This article walks you through resolving duplicate franchise user profiles when the same person (for example, a managing owner or franchise owner) has more than one profile across stores. This process is a front-end workaround, not a true merge: it reactivates one profile, moves store ownership onto it, and removes the duplicate from the active view. The two profiles' underlying data is not combined. If the duplicate needs to be truly merged into the primary profile, submit a helpdesk ticket.

Duplicates most often happen when someone creates a new owner, employee, or entity entry for a store instead of using the option to add an existing user (owner, employee, or entity). The result is two records for the same person: one tied to the person's real, active account, and one placeholder account with no active login. The active person cannot see that store because it is not linked to their own profile. This can happen with franchise users, employees, and entities alike.

ℹ️ Note: It is possible to add data and files to a placeholder account entry. If you have data entered there, back it up manually before following this process, because there is no easy way to recover this data without a helpdesk ticket or reach out to the helpdesk and create a ticket to merge the accounts.

Step 1: Identify the Duplicate Profiles

1. Click People under Information Manager
2. In the global search box on the People page, enter the user's name and press Enter

ℹ️ Note: Press Enter instead of clicking one of the suggested names in the search results. Pressing Enter returns both profiles so you can see them together and confirm they are the same person rather than similarly named individuals.

1. Confirm the profiles are tied to different stores in the Unit(s) column

Make sure these are the profiles you are looking for and not users with similar names. Click the number in the Unit(s) column to see more detail about that store.

Step 1a: Reactivate the Profile

Duplicate profiles can happen if one of the profiles was deactivated. If this is the case, follow these steps to reactivate that profile, then add the store(s) to it following Step 2. If

If you do not need to re-activate any profiles, skip to Step 2.

1. Click Admin

1. Click Franchise Users

1. Click Deactivated Users

1. Search for the user by name, or find the user in the alphabetical list of deactivated users

1. Confirm that the user is deactivated

ℹ️ Recommendation: Write down the PID number. It identifies the primary profile that you will add the additional store(s) to in later steps.

1. Click the gear action icon
2. Select Activate

1. Click OK

A message asks you to confirm that you want to reactivate the profile.

Step 2: Combine Stores into One Profile

Return to the primary profile and add the duplicate's store(s) to it. The primary profile is the profile you reactivated in Step 1a or, if you skipped Step 1a, the profile tied to the person's active account.

1. Click Information Manager
2. Click People

1. Search for the user's name in People and press Enter

1. Click the ellipsis action icon of the primary profile

1. Select Manage Associations from the menu that opens
2. Click the Associate Unit(s) dropdown

1. Search for the other store you want to add

1. Check the box for that store

1. Select the type of ownership
2. Enter the ownership percentage (optional)

1. Click Save

The store's page opens. If it does not, open the Store Profile page instead: select Information Manager > Stores > [Store Name].

Step 3: Disassociate the Duplicate Owner

⚠️ Warning: Disassociating the duplicate does not move its data to the active profile — it only removes the duplicate or placeholder profile from view. Before you disassociate, if notes, documents, or other data were saved to the duplicate profile, move that data to the active profile, or submit a helpdesk ticket to have the two accounts truly merged. Otherwise, that data can be lost.

1. Click Owners

Make sure the two owners you see here are the same two profiles you found when you searched in People, so you disassociate the correct one.

1. Click the name of the primary owner to open its details

1. Under Owner Details, check the Active User Exists field

Yes means it is a real, active account. No means it is a placeholder account with no active login, which is the duplicate to disassociate.

ℹ️ Note: If you do not see this field on the profile, do not disassociate yet. Confirm which owner is the primary profile using the name and the PID of the primary profile (the PID you wrote down in Step 1a, if you completed it). If you still cannot tell, contact your FranConnect Customer Success Representative.

1. Click the ellipsis action icon for the duplicate owner you want to disassociate
2. Select Disassociate

1. Click OK to confirm the disassociation

If there are no other stores attached to the duplicate user, it is removed from the active user list. This does not merge the two profiles' data — it only removes the duplicate from view. If you need the accounts truly merged, submit a helpdesk ticket before disassociating. Otherwise, that information may be lost. You can go back to the user lists to confirm the duplicate was removed.

Frequently Asked Questions

What if the MUID field is empty?

Create an MUID before you save, if one is needed. In this example, the MUID field filled in automatically with the primary profile's PID number, so no action was needed.

What if the ownership percentages add up to more than 100%?

The system allows a maximum of 100.00% across owners. If the other profile already holds a percentage, enter one that keeps the total at or under 100%. If you are unsure what percentage to assign, contact your FranConnect Customer Success Representative.

Does disassociating the duplicate merge the two accounts?

No. There is no way to perform a true merge from the front end — this is a Support back-end action only. Disassociating the duplicate removes the placeholder profile from the active view, but the two profiles' underlying data is not combined. If the person needs a true merge, submit a helpdesk ticket to have Support merge the accounts.

What happens to data that was saved on the placeholder profile?

It is not automatically moved to the active profile when you disassociate. If notes, documents, or other data were saved to the placeholder profile, move that data to the active profile manually before disassociating, or submit a helpdesk ticket to have Support merge the accounts first. Otherwise, that data can be lost.