Contact keeps showing old email

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ValeriaC1
Participant

Hi!

 

When I try to update the contact, I get this message "This email address already exists in your account" and the contact will not update to the current email.

 

Thanks
Martin

1 ACCEPTED SOLUTION
William_A
Moderator

Hello @ValeriaC1 ,

 

There's likely a permissions or compliance-hold on that particular contact. You can do one of the following:

  • Add the new contact with the updated address as a wholly new contact, then delete the old one

Or, if you're wishing to keep engagement history:

  • Add the email you're attempting to change it to, using the Type or Paste Contacts option. Then, change the email address of the newly added contact to something random, such as test@test.com, but DO NOT delete it yet. Once this is done, you should be able to update the original contact with the newer address and THEN delete the newer contact you changed to have the junk email.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.

View solution in original post

1 REPLY 1
William_A
Moderator

Hello @ValeriaC1 ,

 

There's likely a permissions or compliance-hold on that particular contact. You can do one of the following:

  • Add the new contact with the updated address as a wholly new contact, then delete the old one

Or, if you're wishing to keep engagement history:

  • Add the email you're attempting to change it to, using the Type or Paste Contacts option. Then, change the email address of the newly added contact to something random, such as test@test.com, but DO NOT delete it yet. Once this is done, you should be able to update the original contact with the newer address and THEN delete the newer contact you changed to have the junk email.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
William A
Community & Social Media Support
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

Anyone can be a marketer! Visit our Blog & Resources page to brush up on the latest tips and tricks.
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