If a customer or member accidentally creates multiple accounts on your site, you can manually consolidate their product access under one account.
Podia doesn’t have a built-in account merging feature, so you’ll need to choose which account will remain active and update its product access manually.
The steps below will walk you through the process.
Merging accounts
Step 1: Decide which account remains active
First, choose which account should remain active.
We strongly recommend keeping the account that has an active subscription or payment plan.
There’s no way to manually re-add someone to an existing subscription or restore progress in a payment plan, so keeping the correct account active avoids future issues.
If neither account is tied to a subscription or payment plan, you can keep the one that uses the email address the customer wants moving forward.
Example:
A customer signs up for yoursite.podia.com twice — once with [email protected] and once with [email protected].
They purchased a product under the Hotmail account, but have an active subscription under the Gmail account.
You will need to make sure the Gmail account remains active, since this is the one that has an active subscription.
Step 2: Consolidate products and plans on a single account
After you decide which account should remain active, let's proceed with consolidating products and plans on a single account.
First, manually add the customer to any products they purchased under the old or incorrect email, moving that access to the email they want to keep.
In the example above, you’d remove [email protected] from the product, then manually invite [email protected] to it.
This way, [email protected] ends up with access to both products and the community plan they’re subscribed to.
Once all products have been added to the account the customer or member wants to keep, you can delete the old one if you like!
Before deleting an account...
The invoices for the individual purchases associated with the deleted account will stay in your Invoices records.
However, the personal information for the deleted account will be scrambled. If you need that information for tax or record-keeping purposes, we recommend keeping the old account intact after completing the steps above.
If your customer or member needs copies of their invoices, ask them to log in to the account you’re about to delete and download the invoices before you remove it.
FAQs
What if the email they no longer want to use is tied to an active subscription or payment plan?
What if the email they no longer want to use is tied to an active subscription or payment plan?
If the email address they no longer want to use is associated with an account that has an active community plan or payment plan, the member will need to update the account email address after you finish consolidating their access.
Once the consolidation is complete, ask them to update their email address by following these steps:
Can Podia do this process for me or on behalf of my customer?
Can Podia do this process for me or on behalf of my customer?
At this time, Podia Support can’t manually transfer or grant product access to another account.
If a customer or member no longer has access to their account email address and can’t update it themselves, ask them to email [email protected] with their account details. We’ll verify their identity before helping them change the email address.