@MarieMuir, happy Thursday!
Thanks for reaching out to the HubSpot Community! Since you’ve already followed the steps in this article. It sounds like this would be best suited as a support ticket.
Are you able to direct message me both HubID accounts and the user email that the certifications are currently under and which email you need them to transfer them to?
Thanks!
Elyse
Please do not share sensitve info (like account numbers or emails) on this public post.