Ended up with two records for the same person? Merge them so their gifts, receipts and history live on one record.

Before you start

  • You're an Org admin. Members can open the merge screen, but the merge is refused with "Only an organization admin can merge or unmerge contact records."
  • If both records have a live recurring gift, cancel or pause one from the donor's Giving tab first. Donors blocks the merge until you do, because merging won't stop a subscription that's still charging.

Steps

  1. Go to People. Use the Possible duplicates group (contacts sharing an email) or search for the person.
  2. Tick exactly two records. The selection bar shows Merge when two are selected.
  3. Click Merge. The Merge duplicate records window opens.
  4. Choose the record to keep: click the record that should survive. Each card shows lifetime giving, when it was added, and what's attached. Click Continue.
  5. Resolve details: where the records disagree (name, email, phone, address and so on), click the value to keep. Details only one record has are kept automatically, and tags are combined. Click Continue.
  6. Review & confirm: check the list of what moves across, then click Merge into the record you're keeping.

What happens next

Everything on the other record moves to the one you kept, including gifts, receipts, recurring plans, timeline activities, tasks, event registrations and form submissions. Lifetime giving is recalculated. The other record is archived, not deleted, and old links to it open the kept record. Issued receipts move across but aren't rewritten; each keeps its number, amount and the name it was issued under. There's no undo button in Donors; ask the 2Labs team if a merge needs reversing.