How to Solve for a Learner With Multiple Accounts

This article provides instructions and tips for solving for a learner that has multiple accounts.

Why would a learner have multiple accounts?

A learner may have multiple accounts for several reasons, including but not limited to:

  • Name change
  • Acquisition
  • External GUID issue (for organizations using Single Sign On)
  • Automated data feed, e.g. if a learner has updated their email address in the platform but it is not updated in your organization’s source system  

How to solve for a learner that has multiple accounts

Solving this issue depends on the scenario and a variety of factors. In general, however, if a learner has multiple multiple accounts, you'll want to deactivate the account with the lowest amount of course progress and/or history and update the active account as needed. Then, add the learner’s active account to any necessary courses so the learner has all of their courses in one account. Note: If moving a learner’s courses to another account, any course progress will reset and all activities will need to be completed again (including discussions and reflections).

For a more detailed resolution plan based on the scenario, please refer to the table below.

Scenario How to Resolve
Multiple accounts + Learner has no course history in the platform + Learner not currently enrolled in a course
  1. Navigate to the account associated with the incorrect email address.
  2. Deactivate the account.
  3. Instruct the learner to log in only using the correct email address moving forward.
Multiple accounts + Learner has no course history in the platform + Learner is currently enrolled in a course + Learner has not started the course Note: The account in the course must be the one using the email address that should be associated with the account moving forward.
  1. Navigate to the account associated with the incorrect email address.
  2. Deactivate the account.
  3. Go to the cohort Members page to see which of the learner’s accounts was enrolled in the course.
  4. If needed, remove the incorrect account from the cohort and add the correct account to the cohort.
  5. Instruct the learner to log in only using the correct email address moving forward. 
Multiple accounts + Learner has no course history in the platform + Learner is currently enrolled in a course + Learner has started the course
  1. Instruct the learner to pause all course activities until the issue is resolved.
  2. Check the cohort Members page to see which account is enrolled in the course.
  3. Navigate to the account not enrolled in the course and change the email address to something else.
  4. Deactivate the account.
  5. Navigate to the account enrolled in the course. If the account uses the incorrect email address, change the email address to the correct address.
  6. Instruct the learner to log in only using the correct email address moving forward and let them know they can continue the course.
Multiple accounts + Learner has course history in the platform 
  1. If the learner is currently enrolled in a course, first instruct them to pause all course activities until the issue is resolved.
  2. Navigate to the account without the course history and change the email address to something else (e.g. “name@organization.comDONOTUSE”). 
  3. Deactivate that account.
  4. Navigate to the account with the course history and change the email address to the correct email address.
  5. Instruct the learner to log in using their new email address and previous password. 
  6. If the learner is currently enrolled in a course and already completed activities using the incorrect account, they will have to mark activities complete and resubmit discussions, etc. since the previous account enrolled in the course has been deactivated.
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