Troubleshooting Persona Merges

if you’re seeing missing personas, incorrect emails, mismatched transactions, or unexpected merges, use this troubleshooting guide issue 1 — “a customer is missing” likely cause the customer was merged into another persona fix use the merge search operator merge \[email or phone] examples merge 6035551212 merge\ customer\@example com if the customer appears, they were merged issue 2 — “the wrong email or phone is attached to a persona” likely causes duplicate signups shared contact info staff entering temporary/placeholder data stale pos or ecom pii syncing in fix update the correct pii in general > traits , then wait for the overnight sync to complete issue 3 — “transactions are showing under multiple personas” causes partial pii captured at checkout pos created duplicate customer profiles recent purchase hasn’t merged yet (24 hour processing delay) fix determine the correct phone/email update pii on the correct persona wait for the merge to process overnight for pos systems customer may need a new transaction before updated pii syncs issue 4 — “a purchase was made within 24 hours and the merges look wrong” reason aiq merges overnight recent data may not be processed yet fix wait 24 hours for merging/unmerging to complete issue 5 — “staff added placeholder data and now merges are incorrect” cause fake phone numbers/emails (e g , 1234567890, test\@test com) were used and accidentally merged with real customers fix correct the pii in traits reach out to support if the data must be removed entirely retrain staff to avoid placeholder entries best practices to prevent merge issues always collect accurate phone + email never enter fake pii for checkouts strengthen staff training for pos behavior only use name + dob merging if your use case requires it when to escalate to support you need pii removed from a merged record a customer cannot be located via merge searches a merge created impossible point totals you can’t determine the correct “master profile” support can safely adjust pii or undo merges that cannot be corrected through the ui