Before you start
Only use records you are authorized to access in the current business. A customer account and a business customer record are connected through the supported invitation flow.
Search before adding
- Confirm your active business and any location or customer filters.
- Search using the customer’s name, then try the email or phone details available in your workspace.
- Check the matching record’s details with the customer before selecting it.
- Create a new record only after checking for an existing match.
If the customer cannot see their history
Check that the customer accepted the intended invitation using the correct email address. Having a customer record does not automatically mean the person has a connected sign-in.
Ask an authorized owner or administrator to review the connection. Never sign in as the customer or ask for their password.
If you find a duplicate
Stop adding new activity to both records. Ask an authorized owner or Support to review the records and the available correction options. Do not delete a record with visit or loyalty history to make the list look cleaner.