When attempting to use the email migration tool and the customer currently has active subscriptions tied to the account, the email migration cannot be completed. The email migration tool in the portal cannot overwrite another account with an active subscription.
This article illustrates how the plan on the incorrect email can be migrated to the correct account manually.
To manually migrate the plan from the incorrect email to the correct account, follow these steps:
Create a fake legacy record for the plan that must be migrated.
Please see the following support article on how to create a fake legacy record: Creating Legacy Records Without a Legacy Customer ID and Plan ID
Cancel the subscription on the incorrect account.
Click the Actions button on the vehicle (triple-dot) and select Cancel Subscription. Choose Cancel immediately for the Cancel Date.
IMPORTANT: Take note of any credits, loyalty points, or prepaid washes on the incorrect account. These will need to be manually added to the correct account as well.
Delete the vehicle on the incorrect account.
Click the Actions button on the vehicle again, and select Remove vehicle.
Migrate the legacy record to the correct account.
Use Attendant mode to migrate the legacy record to the correct email account.
Click Look up existing customer
Search for the correct email account and select it.
Select Migrate Legacy Membership.
Look up the legacy record and proceed to checkout.
After this has been completed, the plan will be attached to the correct account.
Delete the incorrect account.
On the incorrect account that no longer has a plan, select Delete User under General > User Information.
Note: Be sure to add all the credits and loyalty points to the correct email account once completed.