Merging duplicate user accounts

Sometimes the same user appears multiple times in your tracked users list—due to different email addresses, typos, or switching between devices before being identified. Merging duplicate accounts consolidates their activity under one profile.

Why duplicates happen

Common causes of duplicate accounts:

• User signs up with different email addresses (work vs. personal)

• Typos in email addresses when submitting ideas

• User switches devices before being identified by SSO

• Manual user creation with incorrect email

• Guest sessions that later become identified users

Merging user accounts

To merge two user accounts:

1. Go to Dashboard > Tracked Users

2. Find the duplicate user you want to merge (this will be removed)

3. Click the three-dot menu next to their name

4. Select Merge User

5. Search for the primary user (the account you want to keep)

6. Review what will be merged (ideas, votes, comments, attributes)

7. Click Merge Accounts

What happens during a merge

When you merge accounts:

• All ideas, votes, and comments from the duplicate are transferred to the primary account

• Custom attributes from both accounts are combined (primary account values take precedence for conflicts)

• Activity timestamps are preserved

• The duplicate account is deleted

• Segment memberships are recalculated based on the merged profile

Finding duplicates

To identify likely duplicates:

• Search for similar names or email domains in Dashboard > Tracked Users

• Look for users with identical activity patterns on the same dates

• Check for multiple accounts with the same externalId (if you're using external IDs)

• Review recent activity for unfamiliar email variations of known users

Preventing duplicates

To reduce duplicate accounts:

• Enable SSO to ensure consistent user identification

• Pass externalId in your widget script to link users to your system

• Require email verification for new sign-ups

• Use domain-based auto-approval to standardize email addresses