Combine Duplicate Customer Accounts

Follow the instructions below if a duplicate customer account is created by accident.

Choose the Main Account

Identify which profile should be the Main Account. Usually, this is the one with the most complete history or a saved credit card.

Archive the Duplicate Account

1. Move Out: Move the customer out of the unit in the duplicate profile.

2. Record History: Open the Billing History of the duplicate account. Write down or copy the payment history (dates, amounts, and payment methods) so you can transfer it later.

3. Zero Out Balance: Void any open invoices and payments in the duplicate billing history until the balance is $0.00.

   • Note for Easy Payments: To "transfer" a payment, issue a refund classified as "Other" on the duplicate account. This records the reversal in your software without actually sending money back to the customer's bank. Then issue an "Other" payment on the main account.

4. Archive: Click Edit Profile on the duplicate account. Remove the email address, check the Disable User Login option, and then Archive the account.

Phase 3: Update the Main Account

1. Add Info: Enter any contact details or notes you copied from the duplicate profile into the Main Account.

2. Transfer Payments: To record the payments that were originally made on the duplicate account:

   • Click Make a Payment on the Main Account.

   • Select "OTHER" as the payment method.

   • In the Notes field, enter the original payment details (e.g., "Visa ending in 1234, originally paid on duplicate/archived account").