Genius CE and Enterprise gives learners a self-service Edit Account page where they can update their own first name, last name, email, phone, and password. This works well for learners updating their own information — but on a shared device, if one learner is still signed in and another learner opens that page and types their own name, email, and password over the top, the profile gets fully overwritten. The learner who was originally on the account can no longer sign in, and any new enrollments the second learner completes accumulate under the original learner’s account.

This article walks administrators through recovering both learners’ records using standard admin actions in Genius. No support ticket or database work is required.

Look at the account’s Audit tab. The signature is distinctive, but has two parts that usually appear separately:

The audit trail is the source of truth for the original profile values you will need to restore in Step 5. Do not skip this - the values are only easy to recover before another administrator edits the record.

Navigation: Administration > Users > Find User

Search for the affected account, open it, and click the Audit button. Genius opens the user’s enrollment and profile audit history.

Two things to gather from the Audit tab before you begin:

Note: If you are not sure whether an enrollment belongs to the original learner or the second learner, check the enrollment’s insert date against the overwrite date on the Audit tab. Anything added after the overwrite is almost always the second learner’s. When in doubt, confirm with the client before moving it.

The learner who overwrote the account needs their own account before you can move any enrollments to it.

Navigation: Administration > Learners > Add Learner

Fill in the second learner’s real information (name, email, phone). Save.

Open the newly created learner. Enroll them in each section where completions accumulated under the original account.

From the new learner’s page, use Enroll in Section in the left menu to add each section one at a time.

The new enrollments you just added will start at Active with no grade or exit date. You need to copy the completion values from the original account’s enrollments before dropping them.

Open each enrollment on the new account and update the following fields to match what shows on the original account’s Current Enrollments list:

Note: If you have several enrollments to update, use the Enrollments > Bulk Actions page. Search for the enrollments you want to change, select the rows, click Bulk edit…, fill in the fields that should change, and click Bulk Save. Status, Grade, Start Date, End Date, Exit Date, Credits, Comments, and Drop Reason can all be set from this modal. Fields left blank in the modal keep each enrollment’s existing value.

Now that the second learner has their own copies, remove the duplicates from the original account.

From the original learner’s page, open Current Enrollments. Select the enrollments that were added after the overwrite date. Click Drop selected.

Important: Dropping enrollments in a section whose status is set to Dropped Grace will automatically refund the learner. Read the on-page warning before confirming. If refunds should not happen, choose a non-Grace drop status.

Dropping is reversible. If you drop the wrong enrollment by mistake, go to the learner’s Reinstate in Section page - it lists dropped enrollments and offers to restore them.

With the enrollments moved, restore the original learner’s profile fields to what the audit history showed.

Navigation: Administration > Users > Find User

Find the account and open it. Overwrite each field the second learner changed, using the values you gathered in Before You Start:

Save.

Note: If a field on the original account was empty before the overwrite (for example Preferred Name, Gender, or State), leave it empty. Do not fill it in. The audit trail is the source of truth for what “before” looked like.

Neither learner should log in with the current password. On the same Find User page for each account, check Force reset password upon login, then save

Do this on both the restored original account and the new account you created in Step 1.

The next time either learner signs in, Genius prompts them to set a new password before they can go any further.

Important: Force reset does not send an email or notification. The learner only finds out when they try to sign in. If the client wants either learner alerted sooner, contact them out of band (phone, in-person, or a separate email from the client’s administrator).

The recovery above splits the two learners cleanly on the Genius side. It does not re-split the associated Learning Management System user.

There is no way to move Learning Management System coursework between Learning Management System users from Genius. If coursework needs to be moved, it must be handled inside the Learning Management System (e.g., Brightspace, Canvas).