How to fix Duplicate accounts for a Learner

It is possible on your Ethena journey that due to things like name or email address changes, two duplicate accounts can be accidentally created for a learner. This can cause issues like double training, with training records split between two accounts. Here’s how we would recommend avoiding this, and what to do if it does occur.

How to avoid duplicate accounts

If you use an HRIS integration, any email address changes should occur automatically, with no further action needed. If you use CSV uploads to manage your users, you should update a user’s email address manually on their Ethena profile.

If you need 15+ users’ email addresses changed (in the event of something like an org-wide domain change), reach out to support@goethena.com for help with doing this in bulk.

What to do if you have duplicate accounts

There are two main situations that can arise with duplicate accounts. Here’s how we’d recommend resolving this based on each situation:

One account is connected via HRIS, and the other is not

1. 1. This most commonly occurs when you were previously using CSVs to manage your users, and then you switched over to an HRIS integration. Sometimes an older email address could remain in the account.
   2. Check the two accounts’ learning transcripts to determine the best next step:
      1. If neither account has any completed trainings or only the HRIS-connected one has, simply terminate the non-HRIS account and keep the HRIS-connected one.
      2. If the non-HRIS account has learning history, but you want to keep the HRIS one:
         1. Edit the HRIS-connected account and select ‘Manage Manually’
            1. Change the email address on that account to something like learnername+deleted@domain.com
            2. Mark that account as terminated
         2. Then, edit the email address of the other account (the one with learning history) to match the email address that’s used in the HRIS.
         3. At the next HRIS sync, the account should automatically sync with your HRIS.

Neither account is connected via HRIS

1. 1. If you manage all your learners manually, you may have accidentally created a new account for a user’s new email address without editing the old one. In this case, we’d recommend the following:
      1. Edit the new account (which doesn’t yet have learning history) and change the email address to something like learnername+deleted@domain.com
      2. Mark that account as terminated
      3. Then, edit the email address on the old account to be the learner’s new email address
   2. If both accounts have learning history, you may need to mark some assignments as completed once you merge the profiles.