There are certain scenarios where the email migration tool cannot be used without taking additional action on the accounts. This guide will explain common blocks and identify how to complete the email migration.
For an explanation on each of these Email Migration fields, please see the following support guide:
The email migration tool's main function is to transfer everything from the "Current" email to the "Change to" email. Every field besides the correct email is replaced by the old account information.
The customer's "Change to Email" has active subscriptions.
If the customer currently has active subscriptions tied to the account, the email migration cannot be completed. The email migration tool cannot overwrite another account with an active subscription.
However, the plan can be migrated to the account manually to allow the customer to view and manage all plans. Please see the following guide: <link>
The customer's "Change to Email" has canceled subscriptions.
The customer has an account with no active subscriptions, but there are canceled subscriptions where the customer has previously washed and had integrated accounts associated. This cannot be overwritten by the email migration tool immediately because of the historical data tied to the account.
To resolve this, take note of any credits, loyalty points, or prepaid washes on the "Change to" account. In the example above, you would need to check John's account for this.
Delete the "Change to" account in the portal. This will save the wash history and canceled subscription information to the deleted account.
Attempt the email migration again. The correct email will be free to use since there is no longer an active account associated with it. If there were any credits, loyalty points, or prepaid washes on the deleted account, be sure to add them back to the customer's account.
The customer's "Current Email" doesn't exist.
The email migration tool will not work if the account does not exist. Please check if the email spelling is correct, or if the email has already been migrated to the "Change to" account.
The customer's "Current Email" has a linked account.
The "Change to" account is linked to another account in the app. Use the portal to unlink the accounts before attempting migration again.
This can be done by navigating to the account, and clicking Accounts > Users, and selecting the checkbox. Then select Remove User(s).
Please contact [email protected] if additional assistance is needed with email migration.