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Merge two customer accounts without losing history

Customers end up with two accounts after changing email addresses or signing up through different routes. Merging them safely protects their history and your records.

Last reviewed

Confirm both accounts are theirs

Ask them to prove ownership of both, for example by replying from each address. Never merge on a claim alone.

Decide which account survives

Keep the one with the longer history or the active plan. Tell the customer what will change before you do it.

Check billing first

If both have a plan, decide how to handle the overlap and any refund before merging.

Merge, then check the result

After the merge, confirm tickets and contacts show under the surviving account and send the customer a short confirmation.

Record why it happened

Tag the ticket. Many duplicates come from a sign-up flow problem you can fix.

Questions

Can a merge be undone?

Often not. Confirm the plan with the customer in writing before you merge.

What if two people share a company domain?

Treat each address as its own person unless an admin asks you to combine them.

Should we merge tickets too?

Yes, so the history stays together. Keep the original ticket references in a note.

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