When duplicate member records appear in your Webcastcloud admin, a full “profile merge” is not always required.
In many cases, you can retain all historical data by updating the correct member record and removing the unused duplicate - without needing to raise a support ticket.
This article outlines when you can resolve duplicates yourself, and when a support merge is still required.
When You Can Resolve This Yourself
You can follow the steps below if one of the duplicate member accounts has no historical data, such as:
No viewing history
No CE credits
No purchases
No activity records
If one record is effectively unused, you do not need a profile merge.
Recommended Approach: Update & Retain History
Instead of merging two profiles, update the record that contains the historical data and remove the empty duplicate.
Step 1 — Identify the Duplicate With No History
In Admin → Members, open both member records.
Confirm which record has no activity/history.
Step 2 — Copy Key Identifiers
From the record with no historical data, copy:
Customer ID
Integration UID
Email address
Step 3 — Delete the Empty Duplicate
Return to the Members List
Delete the member record that has no historical data
Step 4 — Update the Correct Member Record
Open the member profile that contains the historical data
Click Edit
Update the following fields with the correct values:
Email address (ensure this matches the correct login email)
Username (must match the email)
Customer ID
Integration UID
Click Save
What Happens on Next Login?
When the member logs in again:
If their email or Customer ID already exists in Webcastcloud
The system will automatically update their profile details if anything has changed
Their historical activity remains intact
This ensures continuity without requiring a backend data merge.
When to Raise a Support Ticket
Please contact support if:
Both duplicate profiles contain historical data
CE credits exist in both accounts
Purchase or viewing history exists in both accounts
You require activity from two records to be combined into one
In these cases, a controlled backend merge is required to preserve data integrity.
Important
If you are regularly needing to merge member accounts, this may indicate:
Duplicate records being created in your AMS
Email address inconsistencies
Integration UID mismatches
SSO configuration issues
If duplicate creation is becoming frequent, please raise a support ticket so we can investigate the root cause.