How do I edit an email address in a member record?

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How do I edit an email address in a record? Every time I try to edit it, I receive a message that there is an error and it reverts back to the old email address.
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Posted 5 years ago

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Photo of Ben Vance

Ben Vance, Alum

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Official Response
I think the first thing we need to check is the deleted items in the account. If you’re trying to change someone’s current email address to one that was previously stored in the account but has since been deleted - you can get an error message like this. For example:

Let’s say my current email address in your account is employee@work.com. But then I win the Awesome Employee contest, and my email address changes to awesome.employee@work.com - so you delete my old record (employee@) and create a new record for me with the new address.

Well, the next time around, I lose the contest - so my email is back to just being employee@work.com. If you hop into my member record and try to change my email address back - then you’ll get this error because employee@work.com was previously deleted from the account.

To check your deleted Items for deleted audience members, click on the Account Settings button at the top right of your screen:



Then choose Deleted items:



Look for the Audience tab, then for members:



If the address you’re looking for is there, you can restore it to the account by clicking on the drop down arrow to the right of it and choosing “Undelete this item:”



I hope this helps! If you’re still running into trouble, please let us know. We may need to take a more specific look at your account to pinpoint the problem.