Sometimes a user ends up with two separate profiles in Opus. This usually happens because they created two profiles with different phone numbers or email addresses. This article explains how to merge duplicate profiles into one.
❓ Before you merge: Review both profiles carefully. Check the email address, phone number, and training history to confirm which profile has the most complete and accurate data. This matters—see the tip below.
How to Merge Two Profiles
Go to the dashboard and locate one of the duplicate user profiles.
Click the ellipsis (...) in the top right corner of the profile and select "Deactivate."
Click the blue "Merge User" button that appears on the deactivated profile.
Use the two dropdown menus to select the profiles you want to merge: the "from" user and the "into" user.
Review the profile details one more time, then confirm the merge.
Which Profile to Deactivate
When merging two profiles, you will have to decide which of the two profiles to deactivate. The "from" user is deleted and the "into" user survives with all the combined data.
💡 Best practice: Set the profile with the most training progress and completions as the "into" user — this is the profile you did not deactivate. Use the less-active or duplicate profile as the "from" user.
This matters when both profiles have overlapping records. For example, if both completed the same course. In that case, the "into" user's record wins and the duplicate from the "from" user is discarded. You want the most complete history to be the one that survives.
What Carries Over
After merging, the surviving "into" profile will include:
All assignments, completions, and training progress
Group memberships and messages
Email address (if the "into" user had none, it's carried over from the "from" user)
❓ Note: Both profiles must belong to the same organization to be merged.
FAQ
Can I undo a merge?
No. Merging profiles is permanent. Make sure you've reviewed both profiles before confirming.
What if I'm not sure which profile to keep?
Open both profiles and compare their training history and completion counts. The profile with more completed courses, skills, or assignments should generally be the "into" user.
Why did the user end up with two profiles?
This usually happens when a user signs up with a different phone number than the one on their original profile.