Fix duplicate accounts

When someone has more than one account on a workspace, they have duplicate accounts. They usually occur by mistake on workspaces that require their members to use single sign-on (SSO). For example, if a member enters an email alias to sign in to Slack, or enters a typo, this will create a new account. If this happens, Owners and Admins on a workspace or org can fix duplicate accounts for members.


Fix duplicate accounts 

Standard and Plus plans 

Enterprise Grid plan

Workspace Owners and Admins can fix duplicate accounts for members:

Step 1: Allow email addresses to be changed

  1. From your desktop, click your workspace name in the top left.
  2. Select Administration, then Workspace settings from the menu.
  3. Click Authentication.
  4. Beside Google Authentication Settings, click Change Settings.
  5. To the right of Settings, click Expand.
  6. Turn on Allow users to change their email address.
  7. Click Save Configuration.

Step 2: Update a member’s email address

  1. From your desktop, click your workspace name in the top left.
  2. Select Administration, then Manage members.
  3. For the account you’d like to change, click the email address and enter a new one. Note: Any email address will do — you’ll simply need to release the desired email address from the duplicate account.
  4. Once that's done, you can deactivate the duplicate account.  
  5. Next, find the original account. Click the email address and replace it with the one you released.
  6. Click the  three dots icon to the right of the member’s name and select Send SSO Rebind Email. The member will receive an email instructing them how to bind and authenticate their account.

Step 3: Change workspace settings back

  1. From your desktop, click your workspace name in the top left.
  2. Select Administration, then Workspace settings from the menu.
  3. Click Authentication.
  4. Beside Google Authentication Settings, click Change Settings.
  5. To the right of Settings, click Expand.
  6. Turn off Allow users to change their email address.
  7. Click Save Configuration.

Org Owners and Admins can fix duplicate accounts for members:

  1. From your desktop, click your workspace name in the top left.
  2. Select Administration, then Organization settings from the menu.
  3. Under  Organization, click Members.
  4. Find the member’s duplicate account and click the  three dots icon to the right of their name.
  5. Select Edit Profile and change the email address on the account to a different one. Note: Any email address will do — you’ll simply need to release the desired email address from the duplicate account.
  6. Next, find the original account. Click the email address and replace it with the one you released.
  7. Click the  three dots icon to the right of the member’s name and select Send SSO Rebind Email. The member will receive an email instructing them how to bind and authenticate their account.


Prevent duplicate accounts

To prevent duplicate accounts being created, ensure that everyone uses the correct email address that is tied to their account. Here are some tips to keep in mind:

  • Make sure members use the correct email address to sign in to Slack. If a member's email address is jsmith@acme.com, but they use the alias john@acme.com instead, they'll end up with a duplicate account.
  • If you're using an identity provider (IDP), make sure your identifier is set to a unique and unchanging value, like an employee number, for example. Setting your identifier to a value like an email address may result in members creating duplicate accounts.

 Who can use this feature?

  • Only Workspace Owners/Admins and Org Owners/Admins can access this feature.
  • Available on the Standard, Plus and Enterprise Grid plans.

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