Help Center

Merge duplicate client accounts

When two client accounts belong to the same person, use Merge accounts to keep one account and absorb the other. You choose which account to retain; the current merge screen does not offer a field-by-field Choose fields step.

Before you begin

You must be the organization owner or have the Can merge client accounts permission to see the merge action. The account you keep must have a valid email address.

Check that the accounts really are duplicates. Review their names, contact details and related records before choosing which account to keep. The modal warns that email addresses shown for the absorbed account will be removed from your organization. Do not assume that every email address or account-access detail will remain unchanged.

Merge two accounts

1. Go to Clients and select exactly two duplicate accounts. Selecting one account or more than two does not enable this action.
2. Click Merge accounts.
3. Select the account to retain. It is marked Keep; the other account will be absorbed.
4. Review the preview for both accounts. It shows counts of memberships, classes, forms and finalized invoices when those collections are present. Check the direction of the merge and the email-removal warning.
5. Click Merge, review the additional confirmation, and confirm only when you have selected the correct account. You can cancel before confirming.
6. After the success message, open the retained account and review its contact details and related records.

For example, if the same person has an older account and a current account, select both and choose the account you intend to keep. Do not choose solely by name: compare the email addresses and records first.

If the merge button is missing

• Check that exactly two accounts are selected.
• Ask the organization owner to check your Can merge client accounts permission.
• Leave the anonymized-client view; the merge action is hidden there.

If the merge reports a missing or invalid email on the retained account, review and correct that account’s email before retrying.

After merging

Review the retained account before making any separate billing corrections. Merging accounts is not a replacement for reviewing duplicate invoices, payments or refunds individually.

There is no customer-facing undo control in the current merge modal. If you merged the wrong accounts, contact support before making further changes.

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