Sometimes a family ends up with two accounts, or the same Enrollee shows up twice on one account. Our support team can merge them for you. Use this article to learn what causes duplicates, what happens during a merge, and how to send a request.
How Duplicates Happen
Duplicate Accounts
An account is identified by a name and a unique email address. Each account has a Primary Account Holder, who is responsible for payment, and can also have a Secondary Account Holder. If the Enrollee is an independent adult, the Account Holder and the Enrollee may be the same person.
A duplicate account is created when an Account Holder enrolls with a different email address than the one on their existing account, or makes a typo in their email. The same person then has two accounts under two email addresses.
NOTE: If one account with the same email address shows up twice in search results, it's a known bug. We can't merge or fix it right now.
Duplicate Enrollees
An Enrollee is the person who is enrolling or participating. Your organization may use a different label, such as Student, Player, or Member.
When a returning customer fills out the Enroll Form, their existing Enrollees appear in the Enrollee section so they can select them. If the customer adds the same name again instead of selecting it, Enrollsy creates a duplicate Enrollee. The duplicate shows up as a second tab with the same name on the Account page.
What Happens When Accounts Are Merged
When we merge accounts, all information is combined into the account you choose to keep. Check the following before you send a request so nothing gets lost:
Enrollments and financial data: All enrollments and financial data move to the account you keep
Form answers: If both accounts answered the same form field, the answer from the account you keep is used
Tags: Account, Enrollee, and Enrollment Tags don't transfer. Keep the account that has the Tags, or add the Tags to the kept account manually
E-sign documents: E-sign documents don't merge automatically. Tell us in your request if either account has E-sign documents so we can handle them
After the merge is done, refresh the page to see the updated account.
Merge Duplicate Accounts
In the admin portal, start a new chat
Click View Support Menu
Click Merge Accounts or Enrollees
Click Merge Customer Accounts
Choose how many accounts you need merged:
Two or three accounts: Choose No, then fill out the form to create a ticket
More than three accounts: Choose Yes, then attach a spreadsheet listing the accounts. A Google Sheets template is provided
In the form or spreadsheet, include:
The email address of the account to keep
The email address of each account to merge into it and delete
Anything else we should know about the merge
Merge Duplicate Enrollees
In the admin portal, start a new chat
Click View Support Menu
Click Merge Accounts or Enrollees
Click Merge Enrollees
Fill out the form to create a ticket
In the form, include:
The email address of the customer account
The name of the Enrollee to keep. This is usually the one with the most information or enrollments
Anything else we should know about the merge
When to Expect Your Merge
Merge requests sent Monday through Friday, 7 a.m. to 3 p.m. MST, are usually done within a few minutes. Requests sent after hours are done the next business day. We'll give you an update in the same chat.
To keep each merge request in its own chat, start a new chat for any other questions. If something still looks wrong after the merge, contact Enrollsy support.