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How to Request a Duplicate Account or Vendor Merge

This article explains how duplicate accounts (vendors or user profiles) are merged, what information to provide to start the process, the expected timeline, and what to do after the merge completes.

How to request a duplicate-account merge

  1. Identify the duplicate account(s) and note the exact name of the profile that should be merged.
  2. Submit a merge request to support or the appropriate team and include:
    • The name of the vendor or profile that has a duplicate entry.
    • Any other details support may request to locate the duplicate (follow instructions from the agent handling your request).

What the support team does

  • The request is submitted to a backend team that performs the merge.
  • The backend team will merge the duplicate profiles and, when applicable, ensure external integrations (for example, QuickBooks Online / QBO) are linked correctly to the merged profile.
  • After the merge is complete, the support team will confirm completion.

Timeline

  • Allow a minimum of 24 hours for the merge to be completed.
  • Support may attempt to complete the merge sooner and will provide updates if the work finishes earlier.

Post-merge steps

  • Refresh your browser or mobile app to see the merged information.
  • Verify that:
    • Work orders or records from both accounts appear under the single merged profile.
    • Any external integrations (such as QBO) are properly linked.

Troubleshooting tips

  • If records or work orders do not appear immediately after the support confirmation, refresh your browser or app and check again.
  • If external integrations still appear unlinked after the merge, wait for the follow-up confirmation from support that linking is finalized, then refresh and verify.

Conclusion To merge duplicate accounts, provide the exact duplicate profile name to support so the backend team can perform the merge and re-link integrations. Expect at least 24 hours for completion, though merges may sometimes finish sooner; refresh your interface after confirmation to view merged records.