Dynamics 365 : Account cannot be merged ?

Recently, my client hit an error when they want to merge two accounts due to duplication.

Unfortunately, system throw them an error stated "These record cannot be merged. One or both of these records was deactivated and cannot be edited.".

Demo

1. Two account : 1 Active and 1 Inactive

Result

2. Two account : both are Active

Result

Root Cause

- one of the account was deactivated.


Solution

- Make sure both records are in "Active" Status.


Happy 365-ing.