Sooner or later one person ends up with two records — they booked online with a different email, or someone added them by hand while they were already in the system. Merging fixes it, but it can't be undone, so it's worth doing carefully.
How to tell you've got a duplicate
The usual signs:
- Two clients with the same or very similar name, and similar email or phone
- One record has the package and the other has the bookings — this is the classic one, and it's also the one that causes the most confusion, because the client swears they have credits and the class shows unpaid
- The activity log shows both records being touched for what's clearly the same person
Merging them
Merging is irreversible, so Becky won't do it for you — she'll point you at the right screen and you make the call.
- Open Clients in the left nav.
- Search for the client by name. Both records will appear.
- Click the record you want to keep. This is the target — everything ends up here.
- Open the side panel and click Merge into this client.
- Choose the source record from the list of similar clients.
- Review the preview. It shows the bookings, packages, and payments that will transfer.
- Confirm.
Step 6 is the step. The preview is your only chance to catch that you've picked the wrong pair or the wrong direction.
Choosing which record to keep
Pick the record that's harder to recreate. Usually that's whichever one has the payment history and the packages attached — bookings tend to be more recent and easier to reason about after the fact.
Common questions
Can I undo a merge? No. That's why it's a manual, human-confirmed action with a preview, and why nothing merges automatically.
I merged the wrong way round. Contact support before doing anything else, and don't try to fix it by creating a third record.
How do I stop this happening again? Search before you add. If a name might already exist, check first — see adding your first clients.
Still stuck? Contact support — we answer real emails from real people.