How do I merge duplicates or change a customer's email?

Combine two duplicate customer profiles into one, or move a profile (and all its bookings) to a corrected email address.

Duplicates happen when the same customer books with two email addresses (or two mobile numbers — a guest known only by their mobile has a Phone only record) — you can merge the two profiles into one, or just correct a mistyped email on a single profile. Merging is one of the customer tools — Available on Plus plan and above, and included with a paid Gift Cards, Loyalty, Tickets or Order & Pay product (on Free, Merge with another profile in the … menu says so); correcting an email works on every plan. Both tools are for Owners and Admins only, work only in the main dashboard (they're deliberately hidden in the staff portal), and ask you to confirm your password before anything changes — a safety step, because neither action can be undone.

Merge two profiles

• Open Customers and click the duplicate you want to get rid of (the source — this profile will be deleted).
• Click the … button at the top of their profile, then Merge with another profile.
• In the Merge customer pop-up, type their email under Merge into (their email) — the profile everything should move into. They must already be a customer at your venue. For a guest known only by their mobile (a Phone only record), type their mobile number instead. A phone-only record merged with an email record always ends up as the email record, whichever way round you pick.
• Click Merge, then confirm your password.

All of the source profile's bookings, history, notes, tags and visit counters move to the target, and the source profile is deleted. You'll see a confirmation like "Merged. 6 bookings relinked." If either profile is a loyalty member, the pop-up says what happens there too: "Loyalty: their balances add together, and both customers' loyalty histories are kept." Member groups come across as well — a group confirmed on either profile (a student or NHS & care discount, say) stays on the merged card, and where both profiles were in the same group, the confirmation that lasts longer is kept. Merging cannot be undone, so double-check you've picked the right direction before confirming.

Change a customer's email

• Open the customer's profile and click Edit.
• Change the Email field to the correct address, click Next to the review, and click Save changes.
• Confirm your password.

Changing the email moves every booking to the new address, signs the customer out of any saved portal sessions, updates their billing record, and emails both the old and new addresses to confirm the change — so if the address was someone else's, they'll know. A loyalty membership moves with the profile — the balance, full loyalty history and any member groups carry over to the new address. The profile's Identity history keeps a record of what changed.

Related: How do I find and manage my customer list? · How do I record a customer's preferences, tags and notes? · How do I handle a customer's data request?