How do I handle duplicate member profiles?

Why Duplicate Profiles Occur
Duplicate profiles most commonly occur when:

• A member uses the facility's Sign-Up Widget instead of logging in with their existing account when joining a second facility.
• A member is added manually while they already have an account at another Octiv facility.
• A data import creates duplicate records.

Preventing Duplicates — Second Facility Sign-Up
When an existing Octiv member joins a new facility, they must use the sign-up link and select "Yes, I have an account" — not register as a new user. See article: How do I add a second facility or facility to my Octiv account?

Resolving Duplicate Profiles
Contact Octiv Support at support@octivfitness.com with both profile email addresses. The Octiv team can merge the accounts.

Member Profile Issues — General

• Update member email address: Must be done by admin or Octiv Support — members cannot update their own email. Navigate to Members >> [Member] >> Profile >> Edit >> Email Address.
• Assigning members to a location: Members >> [Member] >> Profile >> Account Details >> Primary Location
• Creating a child profile: Each Octiv profile requires a unique email address. For children without their own email, use a parent email with a modifier (e.g. parent+child@email.com) and contact Octiv Support for guidance.