Loading
Salesforce Enforces New Security Requirements in Summer 2026Read More
Marketing Cloud Personalization
Troubleshoot User Merges in the Identity System

You are here:

  1. Salesforce Help
  2. Docs
  3. Marketing Cloud Personalization

Troubleshoot User Merges in the Identity System

If you’ve confirmed that your Personalization identity system is configured correctly but users aren’t merging as expected, review these tips and considerations.

Required Editions

Permissions Needed
To configure the identity system: A role with Administrator permissions

Users can only merge one time per visit, regardless of how many devices they’re active on. A “visit” starts from the first page view and ends after the user reaches 30 minutes of inactivity on the site. For example, if a user visits a homepage for the first time, exits, and then returns to the site 29 minutes later, the page views are still considered to be part of the first visit.

  • Review these help topics about user merging to confirm whether the behavior you’re experiencing is expected: Merge User Profiles and Merging Logic in the Salesforce Interactions SDK.
  • Configure Identity Attributes before collecting any data in your implementation.
    Note
    Note If you have collected attribute values before turning an attribute type into an Identity Attribute type, the existing values aren’t considered identities.
  • After you configure your implementation and begin to collect data, don’t change the attribute an identity type is mapped to. This type of change can corrupt both the old and new identity types, and existing identity claims for involved identities become useless.
  • During implementation testing, user records might not merge as you expect, especially across many devices or with events from multiple sources that occur at once. The frequency of events from many channels or different identities can cause merges for single users, which are common in testing scenarios.
 
Loading
Salesforce Help | Article