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A person is listed twice when a request was entered with a phone and an email that match no existing record, and the fix is to erase one folder and keep the other.

Why it happens

We treat two entries as the same person only when the phone number or the email address is exactly the same. A request entered with a different phone and a different email, such as a second number or a work address, creates a second record. The two folders are then separate, each with its own requests and documents.

How to avoid it

When you add people to a request, the name, email and phone boxes search your clients as you type. The search starts at the second character and shows up to six matches. Choosing a match puts the existing record on the row, so the new request goes to the same folder. The client's details are not entered again.

You cannot give one record a phone number or an email that another record already holds. Correcting a client's details refuses it.

If it has already happened

  1. 1 Open both folders and decide which to keep. Keep the one that holds the documents you need.
  2. 2 In the other folder, find the This person's rights card and choose Erase this person, as in erasing a client. Then choose Yes, erase everything.
  3. 3 If you want the kept record to carry the phone or email of the erased one, change it with Correct their details in the kept folder. The erased record no longer holds them.
  4. 4 For what was on the erased folder, record notice and consent if you hold the documents yourself. Otherwise send a new request from the kept folder to ask again.
BEFORE YOU DO THIS

Erasing deletes every document and answer on that record at once, not on the dates you promised. It cannot be undone, and the person has to send everything again under a new request.

The erased person leaves your Clients list. The record that they consented stays on file. By default only admins can erase a person.