I'm getting a 'Duplicate address' error when trying to update an existing learner

Modified on Fri, 27 Mar, 2020 at 4:21 PM

In order to update an existing account, you need to change the settings during the upload process.

Please reprocess the document using the below settings:

Upload type: Add new and update existing users

New user password: Create password if needed

Existing user details: Override with file
Existing user password: No changes / Update
Force password change: Users having a weak password / None / All
Allow renames: No
Allow deletes: No
Allow suspending and activating of accounts: No
Prevent email address duplicates: Yes
Standardise usernames: No
Select for bulk operations: No

If you have already chosen these settings and the Duplicate address error shows, this could be due to how this user's email address was previously entered.

If the email address is lower case on your CSV but upper case in the user's account

there is a hidden space bar in the email address on your CSV or in the user's account this will cause a conflict.

You can correct this discrepancy by the following steps:

Ensure the email address has been entered all lower case and has no hidden space bars
Enter an underscore just before the @
Process the CSV and change the email address, this will temporarily make it incorrect but distinctly different
Remove the underscore from your CSV upload and process it again.
This should correct the email address to be all lower case and contain no hidden spacebars