Merging Duplicate Accounts
This guide will walk you through the process of merging duplicate accounts, ensuring seamless access to the platform. Follow the steps below to link your accounts or request assistance if needed.
What causes duplicate accounts?
Duplicate accounts can occur when a user signs into the platform using different login methods but with the same email address. For example:
- A user signs up using
test@gmail.comwith a username/password. - Later, the same user signs up using their Google account associated with the same email (
test@gmail.com).
This feature allows users to merge their accounts to avoid duplicate profiles.
Account Linking Options
Users with duplicate accounts will have the following options:
- Link Accounts: Users can link their accounts and sign in using either login method.
- Request Help: If a user cannot access their email to verify the merge, they can request assistance.
Step-by-Step Guide
1. Initiate the Merge Process
- Navigate to the login page and attempt to sign in.
- If duplicate accounts are detected, the system will prompt you with the option to link your accounts.
2. Linking Your Accounts
- If you choose to link your accounts:
- Verify your email address by clicking a confirmation link sent to your email.
- Once verified, your accounts will be linked, and you can sign in using either login method.
3. Request Assistance (If You Can’t Access Your Email)
- Click the "I can’t sign in with my existing account" button on the page.
- This will create a support ticket, and a Customer Success representative will contact you.
4. Verification Process
If you request assistance:
- Provide Identification: A Customer Success representative will request the following:
- A copy of your government-issued ID.
- A selfie holding your ID to confirm authenticity.
- Identity Verification: The Customer Success team will verify your ID and ensure it matches the records associated with your accounts.
5. Confirmation and Completion
- Once your accounts have been successfully merged:
- You will receive a confirmation email notifying you of the merge.
- You can now sign in using either login method.
Need Help?
If you encounter any difficulties during the merge process, please reach out to our support team for assistance.