In some cases, you might need to merge two accounts. The most common scenarios include:
Typo when creating an account
Using a personal and work email
Merging an account can't be undone.
When merging, confirm both email addresses on the accounts. This is to avoid merging accounts with the same first and last name, but they are two different people.
Account merging is restricted by your role permissions. If you can't merge accounts, contact your studio admin. Administrators can request a role update by submitting this form.
Video Overview: Merging Accounts
Video Overview: Merging Accounts
To merge an account, navigate to a customer profile and click on Potential Duplicates. If an account(s) has been identified as a potential duplicate, the number next to Potential Duplicates will indicate how many accounts could be possible duplicates.
The system-identified potential duplicates will be listed and found in the Potential Duplicate Accounts Report. Potential duplicates are identified by matching the full name and either a phone number, address, OR postal code.
If the desired account isn't listed under potential duplicates, click Find Duplicate Account to manually search for and select the account you want to merge with the one you're managing.
To continue to merge accounts, click on Merge and Archive to view a merged account preview:
This screen allows you to preview what the merged account will look like. You must choose one of the accounts to keep. The other account will be removed.
Once you’re sure you’d like to merge the accounts, click the account you’d like to keep and then click ‘Merge accounts’ in the lower right:
Click Yes, merge accounts. As long as the accounts meet all the criteria to be merged, you’ll be directed back to the kept account’s profile.
Kept and Merged Data
The kept account will maintain the following information:
Customer Name
Email address
Phone number
Address
Birthday
Last Active Date
Credit Cards
Only the credit cards on the account being kept will be maintained on the account. Credit cards on the other account(s) will be deleted.
Password
Liability Waiver Signed
Communication Settings
Recurring Fees
The information below will be merged and combined into the kept account:
‘Account created’ date: The system will keep the oldest account creation date.
Tags: The tags from both accounts will be kept. If both accounts had the same tag, only one would be kept.
Purchases: purchase history will be combined.
Classes taken and upcoming classes: class history will be combined.
If the merged accounts took the same class in the past, the account being removed will be “merged” as a guest reservation and not count toward the customer's total class count.
If both accounts are reserved in the same class in the future, the merge will not be allowed until one or both reservations are canceled or the class has passed.
Remaining Credit Package(s)
Active, Frozen, or Pending Activation Membership(s)
Notes
Account Balance: account balances from both accounts will be combined.
If a merged account has filled out an Xplor Growth waiver, they will need to fill it out again if the merged email address hasn't filled out the waiver yet.
Remove as Duplicate
If you don’t think the account listed is a potential duplicate, click on the ‘Remove as duplicate’ link. This will prevent the accounts from being listed in their Potential Duplicates sections.
Unable to Merge Accounts
There are several cases when accounts are not allowed to be merged:
Merging an account with a “deferred/pending” order (add-on, etc.) into an account without a working credit card.
Merging an account with an active membership into an account without a valid and updated credit card on file.
Merging an account with an active membership into an account that does not have a valid and active credit card on file at the payment gateway where the membership will renew/was purchased.
To allow the accounts to merge, the kept account must save a credit card to the payment gateway where the membership was originally purchased.
Merging of two accounts with the same active membership.
One of the memberships can be canceled/terminated to merge accounts.
Merging of two accounts if they both have upcoming reservations in the same class session.
One or both reservations will need to be canceled, or the class needs to have passed to merge accounts.
Merging of employee or instructor accounts, even if an employee is made inactive, you will still not be able to merge the account that was once an employee account.