When the same person ends up with more than one PlusPlus account, merging consolidates their history onto a single account. Common cases:
A contractor or intern converts to full-time and receives a new work email address.
Someone signs up before onboarding with a personal email address, then receives a company address on their first day.
An account is created manually and again by a people integration sync, under two different email addresses.
Merging moves records from the duplicate accounts onto the account you keep and removes the duplicates. It cannot be undone.
Merging requires the Admin role.
Solution
Complete the first two steps before you merge. Neither is reversible afterward.
Remove the duplicate from your people integration source feed, if it came from one. Nothing in PlusPlus suppresses a merged account upstream, so a duplicate still present in your HRIS, identity provider, or CSV feed reappears on the next sync. Skip this step if the duplicate was created by self-signup and was never in the feed.
Check the profile on the account you plan to keep. Profile fields do not merge. Title, department, manager, hire date, location, and other fields stay exactly as they are on the account you keep, and blank fields are not filled in from the duplicate. If your people integration manages these fields, the next sync populates them. If it does not, note anything you need from the duplicate before continuing.
Go to Dashboards > People.
Set the Account Status filter to include terminated accounts if one of the duplicates has already been deprovisioned. Terminated accounts are hidden by default.
Select each account you want to merge, up to 10 at a time. Select accounts individually rather than using the header checkbox, which selects the whole page.
Open Actions and select Merge Selected.
The Merge people dialog opens.Choose the account to keep. Each option lists its last login date, join date, and counts of assignments, authored content, facilitator roles, and badges. The account you keep must be active — a terminated account can be merged away but cannot be the one you keep.
Review What this merge will do. It reports how many records move onto the account you keep and how many are discarded as duplicates.
Confirm the merge.
Tell the person their old sign-in no longer works. PlusPlus does not notify anyone that a merge occurred.
Go deeper
What moves and what does not
Data | Result |
Assignments and completion records | Move to the account you keep |
Event and session enrollments | Move to the account you keep |
Authored content | Moves to the account you keep |
Facilitator and organizer roles | Move to the account you keep |
Group memberships | Move to the account you keep |
Badges | Move to the account you keep |
Profile fields (title, department, manager, hire date, location) | Stay as they are on the account you keep |
Name and email address | Stay as they are on the account you keep |
iCal integration tokens | Revoked — reconnect on the account you keep |
Google Calendar connections and API tokens | Revoked, because they authenticate as the duplicate account |
Google Calendar events organized by a duplicate | Keep their original organizer and must be transferred manually |
In-app notifications addressed to a duplicate | Not carried over |
Slack notification delivery | Not carried over — see below |
Slack notifications after a merge
Slack notification delivery depends on a link between the PlusPlus account and the Slack account, and that link does not transfer during a merge. If the account you keep has never been matched to Slack, the person stops receiving PlusPlus notifications as Slack direct messages.
PlusPlus re-establishes the link on its next Slack sync, matching accounts by email address. If the account you keep uses the person’s current Slack email address, delivery resumes automatically. If their Slack account uses the email address that belonged to the duplicate, it does not, and you need to update their Slack email address to match.
When both accounts have a record for the same content
If two accounts each hold a record for the same content item — for example, both were assigned the same track — PlusPlus keeps the most complete record and discards the others. A completed record beats one in progress. Among completed records, one with a check-in, higher progress, or a submitted rating ranks higher.
Discarded records are permanently deleted rather than archived.
What happens to the accounts you merge away
The name and email address on each merged account are scrambled, and the account is removed from the platform. Its records have already moved to the account you keep, so nothing remains to report on.
Merged accounts do not pass through the standard deprovisioning lifecycle. See PlusPlus User Deprovisioning and Data Management Guide for how that differs.
Each merge is recorded, including which accounts were merged, into which account, and by whom. This record is not currently surfaced in a dashboard — contact Support if you need it.
Limits
You can merge up to 10 accounts at once, including the account you keep. The limit exists because merging accounts with large numbers of records takes time. To consolidate more than 10, merge in batches, keeping the same account each time.
Merging is available from the People dashboard only. It is not exposed through the GraphQL API.