Use Merge Accounts to combine two customer accounts that belong to the same family: you pick the account to merge From and the account to keep (To), match up the people in them, and everything moves into the To account. You need the Account Merge permission, and an admin can't undo a merge.

Applies to: Org admins with the Account Merge permission (included in the Administrator and Registrar roles) · All plans · All program types

Where: Customers > Account Management > Search > Merge Accounts

When to merge accounts

• A family registered with a different email address than last time, or created a new account instead of signing in to their existing account.
• Someone registered as a coach or volunteer under one account and later created a separate parent account.
• Family members, or their registration history, are split across two accounts and should be managed under one login.
• Adding a parent fails with "This email address is already in use by one of your existing account members. Please access the existing member instead of creating a new member or use a unique email address for this new member." That person already has their own account, so merge the two accounts instead of adding them again.

Before you start

• Decide which account to keep. The To account should be the one the family will keep using, usually the one with the email address they sign in with. Where both accounts have the same person, the To account's details are the ones kept.
• Open both accounts and check the names, email addresses and enrollments, so you map the right people.

Step 1: Select the accounts

1. Go to Customers > Account Management > Search.
2. Click Merge Accounts.
3. Under Filter Customer Accounts, enter a Last Name, First Name, Email Address or Transaction Number for the account you want to merge From. Tick Broaden Search to include similar-sounding names.
4. Click Search.
5. In the results, click the select icon (a person with a plus sign) in the Select column next to anyone in the From account. Their name appears after From: at the top of the page.
6. Search for the account you want to keep, the same way.
7. Click the select icon next to anyone in that account. This is the To account, and the Map Members page opens.

What you'll see: the results list parents as "(Parent or Guardian, Primary)" or "(Parent or Guardian)" and players as "(Player)". Click a name to open that account in a new tab. To pick a different From account, click the Remove icon next to its name.

Step 2: Map the members

The Map Members page lists every parent and player in the From account under From Account Member, each with a Merge To list. Parents can only be matched to parents in the To account, and players to players.

1. For each parent, in Merge To choose the matching parent in the To account if they are the same person, or New to move them into the To account as an additional parent.
2. For each player, in Merge To choose the matching player in the To account if they are the same child, or New to move the player into the To account.
3. Check every row, then click Submit.

What you'll see: the message "Merge Complete." and the To account's Account Overview, which now holds the members, enrollments and transactions from both accounts. Reset takes you back to the account selection without merging.

What moves and what is kept

If it doesn't work

• The Merge Accounts button isn't there. It appears only for admins with the Account Merge permission. Ask an admin with the Administrator role to merge the accounts or to give you that permission, or contact TeamSideline Support.
• "Please enter a search criteria." Fill in at least one of Last Name, First Name, Email Address or Transaction Number.
• "Please enter at least two characters in the Last Name field." (or the First Name field) Enter at least two letters of the name.
• "No results found." Check the spelling, tick Broaden Search, or search by email address or a transaction number from one of the family's orders.
• "Accounts are the same. Please select separate accounts." You picked people from the same account for From and To. Merge Accounts only combines two different accounts; if the same child appears twice inside one account, contact TeamSideline Support.
• "From Transaction is not from this organization or a valid account." or "To Transaction is not from this organization or a valid account." TeamSideline couldn't find a valid account with a primary parent in your organization for that selection. Open the account to check it, or contact TeamSideline Support.
• "Please complete the mapping." Every row needs a Merge To choice: a matching member or New.

Good to know

• A merge can't be undone by an admin. If a merge went wrong, contact TeamSideline Support, who can move specific members and their enrollments to another account.
• Everyone in the From account moves. You can't leave a member behind or move just one person to another account; TeamSideline Support can do that.
• Only accounts in your organization can be merged. Each organization has its own customer accounts, so accounts can't be merged across organizations.
• Sign-in after the merge. When you match a From parent to an existing To parent, the From parent's email address, phone and address aren't kept, and their old sign-in no longer opens this account. If they later sign in with an email address that isn't on any parent in your organization, TeamSideline creates a new, empty account for them. Make sure the email they use is on the To account, or update the To parent's email after the merge.
• Primary parent. A parent moved with New joins as a non-primary parent. To change that, open the parent in the To account and click Make Primary.
• Activity Log. Each merge is recorded in Administration > Manage Users > Activity Log (Enhanced plan and up) as: Merged "[From name]" and "[To name]" Accounts.

Related articles

• Duplicate Accounts: When to Merge, When to Add a Parent, and When to Escalate
• How to add Additional Parent to Account as an Admin
• How to change the Primary on an account
• How to Delete a Customer Account
• Admin Activity Log