Symptom/Error
When attempting to save a completed pre-assessment, you receive a "duplicate" error message that prevents the form from being submitted successfully.
Cause
This error occurs because Duplicate Prevention Rules are enabled in your CRM.
The system has detected that an account or lead already exists with the same identifying information (such as First Name, Last Name, Date of Birth, or Phone Number) that you are attempting to save.
Steps to follow:
Search the CRM: Use the global search bar to look for the patient's name, DOB, or Phone Number to find the existing account.
Review the Existing Record: * If the patient is returning, you should add a new Intake Opportunity to the existing account rather than creating a new Account or Lead.
Contact Support (If records cannot be merged): If you cannot find the duplicate record or if the system prevents you from merging them, please contact Dazos Support.
Provide a screenshot of the error message.
Include the client's name and DOB.
Our team will investigate the backend to resolve the data conflict.
What Support Will Do
Our support team will:
Investigate conflicting records in the backend database.
Identify hidden duplicates (e.g., records in different statuses or restricted folders).
Clean up or merge problematic data to allow for a successful save.
Expected Result
Once the duplicate conflict is resolved or the existing record is identified, you will be able to process the pre-assessment / Vob without further error messages.
When to Contact Support
Contact support immediately when you encounter this error, as it requires backend access to investigate and resolve the data conflict. This is not something that can be fixed from the user interface.
💡 Tip
Keep a copy of the information you've entered in the pre-assessment, as you may need to re-enter it after the issue is resolved.