Avoiding duplicate accounts
As we all use separate booking systems, duplicate accounts can be a common occurrence.
Please see PDF below and watch the video for tips on how to avoid duplicate accounts.
This happens when learners have their email updated in ADM/APT but not in FI Learn.
When you update the email address, it must be changed in 4 places as follows:
Accessplanit Users
FI Learn User Name
FI Learn email
Accessplanit email
Accessplanit User External ID
Administrate Users
FI Learn User Name
FI Learn Email
ADM email
ADM user External ID
If the email isn’t updated in the places listed above, a duplicate account is created by the API. NB it is not possible to merge accounts in FI Learn. The implications of duplicate accounts are as follows:
- Progress is made through the wrong account and has to be manually transferred over by the LMS team – this is a very time consuming and labour-intensive process and has a lead time
- You learner may have the wrong user type in FI Learn and may not be able to access their content
- You will need to re-enrol the learner on to all their course enrolments and course groups manually
- The learner will have 2 log ins for FI Learn until the problem is resolved
- Learner set up may need to be repeated by the coach
- App set up may need to be repeated by the LMS team
Please take extra care when changing emails to avoid all this extra work.
If you do find a duplicate account, please raise a ticket on the FI Learn helpdesk so we are able to help you. The LMS team can:
- advise you which account is best to keep
- help to transfer progress / grades from one account to another
It is the responsibility of your centre (not the LMS team) to do the following:
- transfer any course enrolments from one account to another (centre admins)
- apprentice learner set up (coaches)
- any communications with the learner