Resolving Duplicate Residents
BETA

When a PMS resident appears to match an existing Zentra user, the system routes the record to the
Needs review
 tab. This section explains how to resolve duplicate matches.

Why Duplicates Occur

Duplicates are detected when:
  • A resident was manually created in Zentra before PMS integration
  • Names match but email addresses differ
  • A returning resident reappears in your PMS
  • Nicknames or name variations exist (Katie vs. Catherine)

Viewing Duplicate Details

When you click on a duplicate item, a side-by-side comparison displays:
  • Left side:
     PMS record (incoming data)
  • Right side:
     Existing Zentra user (potential match)
Review both records to determine if they are the same person.

Resolution Options

Match to Existing Resident
Select this when the PMS resident IS the same person as the existing Zentra user.
What happens:
  • The Zentra user is linked to the PMS record
  • Core fields are updated from PMS data going forward
  • Future syncs update this user automatically
  • Existing credentials and access are preserved
Create as New Resident
Select this when the PMS resident is NOT the same person as the existing Zentra user.
What happens:
  • A new Zentra user is created from the PMS record
  • The existing Zentra user is unchanged
If the PMS resident has the same email as an existing Zentra user, you cannot create a new resident directly. A “Review email conflict” dialog opens instead (see below), because Zentra does not allow duplicate email addresses.
Skip This Resident
Leaves the item in the queue for later review. It will reappear on the next sync if the PMS still reports the record.
Skip Permanently
Excludes the resident from this and every future sync.
  • The resident moves to the Permanently Skipped Residents list
  • You can un-skip a permanently skipped resident later if needed

Resolving Email Conflicts

If an incoming PMS resident’s email matches the email already on file for a different Zentra resident, a
Review email conflict
 dialog opens with four options:
Option
Result
Yes, this is the same resident
Matches the PMS record to the existing resident, same as Match to Existing Resident
This email is correct for this resident only
Creates a new resident with this email
Skip
Leaves the item in the queue for later review
Skip permanently
Permanently excludes this item from future syncs
Choosing “This email is correct for this resident only” or “Skip permanently” on an email conflict also automatically and permanently skips the other resident record(s) that share the conflicting email – not just the one you were reviewing. Review all affected records before confirming.

Resident Identifier Changes

If your PMS re-issues a resident’s external identifier (for example, replacing an old resident record with a new one during a later sync) and the new record matches an already-synced Zentra resident by email or name, Zentra automatically moves the resident’s prior, now-stale PMS record to the Permanently Skipped Residents list rather than surfacing it again as a duplicate. This keeps the old record from reappearing in the queue on every subsequent sync. As with any permanently skipped record, you can un-skip it later if needed.

Best Practices

  • Review email addresses first – matching emails strongly indicate the same person
  • Check unit assignments – different units may indicate different people
  • Consider move-in dates – large gaps may indicate a new resident with the same name
  • When in doubt, matching to the existing resident is usually correct for email matches
Once you match a PMS record to an existing resident, the two records cannot be unlinked from within Zentra. If you match the wrong resident, contact Zentra support for assistance.