How to fix duplicate user accounts

Sometimes duplicate accounts get created in the system and the most common reason is where one account is using a personal email address and the other account is using a work email address. The user will be logged in to only one of these accounts in the app.

Any active account will show up in the existing enrolments list and this means that one or both accounts can be selected for the enrolment in the same series.

Steps to fix duplicate accounts

There are a number of steps that need to be done in order to identify and remove the duplicate accounts:

1. Find the duplicate accounts.
2. Check for active enrolments.
3. Determine which account the user is logged into.
4. Determine any unique enrolments for the unused account.
5. Deactivate the unused account and withdraw any active enrolments.
6. Re-create any enrolments that were active with the deactivated account.

Find the Duplicate Accounts

1. Go to Users & Groups > Users
   1. Sort the list by last name and check the list for duplicate last names
   2. or search for the specific user who has reported an issue by name
2. The results will show user accounts that match the search criteria
3. For duplicate accounts, check the email address used for each account to identify which one is the required address e.g. user may have accounts using their work email address and also a personal email address. Users should only use one account.

Check for Active Enrolments

1. Go to Insights Reports and open the Learner Insights view
2. Search for the user by last name to see the list of enrolments
3. Record the details for any active enrolments, such as:
   1. Series name
   2. Enrolment Tracking Code
   3. Enrolment Status
   4. Last Active Date

Determine which Account the User is Logged into

1. Using the enrolments recorded in step 3 above, go to the Series Library and open the relevant Series by name.
2. View the Enrolments list and use search to find the user's enrolment record
3. Select the record and note down which email account is linked to this enrolment
4. Repeat all steps for each active enrolment
5. Use the enrolment status, last active date and email address to determine which account the user is using by:
   1. The most recent activity would indicate the logged in account
   2. Enrolments with Not signed In or No Questions Seen would indicate the unused account

Determine any Unique Enrolments for the Unused Account

An enrolment may have been made using the unused account and will need to be changed to the used account. Recording details such as tracking code and enrolment type will make re-enrolment easier.

1. Identify any unique enrolments that exists only for the unused account
2. Note these enrolment details to use with the re-enrol step

Deactivate the Unused Account and Withdraw any Active Enrolments

Based on the determination above, the unused account should be deactivated

1. Go to Users & Groups > Users
2. Search for the specific user account by name
3. Find the unused account from the search results
4. Deactivate the user and ensure all enrolments are withdrawn

Re-create any enrolments that were active with the deactivated account

1. For each unique enrolments identified above, go to the Series Library and open the relevant Series by name.
2. Enrol the user's active account in the series using the same details as the original enrolment