If you’ve discovered a user (or several) with more than one account with us, there are steps you can follow to ensure enrolment history and user data are consolidated in a single profile.
While duplicate accounts can't be merged, you can still make sure all the important user information and enrolment history is in one place by choosing a primary account, updating it (with any missing details), and then removing the unwanted profile.
Follow these steps:
Step 1: Identify the primary account
When duplicate accounts are identified, the first step is to determine which one should be retained. Consider the following:
Does one account have more enrolments or completions?
Is one account linked to the correct or active email address?
Has one account been used more recently or consistently?
If both accounts have enrolment history, choose the one with the most comprehensive activity to retain.
Step 2: Update the primary account
Once the primary account is selected:
Ensure the user’s profile details and contact information are up to date.
Confirm that any relevant enrolments or completions are visible and up to date on their profile.
If the secondary account contains enrolments not found in the primary, you may need to manually re-enrol the user in those courses using the correct profile. You can also manually update completion dates, if required.
Note: Data such as topic or pathway progress, certificates, and completion records cannot be automatically transferred between accounts.
Click here for information about updating users in bulk via a CSV file.
Step 3: Remove the secondary account
After confirming that all necessary information is captured in the primary account:
Delete the duplicate account to avoid confusion or future logins. Under usual circumstances, we recommend deactivating accounts rather than deleting as deleted profiles and their historical records cannot be reinstated. However, to avoid confusion and assuming you have updated the primary account to include all key information, we recommend removing the duplicate account. This will also ensure the primary account can use the correct email address and/or username if either are already in use by the secondary account.
Optionally notify the user, especially if their login details have changed.