What you see

A donor appears twice in People, sometimes with their giving split across the two records.

Why it happens

  • Online donations are matched to an existing contact by email. A donor who gives with a different email gets a new contact.
  • During an import, a row that matched an existing donor was resolved with Add as new.
  • Someone added the person by hand when a record already existed.

Fix

  1. Go to People and look for the Possible duplicates group. It lists contacts that share the same email. Records with different emails aren't listed, so search for the name too.
  2. Tick the two records. The selection bar shows Merge once exactly two are selected.
  3. Click Merge and follow the three steps: choose the record to keep, choose which details are right, then review and click Merge into the record you're keeping.
  4. Only an Org admin can complete a merge. A Member sees "Only an organization admin can merge or unmerge contact records."
  5. If both records have a live recurring gift, the merge is blocked. Cancel or pause one plan from the donor's Giving tab first.

If that doesn't work

Tell the 2Labs team the two contacts (names and emails) and the message you see when you try to merge.