Old Session of the device normally appears as the duplicated device in the customer's dashboard. This normally happens when a customer uninstalls and re-install the app on the device.
Often times, it is mistakenly regarded as a duplication bug in our system. Customer tends to send us an email requesting to remove the old session of the device from their list without them knowing it will be gone soon on their next reporting period.
To directly remove the old session of the device from our server, see steps below:
STEP 1: Log in to your admin account if needed then search the customer's current primary email address in the Device tab.
STEP 2: Check the Create date and open the ID Nice for the old session. (Basically the most recent create date is the current session running in customer's device so ALWAYS pick out the old create date of the device in the record)
STEP 3: On the User section, change the status of the device from "Active" to "Inactive".
STEP 4: Scroll down and hit the "Save" button.
STEP 5: The old session of the device must be in "Inactive" status this time.
NOTE: Email back the customer and inform him/her that the old session of the device have been removed in his device list this time.