Name change causing issues for one of our employees.

Hello ​@Eddie_DOR 

Key points to narrow down this issue:

• Did the employee's email address change, or only the first/last name?
• Is your org using SSO (Entra ID, Okta, Ping, etc.)?
• In User Management, do you see one user or two separate users?
• Is the employee unable to start previously scheduled meetings, or is it specifically AI Companion content that's inaccessible?

A few common causes to investigate:

• SSO/Identity Provider change — If your org uses Entra ID (Azure AD), Okta, Ping, etc., the identity provider may have provisioned a new Zoom user instead of updating the existing one after the name change. 
• SCIM provisioning — An HR-driven name change may have triggered SCIM to create a duplicate user record rather than update the existing one. 
• Email address change — If the employee's email address also changed (not just the display name), Zoom would treat this as an entirely new user. 

Recommended Actions

1) Check User Management First

In the Zoom Admin portal, go to User Management and determine whether you see:

• One user with two names appearing in different places, or
• Two completely separate user records 

2) If It's an SSO/Provisioning Issue

Verify that your identity provider is updating the same user rather than provisioning a new one. The fix should be applied at the IdP level so the original account is preserved — this retains ownership of all meetings and associated assets. 

3) If a Duplicate Account Was Accidentally Created

• Determine which account owns the scheduled meetings and AI Companion content. 
• Have the employee sign into that account to access their existing assets. 
• Note: Zoom does not have a native account merge capability, so a full merge of two separate accounts has to be performed by submitting a support case and requesting an account merge.

I hope this helps and if this answers your question please make sure to mark this as a solution.

Thank you,

Jake

Thank you Jake for your help.

We use SSO and when I updated the employees name it created a new Zoom account with the new name.  Well actually I just added another last name to the employees current name. So just as an example the users name was Jane.Doe.  I added Jane.Doe-newlastname.  so there were 2 accounts Jane.Doe and Jane.Doe-newlastname. 

What I ended up doing was making Jane.Doe-newlastname a delegate for Jane.Doe, and Jane.Doe-newlastname was able to go into her old meetings and edit and delete meetings that she could not previously access since her name change.  Thank you again for your help