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When the same person ends up with two accounts in your workspace, Dust Support can merge them into one. This usually happens after an email domain change, for example after a rebrand or a spin-off: people sign in with their new address and get a second account, which splits their history and takes an extra seat.
A merge can’t be undone. Check every pair before sending your request.

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How to request a merge

Merges are run by Dust Support. Contact Support with the list of accounts to merge, one pair per line: the old email address, then the new one. The account with the new address is the one you keep.

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Before the merge

Each pair must meet these requirements:
  • Both accounts are members of the workspace. A pending invitation doesn’t count: the person must accept it and sign in once with their new address.
  • Both accounts have the same role. If one is an admin and the other a member, change one of the roles first.
  • Both accounts belong to the same person. If two accounts only share a surname, confirm that they’re the same person before adding them to the list.

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Check that your list is complete

A list built from a directory query on the new domain often misses accounts. Subdomains of the new domain, for example those used by regional entities, are the usual gap. Compare your list with the members of your workspace before sending it.

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What carries over

These move to the account you keep:
  • Conversations and messages, including the files shared in them
  • Agent memories
  • Group memberships, including editor access to agents
  • Triggers
  • API keys

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What doesn’t carry over

These stay with the old account. After the merge, each person may need to set them up again on the account they keep:
  • Connections to tools that use personal credentials: reconnect each tool.
  • Pod preferences: starred Pods and Pod notification settings.