Sometimes a customer may accidentally end up with more than one account. This can happen if they check out as a guest, use a different email address, or register again later. To keep everything clean and in one place, we can merge those accounts together.
Here is how the process works:
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One account is chosen as the main account
This is the account you want to keep going forward. It will remain active and unchanged. -
The other account is absorbed into it
The second account is selected and merged into the main account. This step cannot be undone, so it is done carefully. -
Orders are moved to the main account
Any past orders from the old account are reassigned to the main account, so order history is preserved. -
The old account is removed
Once everything is transferred, the duplicate account is deleted to avoid confusion in the future. -
Your library and access are refreshed
After the merge, the system rebuilds the customer’s library so all purchases and entitlements appear correctly under the remaining account.
What This Means for the Customer
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All past purchases remain accessible
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Order history stays intact
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There is only one account to manage going forward
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No information is lost in the process
The result is a single, clean account with everything consolidated in one place.
Important Notes
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The merge is permanent and cannot be reversed
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Only administrators can perform this action
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It is typically used when duplicate accounts are discovered