When the same client ends up with two client accounts in your organization, their purchases, registrations, and balances are split between them. A merge brings everything together into one client account, including every person on both accounts and their full transaction history.
In this article:
1.1. Activation status
1. How merges work
A merge happens on two levels: the people in the accounts, then the accounts themselves. Duplicate people are merged together first, then the two client accounts become one. Everyone in both accounts are brought into one account, as well as all of their purchases and personal information.
A merge cannot be undone, so be sure to confirm with your team and the client before making the request. Also important to note: the URL link that is kept is always from the oldest account.
Rest assured that we always prioritize the accurate account information when you make the request, based on which username you indicate to keep as the primary.
⚠️ If a client has signed in with Apple SSO, a new profile labeled "Apple SSO" will be created during the merge. This profile is linked to the user's Apple Sign-In credentials, allowing them to log in using either their username or Apple SSO. You should not delete this profile, as it ensures seamless access for the client.
1.1 Activation status
Check whether each account is activated before you request the merge. This will affect the information you will need to provide once you request the merge. When an account is activated, it will say “View username” under “Add person”. If the account is not activated, it will say “Send activation request” instead.
Activated | Not activated |
|  |
Scenario | What it means for the merge |
Neither account is activated | It all moves into one account. No login is affected. |
One is activated, one is not | It all moves into the activated account, so the client keeps their login. |
Both are activated | First, decide whether the final account keeps one login or two. |
Two username logins (Family account) are only possible when the two usernames belong to two different people, such as two parents who each need their own access.
One person with two email addresses can only keep one username. For a family account, the client has to invite a person (14+) from their account to create their own login. Once the client accepts the invite, they can view the full account, register themselves for activities, and save their own payment method in their wallet to use it at checkout.
2. Why duplicate accounts happen
Duplicate accounts can occur for multiple reasons. The most common causes are:
An administrator creates a client account, and the client later signs up on their own with a different email address instead of activating the one you made.
An import brings in an email address that is unused or incorrect.
The same client creates more than one account.
A household changes: a separation, a new couple, or a new family.
An administrator creates a second account without realizing the client is already in your database.
3. How to request a merge
These are the Administrator permissions required to view a client account and modify the client’s information before requesting the merge:
Permission name 🔑 | Why you need it |
Clients View client accounts | Required to open and compare the two client accounts in Clients. |
Clients Modify client accounts | Required to correct a name, date of birth or email address before the merge. |
Steps to follow
- To request a merge and collect the necessary information -
Step 1 - Find both accounts
Go to Clients > Accounts and search by name, email address or Amilia ID. Search the People subtab too, since a duplicate may sit inside an account under someone else’s name
Step 2 - Check the activation status of each account (See section 1.1)
Step 3 – Determine which username to keep
Keep the activated account. If both or neither are activated, keep the one with the most relevant account details (SIN, Contacts, etc.)
Step 4 - Confirm with the client before requesting the merge
Ensure that the account owner agrees, and that they understand the merge is permanent and irreversible
Step 5 - Send your request to Customer Care via chat or email
Include:
A URL link to each client account
Which username to keep
Whether each account is activated or not
Ensure you indicate the correct username to be kept (the primary account), since information from the other account will be overwritten and lost when the merge is completed. The information that would be lost includes the Social Insurance Number (SIN), Contacts, and more.
You can submit your request to the Customer Care team via email or chat. They will confirm once the merge is complete.
4. How to reduce duplicates in your back office
To help reduce duplicate accounts in your organization’s back office, you can do the following:
In Clients, search their name in both the Accounts and People tabs before you create a new account
Send activation requests to imported clients, so they activate the account you created instead of making their own
Delete duplicate client accounts that have no purchase history
Promote family accounts to households that are sharing one account
Keep email addresses unique and ensure they are correct on every account
5. FAQ
Can a merge be undone?
Rarely. An unmerge is a very complex, lengthy task that is only possible through a ticket with our development team. This is only an option in rare circumstances where a bug or technical error occurred and merged two different people who should not have been. When an invoice is shared between the people in the account, an unmerge is never possible.
Will the client lose their login?
No, as long as the username you indicate to keep is the activated one. That’s why the activated account is always the one to keep.
Can I merge accounts myself?
No. Every merge goes through Amilia’s Customer Care team.
Two different people were merged. What do I do?
You can delete/archive the people in the account who should not be there, and then have them create a new account, or create the new account for them.
Is it possible to merge corporate accounts?
Yes, it is possible to merge two corporate accounts, or a personal account with a corporate account, but this can only be done through a ticket with our development team. So you can reach out to the Customer Care team for this request.
* Last updated in September 2026
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