No messaging when editing contacts who updated an email through confirmed opt-in

0 Votes

I received an email from one of my contacts asking me to change his email address. I pulled his name up in "Contacts" and attempted to change his email address. But it would not change and I could not edit it. Over 4 days I spent 15-20 minutes per day, looking through your training library trying to figure out how to update his email address. NOTHING worked. Today I called Customer Service. I was handled by Heather and Daniel, both very professional. Daniel told me that since the contact had unsubscribed and then resubscribed the account was "locked." So Daniel handled it for me. But there is NOWHERE on the CC Site that informs me of that. There is NO WAY for me to be informed that the contact is "locked." First of all, I don't know why the contact needs to be "locked," that makes no sense to me at all. Second of all, if you are going "lock" contacts, you should clearly inform your clients (who are paying you) that the contact is locked and how to address issues with that contact. Keep up the good work - Over to you!! Lance

Status changed to: Voting Open

Hello @KarlM48,


Thank you for submitting this feedback. The reason the email address is unable to be edited is because it's Confirmed, which means they were in Awaiting Confirmation and confirmed their subscription. Given that they confirmed with that specific email address, it becomes locked for editing. We do have a small note on this article about not being able to edit an address if it's confirmed, but I agree it is hidden.


I've passed the feedback along to the engineers and we will take this into consideration when working on our Contacts system, hopefully making it more clear in the account itself. Until then I have opened this post for voting. Thank you again!

Status changed to: Gathering Information

Hi everyone,


While users are still unable to edit a confirmed email address, the good news is the messaging in this process has been updated in our New Contacts Redesigned experience. Does this new wording help make the process clearer? In the meantime we wanted to update the status of this idea to more accurately reflect the status of the idea with our engineering team. We can't guarantee a commitment to deliver on the idea but should indicate some awareness that we have heard your feedback and are continuing to collect both requests along with use case examples. 

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