Multiple Users
In rare cases, a Contact may have more than one User record. This situation may occur when Users use the New button on the Users page to create a new User record and assign the new User to a Contact that already has one. It may also occur when someone edits a User record, changes the assigned Contact, and selects a new Contact that already has a User record.
- Family members share an email address (for example, a husband and wife had a shared email); or
- A parent's email is also listed as their child's email address.
When this occurs, Users can't log in using the shared email address or use the shared email address to reset a password. To mitigate these concerns:
- Encourage people to use a unique email address.
- If they continue to share an email address, make sure they have a username that is not the shared email address.
Merge Duplicate User Records
A nightly data quality routine looks for this scenario. When it finds one, it duplicates the Contact record, creates the additional User record associated with the new record, and adds a "Duplicate of" relationship to tie both records together. You can then use the Combine Contacts tool to merge the duplicates.
Once completed, this process transfers all User Groups and Security Roles to the remaining User record. If the User record has more than one instance of a Security Role, it only keeps one.