I am trying to edit an email address and the record is not changing.

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  • Problem
  • Updated 3 years ago
  • Not a Problem
  • (Edited)
Hi I keep correcting an address, and it isn't taking.  I open the record from within the segment. I make the correction (removing a space in an email address). I save the record. The flag Error is replaced with Active.  I go back to the segment list. It is still in the errors group.

I've saved the record multiple times, I've refreshed multiple times. I closed the site, cleared my cache and logged in again.  Thanks!
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Posted 3 years ago

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Photo of Sam Collis

Sam Collis, Customer Support Specialist

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Official Response
Hi there!

Thanks a bunch for providing such a detailed description of what you're running into.

What's happening here is that there are actually TWO SEPARATE contacts.  One contact with the space and one without.  Emma won't allow two contacts to have the same email address because that is what ties the identity of a contact to the account and has to be unique.  So when you're removing that space from the email address Emma is unable to save those changes because a contact with that address already exists.

The solution here is to delete the contact with the space.  Given that this contact hasn't received any previous mailings you won't be losing any response data.

Hope that helps!  Let me know if you have any questions!