Duplicate accounts

Seeing double? Don't worry, it happens! Accounts can show up twice when an existing account connection is altered.  

Why did my account duplicate?
Some reasons for this are when a financial institution changes the way they name accounts in their system, or when a lost or stolen credit card is replaced. In both cases, the account is sent to the Accounts Tool with some change from what has been received in the past, causing a new account to be generated in the system.
Merge duplicate accounts
If your account is duplicated because you got a new card, or the institution changed the way they named their accounts, duplication can be fixed by merging the accounts to ensure all data is retained. Merging cannot be undone so verify that the accounts are duplicates before merging. To learn how to merge an account, watch the video above. 
Oops! I think I added my account twice.
Duplicate accounts will also appear if you have added the same connection twice. This usually happens when you add your primary institution accounts. Those accounts are automatically imported and do not need to be added. In this instance, you cannot merge the extra account.
Troubleshooting Steps

Step 1: Identify the source of the duplicate. If the extra account appeared spontaneously, it can be merged. Proceed to step 2. If the extra account is the result of you accidentally adding it twice, proceed to step 1a.
Step 1a. If an institution was added twice by mistake, you can remove the institution completely. If an institution was added twice intentionally to collect accounts from multiple logins, then the duplicate account can be hidden to resolve the duplicate without impacting the other accounts under that institution. Watch the video above to learn how to hide an account.

Step 2: Click on the original account to open the detail window.

Step 3: Click on the “...” icon to open the options menu.

Step 4: Click “Mark as Duplicate.”

Step 5: Follow the onscreen instructions to complete the merge.

If the merge is unsuccessful, or if other complications arise, submit a support request.

Was this article helpful?



Please sign in to leave a comment.