Merged users launch error (Canvas)

Last updated: July 18, 2026

Summary

When merging users in Canvas LMS, it might cause issues in Portflow. These issues can be resolved by Drieam or by the institution's admin depending on the situation.

As an admin, it might be necessary to 'merge' 2 Canvas accounts. See the Canvas guide for an explanation on the merging process. 1 merged account with 2 different original SIS-ids and 2 access tokens to Portflow sometimes causes problems launching Portflow:

Portflow was not able to launch warning with the reason that the LTI has already been taken.
Portflow was not able to launch warning with the reason that the LTI has already been taken.

In some cases, you cannot fix the launch error as an admin

In that case, send over the following information in a support ticket to Drieam. You can find it in Canvas / Admin / Users (maybe use the API), or in Portflow (See Portflow / Admin / Data Management):

  1. Which domain (if multiple installations: which installation of Portflow)

  2. About the original secondary user: 

    1. Canvas user ID

    2. SIS user ID

    3. UUID 

    4. Name

    5. E-mail

  3. About the original primary user (the one whose information you can view through the UI):

    1. Canvas user ID

  4. Which of the portfolio's do you want to keep?

In some cases, it is possible to fix it yourself. Follow these steps with the user and the admin:

The solution to this Launch error is to delete the access tokens to Portflow from the user account.

  1. Log in to your Canvas account as the user experiencing the error.

  2. Go to Account → Settings

  3. Scroll down to Approved Integrations

  4. Remove the tokens using the trash icons.

    List of approved integrations in the user account.

  5. Launch Portflow and authorise Portflow again.

If this is not possible, the Portflow admin can deactivate and then delete one of the original accounts. 

  1. Go to Portflow.

  2. Go Admin → Data management.

  3. Find the user you wish to deactivate.

  4. Deactivate the user

    Action menu to deactivate the user

  5. Go to the Deactivated users tab

  6. Find the user you wish to delete

  7. Delete the user

    Action menu to delete the user

The user can now launch Portflow again, and continue on the portfolio of the original account that was not deleted.