Before you start
Open the proposed customer and the available duplicate candidates. Confirm that you have access to the relevant records.
Follow these steps
- Compare identity, organisation and contact details.
- Check whether the customer already exists under another contact.
- Use the existing record if it represents the same customer.
- If it is genuinely different, use the explicit confirmation supported by the form.
- For existing duplicates, use the supported reviewed merge workflow with appropriate permissions.
Check the result
The outcome reflects a deliberate identity decision. Similar details do not silently merge two customers.
If you get stuck
Check the actual validation message. Email is optional, but duplicate review can involve other identity and contact signals.
One thing to remember
Do not change real identity details simply to avoid a duplicate warning. Review the records and their relationships before merging.
Keep going
Still need a hand?
Tell us what you tried, what you expected and what happened. Keep passwords, API keys and private customer information out of your message.
Open a support ticket. Visitors without a workspace can contact us.
Still stuck?
Before contacting support:
- Confirm the workspace, record number, date range and status.
- Check your role permissions and the source document.
- Refresh once and search for the record before repeating a submission.
- Check the relevant guide for the next action; do not force a match, posting or approval.
If you still need help, include the page address, exact message, time, expected result and checks already completed. Never send passwords, API keys, payment-card details or provider secrets.