Account merged into contact

Francesco Torchia

July 24, 2025 10:37

• Account name: Merge account into contact
• Region: EMEA
• Client version (Enterprise): 24.3

• Description of the issue:

  Although in Community forum was stated that it is not possible to merge an account into a contact record, somehow a user was able to do it.
  Because of this, at the moment it is not possible to assign events to the correct account.
  Are there any best practices to share with the customer to help them assign the events to the correct accounts?
  They are aware this is not a bug, but something they did.  However we need to be able to provide assistance and share the best practices.

• What you've already tried or suggested. Why does this not work? N/A
• Business impact if not resolved: The impact is big because at the moment they are not able to assign events correctly.

• Attach relevant files (such as screenshots):
  Account 200114 was merged with contact C001266:

  

   

• Links to articles where you've looked for solutions and also other steps you've taken to research the issue.
  https://supportcenter.ungerboeck.com/hc/en-us/community/posts/360001592914-Merging-account-records-into-contact-records-or-vice-versa

  https://supportcenter.ungerboeck.com/hc/en-us/articles/205496338-Manage-Duplicate-Accounts-and-Contacts

• 

  Josiane Mikhael

  September 03, 2025 15:32

  Here is the work and research done with the support of Scaled CSM 

  First it looks like the system DID let them merge from an organization account (200114) to an individual contact (C0012667). I don't believe that should have been possible and needs to be investigated as a bug. 
   

  

  
  Second, the Roli Bühler contact seems to reference itself as the Primary Account, which doesn't make sense. I would have expected the Primary Account to be Jazz Club Luzern, code 200114. If I click into the contact, it seems to have the appropriate relationship with the Jazz Club Luzern organization, so I don't know why that doesn't show as the primary account. This may be bad data related to the invalid merge process.
   

  

   

  

  
   Thirdly, like the customer said, probably as a result of the invalid merge, the Roli Bühler contact is now assigned as the Account on all of the events that used have Jazz Club Luzern as the account. You can see that even though the event Account shows Roli Bühler (an individual contact, not an organization), it still has Roman Schmidli as the event contact. This shouldn't be logically possible and is another example of what seems to be bad data as a result of the system allowing a bad merge.

  
   
   

Please sign in to leave a comment.