Duplicate email address

Why it happens…

ScholarOne has made numerous changes to their user data model over the years, and because of the vast number of users and the small conflicts between the rules of these incremental changes, there have been cases where a user can have more than one account with the same email address.

In a case like this, ScholarOne cannot decide which user account to link the Author Portal submission to, so it fails.

To resolve:

1. In Author Portal, proxy into the failed submission and copy the first author’s email address from the Authors section.
2. In the S1M Admin Center, navigate to User Administration > User Search.
   1. Paste the author email into the E-Mail Address field and click Search.
   2. If only one (or zero) results are returned, this author is not the author causing the error. Go back to step 1 with the next author in the list.
   3. If results for more than one account are returned, you’ve located the account that is causing the error.
3. Merge the duplicate accounts.
   1. Select the Mark for Merge checkbox for all accounts.
   2. Note of the last modified date. The most recently modified account is the account you should choose as the primary in the merge process.
   3. Click Go To Merge.
   4. Look through the account details to be sure all accounts are related to the same person. If any of the listed accounts do not appear to be for the same person, e.g., a different user is using the same email address as an alternate email, uncheck that account’s Mark for Merge checkbox.
   5. Select a Primary Account from the remaining options. The more complete or more recent account should be selected as primary.
   6. Click Merge.
   7. Accept the confirmation prompt, This will merge… and click OK.
      Note: The merge can take a minute or two.
4. Open Author Portal and end the user proxy session. Then select Submissions > Actions > Resubmit.
5. Wait at least 15 minutes and verify that the submission appears on S1M.