How do I merge two Cinapse accounts?

If you've ended up with two Cinapse accounts (for example, one you made with Google and one with your work email, or a duplicate account under an old address), you can merge them into one. Merging moves the other account's productions, schedules, templates, and sign-in methods into the account you're signed in to right now. The account you're signed in to is the one you keep.

To merge, open My Account, find Merge accounts, and click Merge. You'll confirm your identity, sign in to the other account, and confirm. Merging can't be undone, so read the details below before you start.

Before you start: sign in to the account you want to keep

The merge always runs from the account you're signed in to. That account stays, keeps its email address, and receives everything from the other account. The other account is closed.

A few things decide which account should be the one you keep:

• If one account has an active subscription (for example Cinapse Professional), sign in to that account and merge from there. Cinapse won't merge a subscribed account into an unsubscribed one.
• If both accounts have an active subscription, cancel one (or let it expire) before merging. Cinapse won't merge two accounts that are both paying.
• Your email address doesn't change. After the merge, you sign in with the kept account's email.

How to merge your accounts

1. Sign in to the account you want to keep.
2. Open My Account and scroll to Merge accounts. You'll see the sign-in options currently connected to this account (Email and password, Google, Apple, or Single sign-on).
3. Click Merge.
4. Verify your identity. Enter your password (and your 6-digit authenticator code if you use two-factor authentication), then click Continue. If your account doesn't have a password, you'll be asked to sign in again with Google or Apple instead.
5. Sign in to the account you want to merge in. Use the Google or Apple button, or enter that account's email and password, then click Continue.
6. Review the Confirm merge screen. It shows "Merge [other account] into [your account]?" so you can double-check the direction.
7. Click Merge accounts.

Cinapse reloads and shows Accounts merged. Everything from the other account is now in your account.

Move through these steps without stepping away: for security, the verification is only good for a few minutes. If it expires, you'll be asked to verify again.

What moves to the account you keep

• Productions and schedules you had access to. If either account owned a production or schedule, you're the owner after the merge.
• Published schedules and stripboards shared with you.
• Templates and presets: layout, color, category, report preset, and report layout templates.
• Folders, settings, and union memberships.
• Sign-in methods. If the other account used Google or Apple, you can now use that same Google or Apple login to get into the kept account.
• Private content stays private. Anything you made private in the other account is still private (and only visible to you) in the kept account.

What happens to your settings, password, and security

When both accounts have the same kind of setting, the account you keep wins:

• Password: your kept account's password stays. If the kept account has no password but the other one did, that password moves over, and you use it with the kept account's email.
• Two-factor authentication: the kept account's two-factor setup stays.
• Preferences: the kept account's preferences stay.
• Plan: the plan on the kept account is the plan you'll have.

After the merge

• The other account's email no longer signs in. Use the kept account's email (or any connected Google or Apple login).
• Any device signed in to the other account is signed out. Sign back in with the kept account.
• Collaborators don't need to do anything. Your access to shared productions now belongs to the kept account.

Why can't I merge my accounts?

If the merge doesn't go through, the message tells you why:

• "Both accounts have active subscriptions." Cancel one subscription or let it expire, then try again.
• "That account has an active subscription; this account doesn't." Sign out, sign in to the subscribed account, and merge from there.
• "That account has already been merged into another Cinapse account." That account no longer exists on its own. Its content is already in the account it was merged into.
• "That's this account" / "Nothing to merge." You signed in to the same account you're already using. Pick the other account.
• "No Cinapse account found." The Google or Apple login you used isn't connected to any Cinapse account, so there's nothing to merge. Merging only combines two existing accounts; it doesn't add a new sign-in method.
• "Billing conflict." Both accounts have billing history. Email support@cinapse.io and we'll sort out billing before merging.
• "Subscription state changed." A subscription changed while the merge was being prepared. Just try again.
• I don't see a Merge button. If you only sign in through your company's single sign-on (SSO), merging isn't available from the app. Contact support@cinapse.io.

Can I undo a merge?

No. A merge is permanent and can't be reversed, which is why Cinapse asks you to verify your identity and confirm first. If you're unsure which account to keep, contact support@cinapse.io before merging.