ANS-0429 · CUSTOMER & CRM RECORDS
How to Resolve Customer Merging Issues When Entities Have Different Passwords?
Understand why NetSuite prevents merging customer records when one entity has unique login credentials, and learn the straightforward resolution.
Short answer
Customer records cannot be merged in NetSuite if one of the entities has a different password and has been granted login access. To resolve this, the recommended solution is to remove login access from the duplicate customer record, allowing the merge operation to proceed successfully.
Scenario
When attempting to merge customer records in NetSuite, users may encounter an issue where the merge operation is prevented. This typically occurs because one of the customer entities has been assigned a unique password and has been granted login access to the system. NetSuite's system logic prevents merging entities with distinct login credentials to maintain data integrity and security.
Solution
The issue preventing customer merging arises because one of the entities has a different password and has been given access. To resolve this, the recommended solution is to remove access from the duplicate customer record. This action will enable the successful merging of the customer entities.
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