If a student has requested an account with a different email, other than what is already in Handshake, you can delete the duplicate user account and update the email address of the existing account.
Steps to fix duplicate student accounts:
- Approve the incoming student request to connect with your school (this will allow you to manage the account for step 2)
- Delete the secondary user account
- refer to How to Delete a Student Account for step by step instructions
- Manage the account email through one of the following:
- Have the student add the email address as an additional email on their account as described in Update Your Primary Email Address in Handshake.
- Learn more about this workflow's impact to your team in Additional Email Addresses for Students.
- Update the email address on the existing account per the steps in Career Services User Settings: Email Change Request Process.
- Have the student add the email address as an additional email on their account as described in Update Your Primary Email Address in Handshake.
FAQ's
Is there a way to merge duplicate student accounts?
- At this time, there is not a way for Handshake to merge duplicate student accounts.
"This email address is already connected to an existing user in Handshake." shows when I try to change the email, but I am unable to locate an account with that email address. What do I do?
- If this is the case, there's already an existing account in Handshake with the email address that is not connected to the school. You will need to determine wether the student is connected to another institution or not.
- If the student is not connected to another institution, you can add them manually by following the steps in How to Process Student & Alumni Connection Requests.
- Note: you can use this workflow to determine wether a student is connected to another institution. If you are unable to add them this way, they are likely connected elsewhere.
- If the student is connected to another institution, refer to Managing Students Already in Handshake but not Connected to Your School.
- If the student is not connected to another institution, you can add them manually by following the steps in How to Process Student & Alumni Connection Requests.
Can I delete a student that is pending at my institution?
- Yes, but only if you approve the request or manually connect the account to your insitution first. Once the account is connected, you can proceed with deletion. Refer to How to Delete a Student Account for more information.
When is the student's email changed?
- When they confirm the change by entering the verification code that was sent to their updated email address.
Can I update an email address to one that already exists in Handshake?
- No, if the email address already exists in Handshake (even if it is tied to a different user type) you can't use that email address. This is to make sure that students don't get access to a career services user or employer account.
- Note: If you are testing this process as a career services user, and you attempt to change the email to your student account, you will not be able to change it back to match your career services account email.
Does the student need to login to their old account in order to change their email?
- Not if a career services user changes it. If a Handshake support team member changes a student's email, the student will need to login to their old account to complete the update.