---
title: "Why is a Customer’s request appearing on an unrelated Customer’s Profile?"
slug: "why-is-a-customers-request-appearing-on-an-unrelated-customers-profile"
description: "If a Customer's messages or phone calls are appearing on a different, unrelated Customer Profile, there are two common reasons why this happens. Learn more."
updated: 2025-01-31T23:21:49Z
published: 2025-01-31T23:21:49Z
---

> ## 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.

# Why is a Customer’s request appearing on an unrelated Customer’s Profile?

If a Customer's messages (chat, SMS, etc.) or phone calls appear on a different, unrelated Customer Profile, there are two common reasons why this happens:

1. The Customer's Profile was accidentally [merged](/docs/merge-customer-profiles) with the unrelated Profile. Check the Conversation Timeline [merge events](https://help.gladly.com/docs/merge-customer-profiles#merge-events-in-the-conversation-timeline) to see if this is the case.
2. A Customer is calling using a [common VoIP](/docs/why-am-i-receiving-calls-from-unusual-numbers) number that other Customers might also use, which results in incorrect linking of Customer Profiles. Click [here](/docs/why-am-i-receiving-calls-from-unusual-numbers) to learn more about this scenario.

## Accidental merging of unrelated Profiles

It's not possible to unmerge Profiles that were merged by mistake. If you mistakenly merged unrelated Profiles, we suggest that future conversations with the customer appear in the correct profile. Please note that following the steps below may cause some context and historical Conversations to be lost.

1. Take note of **both** Customers' unique Contact Details (name, email address, phone number).
2. Update the contact details of the existing Profile that has the merged details.
  - Delete the phone numbers (if any).
  - Change the email to a generic email like *john.smith@acme.com*. It should be an email address a Customer won't ever use.
  - [Create a Note](https://help.gladly.com/docs/add-a-note-to-a-conversation) detailing what you did due to the incorrect merging of unrelated Customer Profiles.
3. [Create a new Customer Profile](https://help.gladly.com/docs/add-a-new-customer-profile) for **both** Customers and add their unique contact details like their name, email address, and/or phone numbers.
4. Use the [pin](https://help.gladly.com/docs/add-a-new-customer-profile) feature to link the last Conversation from both Customers on the existing Profile to the new Profiles you created for each Customer.

If the Customer reaches out again using a known identifier like their email address or phone number, Gladly will open the new Profile you created.