The same device listed twice

Nicholas Dupont

The similar post did not answer the question I have. In the devices list for the member (I am their Ally and Admin) the same iPhone is listed twice. Is there a way to delete that entry on the device list and keep the other (active) one? If not, do we need to uninstall Victory/Shield and delete from somewhere before reinstalling?

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    Daniel

    Hello Nicholas,

    Thanks for you question. Roughly how long has this been listed twice on the device list? I ask because we typically see this on reports after a device was recently updated - either the operating system or the Covenant Eyes software - and the reporting service thinks there are two separate instances even if it is only one physical device.

    If that is the case here and one of those instances is showing as inactive then the inactive device should fall off the report entirely after two weeks of inactivity. If the inactive device stays on the report for longer than two weeks I might recommend reaching out to my Member Care team via phones or chat so they can investigate that for you. 

    Thanks again and I hope you have a great rest of your day!

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