Merging Duplicate Client Accounts in IZI
Merging Duplicate Client Accounts in IZI
Section titled “Merging Duplicate Client Accounts in IZI”Duplicates are two or more profiles in the database that belong to the same real person. They most often appear when a client registers a second time with a different number, or when an administrator creates a new profile without finding the existing one.
Key limitation: merging is only possible between registered clients (profiles with a phone number). Walk-in guests (anonymous sessions without a phone) cannot be merged — they have no identity, and there is nothing to confirm that specific sessions belong to a particular person. More details: Walk-In vs Registered Client.
How Duplicates Appear
Section titled “How Duplicates Appear”Understanding the causes helps prevent them going forward:
Client gave a different number. The most common cause. The client forgot which number they used before, changed their SIM card, or intentionally re-registered.
Administrator did not find the profile. An incomplete number or typo in the name meant the profile wasn’t found — so a new one was created. Especially common during peak hours.
App registration. The client registered through the IZI mobile app with a different number, and they already had an older profile created at the desk.
Bulk import. When migrating a database from another system, records may have been duplicated if data was incomplete.
How to Find Duplicates
Section titled “How to Find Duplicates”IZI does not have an automatic duplicate detector — the search is manual. Key signals:
One client, two numbers. The client says “I have two accounts” — this is a direct case.
Name match. In the Clients section, search by the client’s name — if two profiles with similar names appear, check them manually.
Missing balance complaint. A client comes in saying their balance is gone — the wrong profile may have been opened at the desk.
Name filter + history. If two accounts have similar names and neither has been used recently — one may be a duplicate.
Manual Verification Algorithm
Section titled “Manual Verification Algorithm”- Open both profiles
- Compare name, registration date, session history, balances
- Ask the client which phone number is their primary one
- If you are certain it is the same person — proceed to the merge
Merge Procedure
Section titled “Merge Procedure”Preparation
Section titled “Preparation”Before merging:
- Record both phone numbers and profile IDs (screenshot or journal entry)
- Check the balances of both profiles — they are summed during the merge
- Confirm the client’s consent (recommended, not technically required)
- Identify the “primary” profile — typically the one with more history or the number the client considers their main one
Merging in CRM
Section titled “Merging in CRM”- Open the profile you want to merge into the primary one (secondary profile)
- Find the Merge with Another Client option (name may vary by CRM version)
- In the search field, enter the number or name of the primary profile — select it
- Review what the preview shows: which data will be transferred, how balances will be combined
- Confirm the merge
After merging, the secondary profile is archived or deactivated — exact behavior depends on the CRM version.
What Is Transferred
Section titled “What Is Transferred”| Data | Behavior During Merge |
|---|---|
| Gaming balance | Summed into the primary profile |
| Bonus balance | Summed into the primary profile |
| Session history | Combined into a single chronology |
| Transaction history | Combined |
| Groups | Taken from both profiles |
| Notes | Depends on CRM version — verify in the interface |
Audit Trail: What to Record
Section titled “Audit Trail: What to Record”Merging accounts has irreversible consequences. Best practice:
Before merging: record in the journal (or in a note on the primary profile):
- Date and time of the operation
- Which administrator performed it
- Phone numbers of both profiles
- Reason for the merge (client reported it / found during search)
Example note:
Merge 2026-05-31, admin Smith.Secondary profile: +971 50 123 4567.Reason: client reported having two accounts.After merging: confirm that history combined correctly and the final balance matches the sum of both.
This matters if the client later disputes the operation or asks to explain the transaction history.
Preventing Duplicates
Section titled “Preventing Duplicates”Better to prevent than to merge:
Mandatory search before registration. Before creating a new client — always search by phone first. If found — open the existing profile. IZI warns about a matching number, but only if the number is entered exactly.
Name search as additional check. If the phone search returns nothing — quickly check by name before clicking Create.
Administrator briefing. Most duplicates result from rushing during peak hours. A short briefing reduces the frequency.
When Merging Is Not Possible
Section titled “When Merging Is Not Possible”- Walk-in guests (without a phone) — cannot be merged. This is an architectural constraint.
- Clients from different organizations — organization databases in IZI are isolated; cross-organization merging is not supported.
- No ‘Manage Clients’ permission — the operation is unavailable to a standard cashier.
See Also
Section titled “See Also”Frequently asked questions
Can walk-in sessions (without a phone) be merged into a main client account?
No. Walk-in guests (sessions without a phone) have no identity continuity — there is no way to prove that a specific anonymous session belongs to this particular client. Merging is only possible between two profiles that both have a phone number.
What happens to balances when merging?
Gaming and bonus balances are transferred to the primary profile. The empty or zero profile can be archived after the transfer. Exact behavior depends on the CRM version — verify in the interface before merging.
How do duplicates appear in the first place?
Common causes: the client gave a different number on re-registration, the administrator did not find the existing profile and created a new one, or the client registered through the app with a different number. Less commonly — a technical error.
Is merging irreversible?
Generally yes — once merged, accounts cannot be split back. This is why manual verification is mandatory before merging: confirm that these are truly the same person.
Who is authorized to merge accounts?
An administrator with the 'Manage Clients' permission. Usually the senior administrator or club owner. A standard cashier without this permission cannot perform merges.
Should the client be notified about the merge?
Technically this is an admin operation — notification is not required. In practice: if the client later cannot find their 'old' account, it's better to tell them upfront that the profiles were combined. This prevents confusion.