---
title: "What does ‘externalCustomerid does not equal existing externalCustomerId’ error mean?"
slug: "what-does-externalcustomerid-does-not-equal-existing-externalcustomerid-error-mean"
description: "The error occurs when you are trying to merge two Customer Profiles that are linked to two different master data/lookup adapter."
updated: 2025-01-31T23:15:59Z
published: 2025-01-31T23:15:59Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What does ‘externalCustomerid does not equal existing externalCustomerId’ error mean?

The error "externalCustomerid does not equal existing externalCustomerId" occurs when you try to merge two Customer Profiles linked to two different Lookup Adaptors.

Double-check that you are merging the Profiles for the same person, as this merges the Profiles in Gladly, not your master data.

To fix the issue, unlink one of the Profiles using the **Unlink Customer** option. Once unlinked, you can [merge](/docs/merge-customer-profiles) the Profiles again.