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She was given access to another Jira system with a client, which has now been deleted (the email address was the same), but keeps showing up as 2 users in our Jira. How can we remove this, when we cannot even see the second user in our admin?
Do you also have JSM?
It might be that she is a customer in a JSM project with a different email address, but with the same username.
Otherwise the most probable explanation is that there is a duplicate record on the database. Then raise a ticket at Atlassian for an investigation.
This as I see you have posted this question in Jira Cloud Admins and my assumption therefore is that you are running on Jira Cloud