Our team has been investigating ongoing issues related to Rock logins, driven by a growing number of duplicate profiles, frustrated attendees, and feedback from ministries. Here's what we've found:

🔍 Key Findings

• Over 30% of new users creating logins are not successfully paired with their existing Rock profiles.
• More than 30% of returning users experience login difficulties that often result in creating duplicate accounts.

These issues not only create manual cleanup work but also negatively affect user experience, hinder access to tools, and reduce confidence in the platform.  Even with dedicated resources to manage duplicate accounts and keep our data integrity high, we are still struggling with the efforts required surrounding duplicate accounts.

⚠️ Contributing Factors

1. Confusing User Experience During Login/Registration

When a possible profile match is shown, the default radio button is set to “None of these are me.” While this may be the safer default, it’s not intuitive and often results in users mistakenly bypassing a valid match.

If two profiles have similar first initials (e.g., Mark and Matthew), users struggle to confidently select the right one.

The masked names (e.g., M******* for Mark**) do not reflect the actual number of characters, further eroding trust in the match options.

Previous versions displayed more contextual information to aid in selection; we suspect this was removed for security reasons.

2. Multiple Emails & Password Reset Confusion

Users frequently have multiple email addresses on file and may not know which one is linked to their account, making it difficult to reset their password using the core forgot username block—even if they remember their username. 

💥 Impact

• Duplicate profiles lead to broken access: users can’t see their personal info, family data, groups, or Giving Statements—leading to confusion, concern, and extra support needs. Redundant data procurement.
• In tools like Group Leader Toolbox, unreconciled logins prevent users from seeing the tools they need—even after being prompted to take action.
• As we work toward broader use of Rock’s features, the compounding nature of duplicates slows progress and undermines confidence.
• Personalization efforts suffer—we can’t tailor the experience if we can’t confidently identify the individual.

✅ Next Steps

We're continuing to explore improvements—both in user experience and internal processes—to reduce duplicates and improve overall login success. Clearer match interfaces, improved communication during login, and a stronger understanding of user behavior are key to solving this.

We'd like to see CORE Rock address these concerns, but in the meantime, we are actively working on a custom workflow solution to mitigate the login issues using email address only.

Issues to Address:

1) Email address entered does not match a primary or secondary email address on any person record

2) Email address entered matches primary email address found on one person record

3) Email address entered matches primary email found on multiple person records

4) Email address entered matches secondary email address (no primary email address matches) (Person Search Key = email)