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Merge Accounts not finding both accounts

Knowledge Article Number 000233116
Description I have two business accounts that I want to merge but when I search for the accounts within "Merge Accounts" only one shows up, so I can't merge them. Both show up when I search the client name in the main search bar so they are the same name.
Resolution When the Account Name or Contact Name field is encrypted, searching for duplicate accounts or contacts to merge doesn’t return any results.

Please see the Platform Encryption article for more details.

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