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Account Merging

Account merge is the act of merging two member records into one. Only members who enrolled in the same loyalty program are eligible for merging.

Example

Duplicate Member has earned points for purchases at Acme Pet Shop and wants to transfer those points to their original loyalty account, Happy Member. The Happy Member account () will survive the merge. The Duplicate Member account () will be merged into the primary account. After you merge the two accounts, searching for the Duplicate Member loyalty ID displays the Happy Member account.

Merge Accounts interface displaying two member profiles side by side. The left profile shows Loyalty ID 0983217654, name "Duplicate Member", and phone number 8005554567. The right profile has no Loyalty ID, name "Happy Member", and phone number 8005559876. Both profiles list gender as "Prefer not to say" and country as either "United States" or "USA". A cursor hovers over a right arrow icon between the profiles, with options below to merge accounts or clear search results.
Figure 1. Merge Accounts pane

An account is eligible for a merge if someone:

  • enrolls in the same program twice using different loyalty IDs, and
  • accrues points in both member accounts

When members are merged, their balances are combined, and the higher tier levels are applied to the surviving account.

During the member merge, there are two accounts:

  • Primary Member – The member that remains after the merge is completed. This record receives the secondary member's loyalty data. Also called the "merge survivor."
  • Secondary Member – The member that no longer exists after the merge is completed. This loyalty data merges with that of the primary member. Also called the "merge victim."

Each member account has a type:

  • Individual – A member gets added to the program with only one profile.
  • Group – A group member added to the program can donate their earned points or rewards to a different member (selected charities or schools, for example) which gets reflected in the Accrue To field on the Loyalty ID tab.
If the primary member is... All secondary members must be...
Individual Individual
Group Group

Merge History View

After you've merged two or more member accounts, you can use the Merge History view to see a list of accounts that were merged into the current one.

Note

This screen is customized for your loyalty program. Some buttons, sections, or fields might not be present or might have different labels. Your instance might have additional functions, sections, or fields not listed here.

The Member Care Portal is highly configurable; for some instances, accounts can be unmerged on the Account Summary view. If an account was merged and later unmerged, the Merge History view shows the unmerge operation as Complete in the UnMerge Status column.

The Merge History view showing the loyalty ID for an account that was merged into the current account. The Merge Status column shows Complete, and the Merge Request and Merge Completion dates show the same timestamp of Oct 23, 2025 at 9:32 AM.
Figure 2. Merge History view

See also: