In some cases, a user may end up with more than one account in your TalentLMS portal. For example, this can happen if the user was created or signed up with one email address and later created another account with a different email address.
TalentLMS does not currently support merging duplicate user accounts. This means that user profile details, login history, enrollment history, and uploaded files cannot be combined into one account.
However, you can transfer completion data from one account to another, keep the account the user should continue using, and delete the duplicate account if it’s no longer needed.
Files such as assignment submissions, certificates, and other uploaded documents are not transferred automatically. These files must be downloaded manually from the duplicate account and, if needed, added to the user profile that will remain active.
For instructions on adding files to a user profile, refer to this article: How to add files to user profiles.
| Note: Certificates will be issued again when historical completion data is imported, provided that the course is configured to award a certificate. |
Recommended approach
If a user has duplicate accounts, you can:
1. Check with the user which account they want to use.
2. Transfer the completion data to the account the user will continue using.
3. Permanently delete the duplicate account. This frees up a user seat and allows you to reuse the username or email address, if needed. Note that permanently deleting a user account deletes all the information beyond recovery.
| Note: If you don’t permanently delete one of the accounts and try to change the email address, you will get an error that the email address is already in use. To permanently delete a user profile, please refer to this article: How to permanently delete users and courses in TalentLMS |
Best practices
Before making any changes, review both user accounts and check with the user which account they want to use. Then transfer their course completion data.
We usually recommend transferring the smaller set of completion records. This makes the process easier and reduces the chance of transferring unnecessary records.
To learn how to transfer completion data, please refer to this article: How to import historical completion data in TalentLMS (for courses or learning paths)
For example:
A user has been using a company account to log in to the LMS and undergo training. At some point, the company changes the email domain and issues new addresses to its users. The users log in with their new email addresses and start taking training courses.
If the newer account has only a few completed courses and the original account holds most of the training history, transfer the completion data from the newer account to the original one.
If instead the duplicate account holds the history you want to keep, reverse the direction: transfer the completion data from the original account into the duplicate, then keep the duplicate.
Once you've transferred the completion data to the account you're keeping, update its email address to the one you want to keep. The goal is to keep one final account with the correct email address and the completion data the user needs.
| Note: User details, login history, and other account-specific information cannot be combined. Only completion data can be transferred from one user account to another. |