Overview
If a scheduled report is arriving in recipients' inboxes twice — either as two separate emails or two attachments in one email — the most common cause is a duplicate schedule configuration: the same report has been saved and scheduled more than once, or the schedule was re-saved without removing the original.
Step 1: Check for duplicate schedule entries
- Go to Admin > Reporting > Reports > Scheduled Reports.
- Look for the affected report. Confirm there is only one active schedule for it — not two entries with the same report and delivery settings.
- If a duplicate schedule exists, delete or deactivate the extra entry.
Step 2: Check recipient list for overlapping addresses
Some customers will add distribution lists as a user. Individuals who have an account as well as being in a distribution list may receive the report twice. Review the recipient list for the scheduled report and remove any duplicates.
Step 3: Escalate
If only one schedule exists and recipient lists are clean, the duplication may be a platform-level issue. Raise a ticket with Acorn Support including the report name, schedule frequency, recipients affected, and example email timestamps showing the duplicate sends.