# Merge guest accounts

## Introduction

When using Zivver CloudSync to synchronize users from Exchange Online to Zivver, you might encounter the following error:

> Error creating alias: Alias is a guest: <email_address>

This means that the mentioned email address has already received one or more Zivver messages as a guest user. To resolve this issue, you need to merge the guest account with the new user account that CloudSync is trying to create. You can do this with the Zivver Synctool. The instructions below will guide you through the process.

## Prerequisites

Refer to the [Zivver Synctool prerequisites](https://docs.zivver.com/en/admin/synctool-v2/prerequisites-synctool.html) to ensure your environment meets the necessary requirements.

## Procedure

01. Download the latest version of the [Zivver Synctool](https://downloads.zivver.com/synctool/versions/2.1.6/Zivver.SyncTool-2.1.6.zip).
02. Extract the contents of the ZIP file to a folder on your computer.
03. Run the `Zivver.Synctool.app.exe` application.
04. Click _add_ Create new settings profile.
05. Select the location to save the new profile, and enter `Merge guest accounts` as the profile name.
06. Click **Save**.
07. _Optional_: If you exclude domains in your CloudSync configuration, expand **Profile**, click **Domain filter**, select **Enable Email/Domain Filtering**, and add the necessary domains.
08. Expand **Target (Zivver)**.
09. Click **Connection**.
10. Enter the API Key used for CloudSync in the **API-key** field.

_Alternatively, you can create a new API Key in the [Admin portal](https://app.zivver.com/admin/api-keys)._  
11. Click  Test connection to verify the connection.
12. Expand **Sources**.
13. Click **Overview**.
14. Click _add_ Add Exchange source.
15. Under **Sources**, expand the newly created Exchange source.
16. Click **Connection**.
17. Select **Exchange Online with MFA login** as the **Exchange type**.
18. Under **User name**, enter the Exchange Online user that has the necessary permissions to read users and groups in your organization.
19. Click  Test connection to verify the connection.
20. Click **Users** in the left menu.
21. Enable **Get users from Exchange**.
22. Click Use defaults.
23. Click **Groups** in the left menu.
24. Click Use defaults.
25. _Optional_: If your organization uses Organizational Units (OUs), go to the **Organizational units** section and select **Domain**.
26. In the left menu, expand **Syncing**.
27. Click **Synchronization Options**.
28. Enable **Create new users in Zivver**.
29. Enable **Update existing users in Zivver**.
30. Enable **Create new functional accounts in Zivver**.
31. Enable **Update existing functional accounts in Zivver**.
32. Enable **Merge guest account into primary account if guest account is an email alias**.
33. Make sure all other options are disabled.
34. In the top-left corner, click **Manual Synchronization**.
35. Click Start to load and order the data.
36. Confirm the changes that will be synchronized.
37. Click Update now to start the synchronization.

Updated on 2026-06-18