Parent Account to child accounts

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  Ke Lou

  August 30, 2022 17:11 (Edited August 31, 2022 13:50)

  Hi Tolu,

  Thanks for your question. Changing from parent accounts to child accounts can cause a data disruption and it will depend on each customer's unique situation. I've gone ahead and created a support ticket for this question so the support team can gather more information to assist you.

  Regards,

  Ke

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• 

  Charles Helms

  September 14, 2022 13:46

  Hi All, 

  Wanted to provide some general guidance here for what the typical path between setups could look like:

  Before Parent Accounts:

  Account ID is '12345' and visitor activity is associated w/this account ID.

  Parent Accounts is enabled, which results in new account ID created as "parentAccountID:: child AccountID"

  If you don't send a parent Account ID, we use the Account ID as both the parent and child ID.

  We create a new Account ID as '12345:: 12345' and visitor activity is associated w/this new account ID.

  After you turn off parent Accounts...

  Visitor activity will start being associated with the previous Account ID of '12345'. You can see how this results in:

  • Two accounts in Pendo for what really is one account on the customer side.
  • Depending on when the activity happened, the events will either be associated with Account ID '12345' or '12345::12345'.
  • Eventually once enough time has passed, the events from '12345::12345'' will fall out of the segments, but it will take time.

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