What to do if a member has duplicate account at your Home Club or at another club.
Duplicates profile at another club
If a member has a duplicate profile at a different club after signing up and it is affecting their log in into the Member App, please note the system will run and members duplicate accounts will be removed automatically within 24 hours.
🔔 How to search for duplicates at other clubs:
You can search whether a member has a duplicate profile at another club by doing the below:
- Select Advanced search on the top menu bar
- Search for the members email address or phone number, if they have a duplicate profile this will be displayed in the search results
Duplicate profiles at home club
Any duplicates within your own club will need to be managed by the the Franchisee (they will have access to do this), should you need a profile that needs that level of access could you please have your franchisee confirm the staff member and Exerp ID and the Support Team can add in this access.
Team will be able to remove duplicates by marking the lead profile as a duplicate and selecting the correct active profile to merge the duplicate account into.
In the members details tab, down at the bottom right hand corner you can locate the 'Mark as duplicate' button and proceed to search the correct/active profile to merge the profile into.
When to raise a Support Ticket
⚠️ Please raise a Support ticket only if the member is still experiencing the issues below.
- The member is still unable to log in after 24 hours and you have tried resetting their password on Exerp
- You are unable to add an email address on the members profile due to a duplicate profile
📌 Current development progress: The team is currently working to get this to be a real time update, once we have more information we will be sharing this with the network.