At times a duplicate account gets created due to a user error, or a duplicate/changed email that the integration will use to auto-create that profile from your CRM. The most common occurence is that an admin manually adds a user in the company users page, and not realizing an account for this user is already set-up.
A few things to keep in mind that must be true in order to have the ability for accounts to merge:
One of the accounts will need to be in an "invited" status in order to merge the accounts
The user will to need to accept their invite and have an email and password already set-up with 1 of their accounts.
Instructions for how to get this merged when you notice a duplicate account:
Here's what a duplicate would look like, and if one of these accounts is indicated with a blue link for one of the emails, like the photo below, you will be able to merge these accounts.
Locate the one account that does not have an "invited" status and click into that profile to see the email that was set-up by the user. They will need to know the credentials they use to log-in for this next step.
Next, go into their profile that says "Invited" and resend them an invite to their email.
Through this invite, have them accept the email and then click the option "Use existing login", and then login with the credentials they had already set-up. By going through that button and logging in with their already existing credentials, the two accounts will merge.
If you are seeing duplicate accounts and the set-up is different than outlined above, please reach out to support to see how we can help with getting a user into the right account.