Overview
Duplicate enrollments occasionally appear in Campus Ivy when a student is enrolled more than once in the same program. They must be removed by the Portico support team — do not attempt to cancel one enrollment yourself, as this can affect both records simultaneously.
Why Duplicates Happen
Duplicates most commonly occur when a reinstatement, start-date change, or cohort transfer creates a second enrollment alongside the original, or when a student transfers between locations and both appear in Campus Ivy.
Important: Do Not Self-Cancel
If you attempt to cancel one of the duplicate enrollments from your side, both enrollments may be linked and will cancel together, leaving the student with no active enrollment. Submit a support ticket instead and let Portico handle the removal.
How to Submit a Request
Email fasupport@campusivy.com or submit a ticket through the support portal with the following information:
- Student name and ID number
- Which enrollment to remove (specify the program, start date, or location if there are multiple)
- Confirmation that all documents and awards should remain on the correct enrollment
The support team will remove the duplicate and confirm when the record is clean.
Duplicate Profile vs. Duplicate Enrollment
A duplicate profile means the student has two separate accounts in the system (two different ID numbers). A duplicate enrollment means the student has one profile but two enrollment records within the same program. Both require a support ticket, but profile merges take slightly longer as documents and awards must be carefully transferred. When submitting, note which type of duplicate you are seeing.
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