Error: The constituents could not be merged because both constituents have registrations for the same event and one or both of the constituents have event registration payments or event registration payments pending in an uncommitted batch - when merging

When trying to merge two constituents, you may receive the error:
The constituents could not be merged because both constituents have registrations for the same event and one or both of the constituents have event registration payments or event registration payments pending in an uncommitted batch. The payments may be duplicates.

This error message indicates the two constituents are either both registered for the same special event or have both paid for the same special event.
  1. The first step to resolving this issue is to check to see what event your source and your target constituents are both registered for:
    1. Open the Source Constituent's record and go to their Events Tab. 
    2. In another browser tab or window, open the Target Constituent's record and go to their Events Tab. 
    3. Compare the list of events to see which event the Source and Target are both registered for. 
  2. Once you've found the event, determine if one of the constituents is listed as a guest on the other's registration OR if the constituents both paid and registered separately:
    1.  To quickly check this, from the Events Tab, click the arrows beside the event name. 
    2. Click Go to Registrant to view the constituent's registration for that event:User-added image
    3. From the registrant page, you'll see the constituent's name followed by either Event Registrant or Event Guest.  
      1. In this example, we see this constituent is the Event Registrant which indicates that the constituent is the host and has paid for the registration. We can also see a link to the payment:User-added image
      2. In this example, we see the constituent is the Event Guest which indicates that the constituent was designated as a guest and likely did not make a payment. You'll likely see no payment linked under Payment History for these guests: User-added image
  3. If one constituent is a guest and did not make a payment for the registration, you can change their registration to an "unnamed guest" and successfully merge the constituents. Note: This is the most common scenario as hosts will occasionally enter their personal information for all of their guests when registering online. This will create duplicate records.
    1. From one of the registration records, click Edit: User-added image
    2. Change one of the constituents to be an unnamed guest, by choosing "Unnamed Guest" from the drop down: User-added image
    3. Click Save. 
    4. Go to Constituents > Duplicates > Merge two constituents and try to merge them again. You should now be able to successfully merge the constituents. 
  4. If both constituents are listed as "Event Registrants" and have both registered and paid separately, you will likely have to delete the registration in order to merge or mark the constituents inactive: 
    1. If the payment was added as a back office payment (contains a revenue ID number), you will need to delete the payment and delete the constituent from the event registration.
      1. Go to the payment record
      2. Choose Delete Payment > Select no to refunding the card
      3. Go to the event registration > Select arrows next to the event registrants name > Select delete 
      4. Add this registrant to the existing registration on your target record
      5. Go to Constituents > Duplicates > Merge two constituents and try to merge them again. You should now be able to successfully merge the constituents. 
    2. If the payments were added as a sales order (contains a sales order number), you will not be able to merge the two constituents. You will need to mark the source constituent of your merge as inactive.To mark a record as inactive, follow the following steps:
      1. Go to constituents record
      2. Select the Personal Info tab
      3. Click Mark Inactive

Steps to Duplicate

  1. Go to Constituents > Duplicates > Merge two constituents.
  2. Enter in the two constituents in the source and target fields.
  3. Select a merge configuration and select to delete source constituent.
  4. Click Start.
  5. Receive error: The constituents could not be merged because both constituents have registrations for the same event and one or both of the constituents have event registration payments or event registration payments pending in an uncommitted batch. The payments may be duplicates.

Environment

 Altru Arts & Cultural
 Yes

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