How do I resolve duplicate customer accounts?

If a customer ends up with two separate Shopify accounts, the accounts cannot be merged if either one contains a subscription (active or inactive). This article explains the recommended workaround: reassigning the correct email address to the account that currently holds the subscription.

Before you start

• This is a Shopify limitation as Shopify does not allow customer account merges when a subscription is attached to either profile, regardless of its status.

• Email addresses must be unique. Shopify only allows one customer profile per email address, so you must free up the desired address before reassigning it.

• Subscription history stays with the account. Moving an email address does not transfer subscription history, orders, or loyalty data between accounts, so ensure the subscription-bearing account is the one you plan to keep.

• Both accounts must be accessible. Make sure you can locate each profile in the Skio Dashboard before starting.

What causes duplicate accounts?

Duplicate accounts typically occur when a customer checks out as a guest and later creates a full Shopify account, or when they use different email addresses across multiple purchases. The result is two separate customer profiles, one with the subscription and one with their preferred email address.

How do I resolve a duplicate customer account?

The workaround is to temporarily modify the email on the account with the desired email address in order to free it up, then reassign that email to the account that holds the subscription.

Example scenario:

• skio@hotmail.com : The customer's preferred email (no subscription)

• skiosub@hotmail.com : Account with the active subscription

Step 1: Locate both customer accounts

In the left-hand menu of your Skio Dashboard, go to Subscribers > Customers.

Search for and open both customer accounts so you know which profile holds the subscription and which holds the preferred email address.

Step 2: Temporarily modify the preferred email address

1. Open the customer account with the preferred email address (skio@hotmail.com in the example above).

2. Update the email to a temporary placeholder by clicking Edit in the Contact section. For example, skio+123@hotmail.com.

3. Save the change. This frees up skio@hotmail.com for use on the other account.

Step 3: Assign the correct email to the subscription account

1. Open the customer account that holds the subscription (skiosub@hotmail.com).

2. Update the email address to the customer's preferred email (skio@hotmail.com).

3. Save the change.

The subscription account now carries the correct email address. The placeholder account (skio+123@hotmail.com) can remain as-is or be updated later if needed.

What if both accounts have active subscriptions?

As the accounts cannot be merged and both have active subscriptions, you have two options:

Option 1: Merge the subscriptions manually, then split if needed

Recreate the subscription from the duplicate account under the primary account so both subscriptions exist under the same customer profile. Once both subscriptions belong to the same account, you can merge them if the customer wants everything consolidated. If the customer prefers separate shipments afterward, you can split the merged subscription back into multiple subscriptions.

Option 2: Cancel one subscription and create a new one

Cancel the subscription on the account you are discontinuing, then recreate the same subscription under the correct customer account.

Keep in mind:

• Order history from the cancelled subscription will remain on the original account and will not carry over.

• If needed, you can manually adjust the cycle count on the new subscription to match the customer's previous billing progress.

• Any loyalty credits or rewards tied to the discontinued account will need to be manually restored to the correct account.