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If your project uses subscription accounts, Firmhouse can treat multiple subscriptions as belonging to the same customer account. The Merge candidates view helps you find likely duplicate accounts and compare them before moving their active and pending subscriptions into one existing destination account. This is useful when the subscriptions really belong to the same customer, household, company, or billing relationship and should share account-level behavior. This is useful when:
  • A customer has duplicate account records.
  • Subscriptions for the same customer were created separately.
  • You want to clean up accounts after a migration, import, or backfill.
  • Related subscriptions should appear under one account for a clearer customer view.

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Why merge accounts?

Merging related subscriptions into the same account helps keep customer management consistent:
  • Customer details stay aligned. When contact, shipping, or billing details are updated on one subscription, Firmhouse can apply those details to the other subscriptions in the same account.
  • The customer portal is easier to understand. When a customer has multiple active or paused subscriptions in the same account, the portal groups them under one account card so the customer can choose which subscription to manage.
  • Account status becomes more accurate. Firmhouse recalculates the subscription account status from the subscriptions it owns. For example, an account with an active subscription is shown as active.
  • Payment dunning can follow the account. If your Payment dunning settings apply non-paying status to all subscriptions in the account, marking or resolving non-paying status is checked across the account’s subscriptions instead of only one subscription.

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Merge accounts

  1. Go to Accounts in your Firmhouse project.
  2. Click Merge candidates.
  3. Open Details when you want to compare the customer, address, and recurring payment information.
  4. Click Review merge.
  5. Choose which account to keep.
  6. Click Merge accounts.
After merging, the selected subscriptions are moved to the destination account. The original account records remain, but they no longer own those moved subscriptions. Existing subscriptions are not cancelled, recreated, or otherwise changed. You can still use the checkboxes on the Accounts overview and click Merge selected when the accounts you need are not listed as candidates.

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Understand suggestions

Firmhouse groups candidate accounts by a normalized email address, then compares the details that help you decide:
  • Looks compatible means the customer and address details match. Payment details either match or could not currently be verified.
  • Check differences means one or more compared details differ, or moving the accounts could leave subscriptions behind.
  • Needs review means customer or address details are incomplete.
Payment checks use exact provider-specific recurring payment references when available. When those details are unavailable, Firmhouse shows Payment not verified instead of treating the accounts as different. A shared payment provider customer, imported identifier, payment method type, or last four digits does not prove that payment details match.

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Choose the destination account

Pick the account that should become the main customer view after the merge. The other candidate accounts are emptied and their subscriptions move to the account you keep. Subscriptions are not cancelled. It can be reasonable to merge accounts even when payment details could not be verified or another minor detail is ambiguous. Keep accounts separate when they represent gifts, different households, different customers, separate billing relationships, or subscriptions that should keep separate contact and address details. Firmhouse never merges a candidate group automatically.