Duplicate Users - Practice Management Software Integration

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.

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.

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.