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How to Merge Duplicate Customer Accounts

When a customer appears in your system twice, merge them into one record — combining all history, subscriptions, and credits onto a single profile.

What Gets Merged

  • All appointments and class registrations
  • All subscriptions and booking credits
  • Credit balance
  • Payment history
  • Tags, notes, and purchase history

The duplicate record is archived after the merge.

Two Ways to Start a Merge

From a Customer Profile

  1. Open either of the two duplicate profiles in Contacts
  2. Click the overflow menu (three dots) near the top of the profile, then Merge with another customer.

The customer action menu open, showing Merge with another customer among the options

  1. Expected: The Merge modal opens — search for the other duplicate.

The Merge with another customer modal at the search step

From the Contacts List

  1. In Contacts, select exactly 2 customers using the checkboxes
  2. Look for the Merge action in the bulk actions bar

Steps in the Merge Modal

Step 1: Identify the two records

The modal shows both customer profiles side by side. Confirm these are the two you want to merge.

Step 2: Choose the “keeper” (surviving record)

  • Select which record to keep as the primary profile
  • The other record will be archived
  • Tip: Keep the record that has the most complete data (phone number, correct email, existing payment method)

Step 3: Review what will be combined

  • All history from the archived record is transferred to the keeper
  • Review for any conflicts (e.g., two different emails)

Step 4: Confirm the merge

  • Click: Merge

On Mobile

Same steps — Merge works on mobile browser.

Tips

  • Merges are permanent: The archived record cannot be unarchived easily. Double-check you’re merging the right two records.
  • Subscription conflicts: If both records have active subscriptions, both transfer to the keeper. Review and cancel any redundant subscriptions after merging.
  • Different emails: The keeper’s email is used going forward. The old email still maps to the same profile internally.

Troubleshooting

I can’t find the “Merge with another customer” option. You need Admin or Manager role with CRM access. Also confirm you’re looking in the overflow (three-dot) menu on the customer profile, not the profile header.

Merge button is grayed out when I select 2 customers. Make sure both are active (not archived). Also confirm you’ve selected exactly 2 — no more, no less.

Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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