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This email address already exists in your account.

JoanR81
Rookie
0 Votes

I have a customer who typed their wrong email address. When I go to correct it, I get the error message This email address already exists in your account. However, when I search my contacts that email doesn't exist even if I search all contacts. Any clues?

2 REPLIES 2
William_A
Administrator
0 Votes

Hello @JoanR81 ,

 

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
ChristyS0
Rookie
0 Votes

William - I have the same problem.  While your solution seems to fix this, it would be nice to know why there would be a permissions or compliance-hold preventing a simple email change.

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