There are multiple reasons that this error may be received.

A. The Contact Record in Luminate CRM may not have sync'd up to Luminate Online if the Active Field on the Contact Record is not checked.

This can be verified by doing the following:
  1. Look at each Contact Record to be merged in Luminate CRM
  2. If the Active field is not checked, then check it.
  3. Wait for the record to sync to Luminate Online and run the merge again.

B. Another possible cause for this error is that the Constituent record in Luminate Online that is associated to one of the records to be merged has been Removed.

This can be verified by doing the following:
  1. Look at each Contact Record to be merged in Luminate CRM, and note the Convio ID (you'll need to remove the commas).
  2. In Luminate Online, go to Constituent360 -> Constituents and enter the Convio ID in the Constituent ID field at click Find (be sure to check "Include removed (inactive) constituents in search results).
  3. The Status column will indicate whether the record is Active or Removed.

If one of the Constituent records involved with the merge has been Removed, then it will need to be reactivated.  Add the Removed record or records to a Group and notify Support that the records in that group need to be reactivated.  Once support has reactivated the records, the records should then be able to be merged in Luminate CRM.