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Overview

Change the email recorded on a person’s profile from that profile. The change stays on the profile you opened. Referrals, rewards, and journeys already on it stay on it. The new address does not bring that history with it, and it does not move a reward a supplier has already issued. If the new address already belongs to another profile, do not change either profile until you decide which history should survive. Extole rejects the save. It does not combine the two profiles. For why one email belongs to one profile, see Changing the Email on a Profile.

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Before You Edit

Search for the new address before you open Edit.

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Change the Email

  1. Click User Support in the sidebar.
  2. Search for the person by the email currently on their profile, and open that profile.
  3. At the top of the profile, open Person actions and click Edit.
  4. On Edit Person, replace Email Address with the new address.
  5. Click Save.
Save applies the new address to the profile you opened. It does not create a second profile. When email is your account’s identity key — the usual case — this edit changes the value that identifies the person. When your account identifies people by a field other than email, this edit updates the email on the profile and leaves the identity key as it is. See Changing the Email on a Profile.

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When the New Address Is Already Taken

Save does not apply an address that already identifies another profile. Search for that address, open the profile it returns, and compare the two. Which history survives is your decision. Extole does not merge the profiles when you edit the email.

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What the Change Does Not Do

A reward that has already been issued still goes to the address on that reward. Changing the profile and then clicking Resend does not redirect it. See How to Resend a Reward. For a Tango gift card that has to go to a corrected address, see How to Resend Tango Rewards.