When Entities Go Wrong
The four things that actually happen.
Nearly everything here traces back to one of two facts.
Duplicate detection matches names exactly, so it misses most real-world duplicates.
A merge cannot be undone, so a merge done in haste is a repair job rather than a retry.
Troubleshooting Guide
Is the problem a duplicate the scan did not find?
Did a merge keep the wrong record?
Is an entity refusing to delete?
Is the organisation tab missing from a contact?
Did an organisation disappear when you deleted a contact?
Known Issues
The scan says no duplicates but I can see duplicates
The names are not spelled identically.
Zyntro groups organisations whose names match exactly once capitalisation and surrounding spaces are ignored. Acme Ltd and Acme Limited are different names and will never be grouped.
Find them yourself from the Entities list — sorting by Entity Name puts near-identical names next to each other — then merge from the consolidation screen.
The best long-term fix is at entry: on the Add Contact form, always pick the organisation from the suggestions rather than typing it out.
Delete Selected is greyed out
At least one selected entity has contacts linked.
An organisation with contacts cannot be deleted, because deleting it would leave those contacts pointing at nothing.
Either deselect the ones with contacts, or deal with their contacts first — move them to another organisation, or delete them. If the organisation is a duplicate, merge it instead: that moves the contacts across and retires the record in one step.
The contact count column shows which rows will block a delete before you select them.
A merge kept the wrong record
The primary was chosen for you, or chosen in haste.
There is no undo, and Zyntro does not record which contacts came from which record.
The practical repair: rename the surviving record to the name you wanted, correct its fields, and move any contacts that should not be there to another organisation from the consolidation screen.
If this happened through Auto-Merge, lower the group-size limit to 2 and review larger groups by hand in future — Auto-Merge always keeps the record with the most contacts, which is not always the best record.
Contacts I expected are not on the organisation
They are linked to a second copy of it.
Open the Entities list and sort by name. If the same company appears twice, the contacts are split across both.
The contact count on each row links straight to the contacts on that record, which is the quickest way to confirm. Then merge, keeping whichever record is more complete.
A contact has no organisation tab
No organisation is linked.
In B2C this is the normal state — Skip entity starts switched on, so contacts are created without one.
Link one from the contact's own page. If many contacts are missing organisations and should not be, the consolidation screen's Orphaned Contacts panel assigns them in bulk.
Entity data in an import was ignored
The CRM is in B2C mode.
In B2C, entity data supplied to an import or to the Add or Update Contact API is ignored rather than creating an organisation. This is stricter than the Add Contact form, which lets you switch Skip entity off per contact.
If you routinely need organisations on imported contacts, Hybrid is the mode that fits — changing it is a support request rather than a setting.
Entity Score shows zero on every organisation
Nothing has set it.
Entity Score is not calculated by Zyntro. It is a number you supply through an import or the API, and it stays at zero until something sets it.
It is easy to confuse with contact engagement scores, which Zyntro does work out for you.
Frequently Asked Questions
No. The merged-away record is kept as a tombstone, but Zyntro does not record which contacts came from it, so they cannot be separated again. Decide which record to keep before merging.
No. Contacts, invoices, recurring invoices, revenue, leads and payment contracts all move to the surviving record. The losing record is marked Merged rather than deleted — purging is a separate step that removes only those tombstones.
No. Matching is exact once capitalisation and surrounding spaces are ignored. Those differ, so they are two organisations as far as the scan is concerned. Merge them by hand.
Organisations are created by whatever creates contacts — forms, imports, the API and the business-card scanner all create one when entity data arrives with a contact and the CRM is not in B2C mode.
No. A contact belongs to at most one, or to none.
No. Entities and contacts both belong to your organisation, so several brands share one set of them.
Tip: The habit that prevents most of this: pick, do not type. On the Add Contact form the organisation box offers matches as you type. Choosing an existing organisation instead of typing its name again is what stops duplicates being created, and it costs nothing at the moment you are already filling the form in.
