User has two accounts, one with profile and one without

[Bryan Dunford]

We have a user that somehow has two accounts.  Email address is the same.  One has a profile and one does not.  I have looked everywhere for this extra user profile to delete it, but without success.  I've also looked through the support and it doesn't seem to answer this issue either.

It looked like this article might solve the issue, but when I get to step 3, I do not see a Portal Customers option.  All I see is:

It doesn't show in the list of users.  You can see in the screenshot below that the correct one is purple and this phantom one is in grey without the initials.

The problem is that people keep assigning things to the grey icon user and not the purple one.  The purple one is the one that actually works and alerts her, etc.

Any suggestions?

https://confluence.atlassian.com/jirakb/permission-and-access-issues-due-to-duplicate-accounts-1167739146.html

[Andy Heinzer]

Hi @Bryan Dunford 

I suspect that this might be due to a duplication of the account as a JSM customer.  If that's the case, then a site-admin on your site could potentially merge the duplicate account.  But since I can't see all the info, I created a support case on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1038640

and I included your site-admins on that ticket.  This way we can get someone from our support team to take a closer look at your environment to see why this might be happening, in cases the cause is different here.

Andy

[Bryan Dunford]

Thanks a bunch!

[Shawn Doyle - ReleaseTEAM]

You'll have to have Atlassian fix this for you.  I've hit the "Summon Support" button for you.

[Bryan Dunford]

Thank you!