Skip to main content

​
Video Guide

​
What are duplicates

Duplicates are two or more customer profiles that the portal flags as belonging to the same individual. The portal automatically looks for matching data points, such as:
  • Document ID and date of birth
  • Date of birth and family (last) name
Resolving duplicates prevents:
  • Inaccurate reporting and analytics
  • Double-handling of onboarding reviews
  • Compliance risks linked to multiple identities for one person
If duplicates are not yet enabled in your workspace, contact FrankieOne Support to switch the feature on.

​
Where to find Duplicates

  1. Sign in to FrankieOne Portal v2.
  2. Open Profiles › Entities.
  3. Look for the Duplicate badge in the Onboarding Summary column.
  4. Select the customer row to open the profile.
  5. In the profile header, choose the Duplicates tab to view side-by-side comparisons of the potential match.
You need the “Show duplicate page” and “Fetch duplicate entities” permissions to view this tab. Team admins can assign these in Settings › Users › Roles.

​
How to resolve duplicates

ActionResult
Mark True PositiveConfirms the profiles belong to the same person. The duplicate record is locked from onboarding.
Mark False PositiveConfirms the profiles are different people. Both records remain active.
Follow these steps:
  1. In the Duplicates tab, review the side-by-side data (name, document IDs, addresses, dates of birth).
  2. Select Change match status.
  3. Choose True Positive or False Positive.
  4. Add a short explanatory comment—this is stored in the audit log.
  5. Confirm.
After a True Positive decision, only the primary profile stays active. After a False Positive decision, the duplicate flag is cleared and no further action is required.

​
FAQ

Why did the portal miss a duplicate? The match engine relies on the data you collect. Typos or missing fields can stop automatic detection. Edit the profile and re-run checks if needed. Can I customise the matching rules? Yes. Contact Support to request additional or different matching criteria (for example, email + phone). Who can resolve duplicates? Any user role that includes the “Set entity as duplicated” permission.