This article explains how the Split and Merge options work in Sync 365, why a Microsoft 365 licence may appear as multiple subscription rows, and what to check if licence counts look duplicated.
Important: Sync 365 no longer uses a separate Bill by Subscription ID option. Subscription-level billing is now controlled using the Split and Merge controls in the licence table.
Microsoft 365 licences can have multiple subscriptions behind the same licence name. This is common with Microsoft New Commerce Experience (NCE), especially where a customer has mixed terms or billing cycles.
For example, the same licence name may include:
When this happens, Sync 365 can show the licence either as one combined licence row or as separate subscription rows.
Split shows the underlying subscriptions separately. Use this when the subscriptions need different billing profiles, prices, terms, or PSA mappings.
For example, if a customer has the same licence on both monthly and annual terms, splitting lets you map each subscription to the correct billing profile.
Merge combines the subscriptions back into one licence row. Use this when all subscriptions for that licence should be billed the same way.
If a licence is already split, the control will show a merge action. If it is combined, the control will show a split action.
You can choose how Sync 365 should display licences by default.
Selecting Licenses gives a simpler combined view. Selecting Subscriptions shows subscription-level detail by default.
With automated licence mapping, Sync 365 maps licences at the subscription level where needed. This helps handle Microsoft NCE scenarios where the same licence has different commitment terms or billing cycles.
This means new subscription rows may still require a billing profile if Sync 365 cannot safely infer the correct mapping.
Split subscriptions when:
Merge subscriptions when:
Counts may look duplicated if the same licence is shown as separate subscription rows, or if old PSA additions still exist from previous manual billing or another billing tool.
Common causes include:
Keep the licence split, then assign the correct billing profile and agreement/contract to each subscription row.
For example, map annual/monthly subscriptions to your annual monthly-billed billing profile, and monthly/monthly subscriptions to your monthly billing profile.
Merge the subscription rows back into one licence row, then map the merged licence to the correct billing profile.
Only do this if all underlying subscriptions should use the same price, PSA product, and billing behaviour.
If you previously billed the licence manually or through another tool, cancel or clean up the old PSA additions so they do not bill alongside Sync 365.
If this is part of an initial migration, use an override start date and align old PSA additions to end before Sync 365 takes over.
Apply licence filters so each PSA company only bills the users or licences it should bill. Avoid overlapping filters, because overlapping filters can cause the same users or licences to be counted under more than one PSA company.
Contact support if:
When contacting support, include the company name, licence name, visible subscription IDs, screenshots of the licence rows, and the PSA agreement or contract being updated.