Overview

If you have two client records for the same person or business, you can merge them into one. Merging combines everything from both records and removes the duplicate, so your client list, reports, and history stay accurate.

Duplicate clients are common. A client might re-enter their details on a request form instead of selecting their existing profile, Receptionist might not match a slightly different phone number, or records might come in through QuickBooks Online, Zapier, or another app that doesn’t match to an existing client.

Merging duplicate clients is available on all Jobber plans, from Jobber Online. It isn’t available in the Jobber app.

Who can merge clients

To merge two clients, you need the View, edit, and delete full client and property info permission under Client and properties. Learn more about user permissions.

You can only merge clients within your own Jobber account. Merging clients across two different Jobber accounts isn’t possible.

How to merge two clients

Follow these steps to merge a duplicate client into an existing one:

  1. Open the client’s profile, or go to your Clients list.
  2. Select … (More actions), then select Merge client.
  3. Select the second client you want to merge with.
  4. Confirm which client is primary and which is secondary. The primary client is the one that survives the merge; the secondary client’s record merges into it and is deleted. Use the arrow buttons to swap the primary and secondary client if needed.
  5. Review the confirmation screen. It lists everything about to move to the primary client and calls out anything that won’t transfer, such as card-on-file information.
  6. Select Confirm to complete the merge.

You land on the primary client’s profile once the merge finishes. You can merge one duplicate into one primary client at a time.

What happens to client information after a merge

Everything from the secondary client moves to the primary client: jobs, visits, quotes, requests, invoices, statements, properties, communications (conversations, notes, marketing emails, call records), contact details, tags, and custom fields. Each job or quote keeps whatever property it was originally attached to.

When the two clients have conflicting information, the primary client’s values always take priority. If the primary client is missing a value that the secondary client has, such as a lead source, that value copies over. Emails, phone numbers, tags, and list-type custom fields work differently: Jobber combines these from both clients and removes duplicates.

What happens to a card on file during a merge

A card on file never transfers during a merge. If the secondary client has a card, another payment method, or ACH consent on file and the primary client doesn’t, Jobber deletes that payment information. It doesn’t move to the primary client, even though everything else does.

Before you merge, choose the client with the card on file as the primary client, if you can. Jobber doesn’t carry payment authorization between two client records that started out separate, so the confirmation screen warns you about this before you merge. Your client may still ask why they need to provide a new card afterward — that’s expected, not a sign that something went wrong.

How merging affects QuickBooks, Xero, and other integrations

Merging a client in Jobber doesn’t automatically update the matching record in QuickBooks, Xero, Mailchimp, Zapier, or other connected apps. The secondary client’s link to those apps drops in Jobber, but the record still exists on the other side. Merge or archive it there yourself to keep your records consistent.

If you don’t clean up the external record and a sync runs again, the merged client can get recreated on the external side.

How merging affects Client Hub access

The secondary client’s Client Hub login doesn’t move to the primary client. Only the primary client’s Client Hub remains active going forward. Your client’s existing login continues to work, since Client Hub authentication isn’t tied to the merge. If your client clicks an old Client Hub link tied to the merged client, Jobber prompts them to re-enter their contact information. Any texts or emails you send after the merge go to the correct, primary Client Hub account.

Merges are permanent

You can’t undo a merge. Review the confirmation screen carefully before you select Confirm. If something looks wrong after a merge, contact our support team and we can look into what happened.

Common errors when merging clients

You might see one of these messages while merging two clients:

  • “One of these clients has an unsettled payment authorization. Wait for it to clear before merging.” Wait for the payment authorization to settle, then try again.
  • “A merge is already in progress for one of these clients.” Wait for the other merge to finish, then try again.
  • “One of these clients has already been deleted.” Refresh the page to resolve this.
  • “Cannot merge: a QuickBooks or Xero sync is in progress for one of these clients. Wait for the sync to finish, then try again.” Wait for the sync to complete, then try again.
  • “Cannot merge this client because they have associated referral credits.” Jobber blocks merges for clients with referral incentives attached.