive any confirmation or access to the Learning Hub even after 24 hours. I raised multiple support tickets but struggled to get a proper response. On Sunday, I finally received a response from an SAP store admin, who mistakenly treated my request as a partner request. After clarifying that it was an individual request, they informed me that they couldn't fulfill the order and suggested purchasing certification attempts instead.

I am utterly surprised and annoyed by this response and the lack of maturity from SAP Learning support. Here are my concerns:

1. What are the guidelines for maintaining SAP certification validity, especially when changing companies? Do certifications lapse with a change in organization?
2. Where can I find relevant support and guidance for individual certification renewal and Learning Hub subscriptions?
3. Why is there no proper channel or guidance to address these issues?

I believe it is crucial for people to be aware of these challenges. I am on the verge of losing my certification due to the lack of proper guidance from SAP. I hope this post brings attention to the issue and helps others who might be facing similar challenges.

Thank you for your support and guidance.

SAP Learning Solution  Certification  SAP Extended Warehouse Management @SAP

[Margit_Wagner · Accepted solution]

Hi @monishankar 
I will bring this to attention to the respective team.
Kind regards
Margit

[monishankar]

Hi Community Members,

I wanted to provide an update on my SAP certification renewal issue. After facing several challenges, I am pleased to inform you that I am now able to access the Learning Hub and update my certification. I made another purchase and, despite some additional access challenges throughout the day, I was finally able to get access.

To achieve this, I had to put significant effort over the last few days, including raising 5 tickets with the SAP Store team, 3 tickets with the Learning Hub team, making several phone calls, trying to escalate the issue, and submitting this post in the SAP Community Network (SCN). As you can imagine, the resolution process was challenging and time-consuming. 

I have noticed several challenges with the SAP Learning Hub overall and would like to share them here:

Lack of Proper Responses & Case Updates: There is no direct contact number for support for SAP Learning Hub-related issues, and one had to rely solely on raising cases. The responses are not frequent, and there is no way to check the case status.

Need for Simplified Contact Channels: There are different teams responsible for various issues, such as the SAP Store team and the Learning Hub team, SAP ID team and each team often claims responsibility only for their specific issues, which creates confusion and delays in resolution. SAP needs to simplify the support process and provide a dedicated contact channel for Learning Hub-related orders and issues. This would greatly improve the efficiency and effectiveness of resolving customer concerns.

Complexities with S-User ID and Universal ID: The process of keeping S-User ID, P User ID, and Universal ID updated seems overly complex. One cannot update company details and certain information in their Universal ID independently, which is not ideal. At least with a personal ID, users should be able to update their information on their own. Again, this requires reaching out to different teams, adding to the complexity. Also while placing any order there is certain way company details are getting updated and orders being mistaken as company order where as someone placing an individual order. It seems something similar happened with my first order placed. 

I believe these observations highlight key areas where SAP can improve its support and user experience. Simplifying the support channels and processes would greatly benefit customers and ensure smoother interactions with SAP Learning Hub. 

Thank you for your understanding and support. Hoping for the best in future. 🙂

Best regards,
Monishankar Chatterjee

[tpraveenkumar]

congrats

[Margit_Wagner]

Hi @monishankar,
I understand your disappointment. Please be assured that I am proactive to support you so you can proceed with your learnings.

1. You can find guidelines for maintaining SAP certification validity, especially when changing companies here on  our Preparing for an exam - FAQ  under What is SAP Certification exam, two attempts? 
   
   
2. Do certifications lapse with a change in organization?
   Digital badges are transferable as any credentials and employment records verified by the employer. Transferability of a digital badge does not remove the rights to expire or revoke a badge if the conditions for the badge issuing are no longer valid. SAP highly recommend to setup a SAP Universal ID which ease the transition of your data from one employer to another - more details can be found here If I leave my company, can I take my digital badges with me?
   
   
3. Where can I find relevant support and guidance for individual certification renewal and Learning Hub subscriptions?
   I recommend SAP experts Suzanne Heiob's blog SAP Certification Transformation: How You Can Get and Stay Certified 
   you can find on the SAP Certification support a wealth of resources including how-to guides, troubleshooting tips, and detailed FAQs about SAP Certification, all designed to help you quickly. If you can't find the answer here, create a case - our team will be happy to help you.
   
   
4. Why is there no proper channel or guidance to address these issues?
   The communication channel depend son your inquiry.

Kind regards
Margit

[monishankar]

Hi Margit,

First, thank you for sharing the links. The links you have shared were part of my research executed already. I have followed these steps. I have a Universal ID created, and it is linked with my personal Gmail ID. The blog is informative, and I have followed exactly the same steps. In fact, I also received the notification about certification expiry in my personal email ID linked to Universal ID only.

The issue I am facing is the lack of professional support from SAP. After purchasing the Learning Hub subscription, I have not received access to the Learning Hub to stay current. I raised multiple SAP support cases (SAP Store Support Request: 1000514192, 1000513592, 1000514103, and 1000514192 + Learning Case Reference 5000130429), but there has been no resolution. In fact, for some, I only get a reply assurance within 24 hours but no actual resolution afterwards. Moreover, there is no contact number to ask for support on this learning hub-related issue, nor an escalation matrix.

Additionally, if you see my post attachment, someone replied that they are not able to resolve, fulfill, and are cancelling the order. However, I have not received any order cancellation email to date. Imagine how unprofessional this is where you buy something, pay for it, someone says the order is cancelled but no cancellation email is received. Now, I don't know whether to place a new order or not.

In addition, I am not able to contact anyone to get help! 'I feel really sad to see how my efforts are being washed out, and this is really concerning.

Can you help me with my case or provide an escalation matrix for Learning Hub-related support, if exists ?

Thank you for your understanding and support.

Best regards,

Monishankar Chatterjee