{"id":"profiles.troubleshooting","app":"profiles","title":"Troubleshoot loading, merging and notes","summary":"Check access, matching, scope and background settings before escalating.","url":"https://www.simultem-apps.com/wiki/profiles#troubleshooting","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/profiles.troubleshooting","resourceUri":"wiki://profiles/troubleshooting","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02","keywords":["error","not loading","missing","duplicates","support"],"sections":[{"title":"Investigate","steps":["If Profiles does not load, use the retry control and check Apaleo authorization and app billing.","If duplicates remain, compare the stored contacts with the matching rules and check whether the relevant automatic process is enabled.","If notes cannot be edited, check the note level, participant, context tab and property policy.","If a merge partly failed, review the item errors before retrying.","Send support the account, property, profile and reservation IDs, the mode and matching settings, run time and error text."],"notes":[]}],"text":"# Profiles: Troubleshoot loading, merging and notes\n\nCheck access, matching, scope and background settings before escalating.\n\n## Investigate\n\n1. If Profiles does not load, use the retry control and check Apaleo authorization and app billing.\n\n2. If duplicates remain, compare the stored contacts with the matching rules and check whether the relevant automatic process is enabled.\n\n3. If notes cannot be edited, check the note level, participant, context tab and property policy.\n\n4. If a merge partly failed, review the item errors before retrying.\n\n5. Send support the account, property, profile and reservation IDs, the mode and matching settings, run time and error text.","related":[{"id":"profiles.grouping","app":"profiles","title":"Search and group potential duplicates","summary":"Set matching criteria and inspect the actual profiles in each proposed group.","url":"https://www.simultem-apps.com/wiki/profiles#grouping","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/profiles.grouping","resourceUri":"wiki://profiles/grouping","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"},{"id":"profiles.notes-and-tags","app":"profiles","title":"Notes, hashtags and AI summaries","summary":"Add guest context and understand who can edit each note.","url":"https://www.simultem-apps.com/wiki/profiles#notes-and-tags","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/profiles.notes-and-tags","resourceUri":"wiki://profiles/notes-and-tags","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"},{"id":"platform.support","app":"platform","title":"Contact support and use the wiki assistant","summary":"Collect a reproducible case and consult source articles from the helper’s answers.","url":"https://www.simultem-apps.com/wiki/platform#support","apiUrl":"https://www.simultem-apps.com/api/wiki/v1/articles/platform.support","resourceUri":"wiki://platform/support","revision":"2026-11-02.1","lastReviewedAt":"2026-11-02"}]}