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Fix Duplicate Customer Accounts Created by Email Typos

Document Details

Article Number 000038927
Article Type Article}
Article Link https://support.activenetwork.com/camps/articles/en_US/Article/Resolving-Mistaken-Duplicate-Registration-for-Same-Customer

Content Details

When a returning customer enters a different email address or makes a typo during registration, the system creates a new account. As a result, the customer will not see their registration in their original account. Follow the steps below to resolve situations where a customer has two valid email accounts and wants to remove one.
  1. Locate the account the customer wants to get rid of
  2. Cancel registrations
  3. Contact support to disassociate login email by adding random characters to email address  
    • Note: Example: change 123active@active.com to 123334active@active.com
    • Note: Adding extra letters or numbers makes the email address invalid and no longer accessible
  4. Locate the account the customer wants to keep
  5. Internally re-register participant(s)
Note: It is not possible to merge duplicate accounts at this time