Duplicate ScreenCloud accounts can occur when signing in with different login methods or when team members are invited but they sign in before accepting an invite. This article explains how to identify, resolve, and prevent duplicate accounts.
Why duplicate accounts happen
Duplicate accounts most commonly occur when:
A user attempts to log in to ScreenCloud first before accepting their email invitation
A user selects Sign Up instead of Log In when trying to access an existing account
How to resolve a duplicate account
1. Disconnect any devices
If any screens or players are paired to the duplicate account, delete them first to free up those licenses. As duplicate accounts are typically on a free trial, no license charges will have been made and there is nothing to transfer to your active account.
2. Contact ScreenCloud Support
Reach out to our support team to delete the duplicate account. Have the email address associated with the duplicate account ready so we can identify it. The account must have 0 screens paired.
3. Clear your browser cache and log back in
Once the duplicate account is removed, clear your browser cache and sign back in using your correct login method.
4. If you're being redirected to the wrong account
Select your username in the bottom-left corner and use Switch Organization to return to your correct account. Alternatively, open any invite link in an Incognito or Private browser window to avoid cached session conflicts.
Preventing duplicate accounts
Use a consistent login method
Always sign in the same way you originally created your account, either via email and password or via Google / Microsoft / LinkedIn / SSO.
Set up SSO for your organisation
If your organisation uses Single Sign-On (SSO), configuring your email domain to enforce SSO sign-in prevents users from accidentally creating separate accounts. Contact your ScreenCloud account manager / customer success manager or our support team for help setting this up.
Managing your subscription after resolving a duplicate account
Once the duplicate account is removed, make sure your active account has the correct number of screen licenses and a valid payment method. You can review and update these in Account Settings > Billing. For help managing licenses, see ScreenCloud Studio Billing: Managing Licenses, Discounts, and Payment Details.
Frequently asked questions
A team member already has a ScreenCloud account, can I still invite them?
If a team member has an existing account under a different email, ask them to log in with that email and use the invite link received by email, rather than creating a new account.
Can I delete a duplicate account myself?
Account deletion needs to be handled by our support team. If the duplicate account is on a free trial, we recommend requesting deletion before the trial ends to keep things clean.