Merge two accounts for the same customer

When one customer ended up with two accounts, merge them so every work order, invoice, contact and note sits on the one you keep, and the other redirects to it.

In the sidebar, open Accounts, then All Accounts, and open one of the two accounts. The page address is /accounts/ followed by the account. Press Actions, then Merge account. The Merge account window opens.

Merging moves everything from one account onto the other: work orders, quotes, invoices, payments, contacts, locations, notes, files and history. The account you remove stops being used, and any link to it opens the account you kept instead.

Before you start

• Your role needs permission to merge accounts. Without it Merge account is greyed out; point at it to read why.
• An archived account cannot be merged. Restore it first.

Steps

1. Search for the other account and pick it. Nova builds a preview of what will happen.
2. Check Merge direction. One account is marked Keep and the other Remove. Press Swap which record is kept to change which one stays.
3. Under the account details, each field where the two accounts disagree (name, company name, account number, type, status, branch, do-not-contact, notes, tags) offers Keep kept value or Use removed value. Pick one for each.
4. Read the Related records list. It shows how many of each kind will move and marks anything that Needs attention.
5. If a Required decision box appears, choose the option in it. It usually asks how to combine two sets of files and folders.
6. If a Must fix before merging box appears, the merge cannot run until that is dealt with. It says what to change.
7. Type the confirmation text exactly as shown (it starts with KEEP and the name of the account that stays).
8. Press Merge. Nova shows Account merged. and opens the account you kept.

What you see

• The kept account shows everything from both. Its details use the values you picked.
• Searching for the removed account, or opening an old link to it, leads to the kept one.

If something looks different

• You close the window part way through: Nova asks Close merge?. Press Keep reviewing to go back, or Close merge to leave without merging.
• The merge takes a moment on a large account. The window says it is waiting and finishes on its own; if your connection drops, reconnect and press Merge again.