## Summary

When logging into the Compliance Centre from a Practice Management Software such as Smokeball or triConvey, some users may find that duplicate accounts have been created. This can make it unclear which account to use when onboarding staff, as the same person may appear twice in the user list.


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## Why This Is Happening

Integrations link your Practice Management Software to your search account (either with InfoTrack/triSearch). If a user holds accounts on both platforms but those accounts have not been connected correctly — for example, because they have different email addresses or were set up at different times — the sign in process may create a new account rather than recognising the existing one. This results in two separate user profiles for the same person.

This most commonly occurs when a user is **not** set up as an Admin on both their InfoTrack/triSearch account and their Practice Management Software account at the time the sign in link is established.


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## Things to Look Out For

* **Two entries for the same staff member** appearing in the Compliance Centre user list — check for slight differences in name formatting or email address between the two accounts.
* **Onboarding steps not reflecting** **for a user** — this may mean they have completed steps under one account but are now logged in under the other.
* **Admin permissions missing** — if a user appears to have lost admin access, they may be logged in under their secondary (non-admin) account.

If this issue is affecting your firm, please reach out to support with your search provider i.e InfoTrack or triSearch.

Duplicate Users - Practice Management Software Integration

Editing staff details to resolve Staff Onboarding validation errors

Old Users Appearing in Staff Onboarding

Troubleshooting

 Configuring Verification and Compliance Checks for individuals

Sending Onboarding Requests and Accessing the AML Summary for individuals

Completing the individual Risk Assessment and Finalising Onboarding

How to Onboard an Individual

Performing a Verification of Funds Check

How to Escalate a Client to a Compliance Officer

Enhanced Due Diligence and Escalations

How to Finalise Trust Onboardings

How to Complete the AML Risk Assessment for Trusts

How to Onboard a Trust

How to Complete the AML Risk Assessment for Companies

How to Finalise Company Onboardings

How to Onboard a Company

Conducting an Initial Risk Review for Escalations

Resolving or Investigating Escalations Further

Reviewing Escalations as a Compliance Officer

AML Customer Due Diligence

How to add your AUSTRAC enrolment number

Setting up the AML/CTF Compliance Centre

Navigating the Transactions tab

Governing Body access in the Compliance Centre

Senior Manager or Client-Facing staff access in the Compliance Centre

Understanding the Transactions list

User roles and Viewing permissions

Navigating the Compliance Centre

Uploading your own Firm risk assessment

Completing the Firm Risk Assessment

Uploading an external Policy document

Generate a Policy and Process document

Managing policy and process documents

Policy and Process overview

Due Diligence requirements for Compliance Officers

Performing the Bankruptcy Register search

Performing the Criminal History check

Onboarding a Compliance Officer

Onboarding Governing Body, Senior Manager and Client-facing roles

Managing Staff Onboarding

How to Review Profile Matches from a Screening Check

Understanding Screening Check Statuses

Conducting PEPs, Sanctions, and Adverse Media Checks

Tracking completed Training Modules

How to check Training Status and access your Training Completion Certificate

How to access and complete Training modules

Managing Staff Training

AUSTRAC Reports

Viewing and filtering existing Reliance Agreements

Creating a New Reliance Agreement

Managing Reliance Agreements in the Compliance Centre

Frequently Asked Questions

Getting Started with the Compliance Centre

Guide

Help Center - Live

Duplicate Users - Practice Management Software Integration

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Duplicate Users - Practice Management Software Integration

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