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A client is getting an error: “More than one match found for user in account 1" when logging in to Web Help Desk.

This article described an issue for specific Clients that unable to login to Web help desk portal

First published date

6/26/2019 10:13 PM

Last published date

9/26/2026 1:42 PM

Overview

When a client is attempting to login within the WHD portal, he/she is receiving the error messages below:
"More than one match found for the user in Account 1".

This message appears because you have another active client account that has the same username or email address.

Product section

Web Help Desk

Cause

You have a duplicate client account that has the same "username" and/or "email". 

Resolution

Resolution 1

Do an advanced search on both email and username and you will likely find an inactive account.

 

  1. Login to WHD portal
  2. Click the Clients tab
  3. Click the Advanced Search
  4. Used the conditions below:


  1. Delete the duplicate account that has the same "username" and/or "email".

Resolution 2

 

  1. Login to the Web Help Desk console
  2. Search the affected Client/s.
  3. Link the Client with LDAP.
  4. The error contains the other Client who is using the same Username or Email Address as the affected Client.
  5. Enter the correct Username or Email Address.
  6. Save