It can happen that 'by accident' you create or maintain multiple Accounts or Contacts and when you realize this you would like to clean up, remove duplicates - for this the merge function can come handy.
If you get stuck while attempting to merge you want to check if your Accounts or Contacts -that you are trying to merge- are synced with your PMS.
You can do this by entering the Account's page, scroll to the PMS section and see if it linked or not
Or see the Account from the Account page or Contact from the Contact page
If the Accounts or Contacts that you are trying to merge are both linked to the PMS you will be prompted to an error message: 'Target source should not be synced or have same pms record id'
In this case you may want to unlink the 'less robust' Account / Contact and attempt to merge again.
Note: Unlinking will not delete / merge the two Accounts in the PMS, therefore we recommend to clean up / manually merge in the PMS too
👋 We recommend to establish a clear workflow within the teams how Accounts / Contacts are created so duplicates may be minimized
⚠️If you are using a CRM software to maintain Accounts / Contacts troubleshooting steps may be different for you.