Once you've located multiple accounts for the user be sure to confirm that the email addresses on those accounts belong to the user. This can be done by asking the user to provide any personal/work email address that may have or if they can confirm an email address that ends in @example.com.  

After you determine which accounts belong to the user, see if more than one account has completed courses. 

If more than one account has completed courses create a ticket so that we can merge the accounts together. Confirm with the user which of the accounts with completed courses the user would like to stay active. 

If not more than one account has completed courses create a ticket so that we can make the other accounts inactive and go ahead and assist the user with accessing their account with completed courses while they're in chat.

I am currently seeing multiple approved accounts for you. Do you know the username/email address of your original account? I will check the accounts to find out which account has activity, and I will be happy to assist you with access to that account. I will create a ticket once we know the correct account name and have the admin remove the other one.

Kindly note, in the future if you are having issues with your account, cannot log in, don't know the password, etc., please do not create a new account. Kindly reach out to us here in chat and let us know what issues you are having. We will be happy to further assist. Creating a new account may eventually cause issues.