Manually Merging a profile: Klaviyo doesn't recognize second profile

  • 29 March 2023
  • 1 reply

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Hello! I am trying to merge two profiles together. Both profiles show in the search results when I search the customer by name. But when I try to merge the two, Klaviyo doesn’t recognize the second profile.

Any help would be greatly appreciated!




Best answer by David To 30 March 2023, 17:20

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Userlevel 7
Badge +60

Hello @Sherri T,

Welcome to the Klaviyo Community!

When searching for the second profile, did you click enter after typing in the email address, phone number, or name of the profile?

It's a common mistake that even I make to this day! The profile merge search will not actually automatically search and you’ll need to hit enter in order to search for the profile. 

If searching by name doesn’t work, I actually find it easier and more specific using email address or phone number to locate the secondary profile since those parameters are so specific. 

If you haven’t already, I would suggest checking out our How to delete, merge, and export a profile and Understanding profiles in Klaviyo Help Center articles.

I hope this helps!