Support Category: User Account | Multiple Accounts


Specialist Notes:


The USTA Leadership Lab portal and the USTA Officiating Development Hub shares the same system and it’s possible for a user to be both a Leadership Lab user (works or volunteers with USTA) and an Officiating Development Hub user (officiates tennis). When these accounts are under different email addresses, they typically do not cause any issues. However, some users may have, or wish to have, accounts in both portals under the same email address.


Please follow the steps below to assist the user:


1. Search for Accounts
  • Always search by name to check if the user may have more than one account.
  • To confirm with the user, ask if they have used any other email addresses.
2. Identify Multiple Accounts
If multiple accounts are found, provide the SR at the bottom.

Exceptions:
  • If you notice that one of the accounts is set as DUPE, it means that the admins have already processed a merge request for the user, and no further action is required [see example here]

  • If the Official account has an email address as its username and the username for the Committee Member account follows the first initial+last name format, then the accounts have already been corrected, and no further action is needed [see example here]

  • If one account is a USTA Officiating Development Hub Admin account, please provide Officiating Admin Account | Inquiries or Requests SR instead of creating a ticket.
3. Gather Required Information and Create a Ticket

When creating the ticket, collect the following information from each account:

•    Email

•    Username

•    User ID

•    Identifier information about the USTA structure [see example here]


 NOTES FOR TICKET PROCESSORS!


For ticket processing, please refer to Multiple Active Accounts | Ticket Level - Start Here SR. The Administrators handle these situations on a case-by-case basis.


Standard Response:

 

Thank you for your patience while I looked into this for you. We noticed there are multiple active accounts for you in the system, so we will need to escalate a ticket to the USTA Leadership Lab Administrators for further assistance. Please allow me a few moments while I create your ticket.