How to Change a User Email

SOP: Correcting a User’s Email Address by Replacing the User Record

Objective

This SOP explains how to handle cases where a user’s email address was entered incorrectly and cannot be edited directly. The process ensures the company record and associated data remain intact while replacing the incorrect user with a new user using the correct email address.

Key Steps

1. Identify the incorrect email on the user record 0:02

• Open the relevant user record and confirm the email address is incorrect.

• Verify that the issue is specifically the email field and not another user detail.

• Use this SOP when a user needs their email address corrected after account creation.

2. Review what user fields can be edited directly 0:09

• Confirm that other user details can be updated normally, such as: 

  • Name

  • Phone number

  • Primary contact status

  • Company assignment

  • Password reset

• Note that the email field is restricted and cannot be freely changed like the other fields.

3. Understand why the email cannot be edited directly 0:26

• Recognize that email changes are limited for security and verification reasons.

• Users must be verified before they can fully access Expo Genie.

• Verification occurs when: 

  • The user registers and confirms their email through the verification link, or

  • A user is manually created and sent a welcome email, which verifies them by default.

4. Create a new user with the correct email address 1:06

• Add a new user under the same company record using the correct email address.

• Make sure the new user is tied to the same company so the company data remains unchanged.

• Confirm the new user is created successfully before removing the old one.

5. Remove the user with the incorrect email address 1:14

• After the new user is created, delete the original user that contains the incorrect email.

• Ensure you are deleting only the incorrect user record and not the company record.

• Verify that the company remains active and all associated data stays in the event portal.

6. Confirm the replacement was completed correctly 1:32

• Check that the correct user is now associated with the company.

• Confirm the incorrect email/user record has been removed.

• Validate that the company’s data and access remain intact after the swap.

Cautionary Notes

• Do not attempt to directly edit the email field on an existing verified user record.

• Do not delete the company record when replacing the user; only remove the incorrect user.

• Confirm the new user is created under the same company before deleting the old user.

• Be careful when handling verified accounts, since email changes are restricted for security reasons.

Tips for Efficiency

• Before making changes, double-check the correct email address to avoid repeating the process.

• If possible, create the replacement user first, then delete the incorrect user only after confirming the new account works.

• Keep a quick note of the old and new email addresses for audit/reference purposes.

• Use the user edit screen to update any other needed details at the same time, since those fields can be changed directly.

Link to Loom

https://loom.com/share/e388e828c73e4494a16bb04799d8997d