Version

2026.02

Overview

Mismatched or duplicate customer accounts are almost always caused by differences in the underlying records. Because Caselle is the system of record, these issues must be corrected there first.

The portal will update automatically after the next sync.

Why mismatches or duplicates happen

Common causes include:

• A customer was created more than once in Caselle
• Name, address, or account details don’t match exactly
• Records were imported or merged incorrectly
• The same person is tied to multiple account records

The portal simply reflects what it receives from Caselle.

Instructions

Step 1: Identify the correct Caselle record

In Caselle, review the customer records and determine which one should be kept as the primary account.

Check for:

• Correct name and contact information
• Accurate account number
• Current balances and charges

Step 2: Merge or correct records in Caselle

Use Caselle’s tools to:

• Merge duplicate customer records, or
• Update details so they match consistently

Do not attempt to fix these issues in the portal—they won’t persist.

Step 3: Allow time for the next sync

After making changes in Caselle:

• Wait for the next scheduled sync
• The portal will automatically refresh and reflect the corrected record

No additional action is required in the portal.

Step 4: Verify in the portal

Once syncing is complete:

• Search for the customer again
• Confirm only the correct account appears
• Check balances and history for accuracy

If the issue remains

• If duplicates or mismatches still appear after syncing:
• Confirm all related records were updated in Caselle
• Check for additional linked accounts
• Contact Community Connect Portal support with details

Good to know

• Caselle is the source of truth for customer records
• Portal data can’t override Caselle records
• Most corrections appear after the next sync cycle