[Account Owner] Best Practices: Updating a Client's Email Address
Please note that if your firm has disabled advisor ability to edit the client email attribute, only the Account Owner and their Admins may edit an email on a client profile(if able).
In this article:
When a client's email address needs to be updated or edited, these are the best options to go about changing the email in AdvicePay, if able.
Edit a Client's Email on their Behalf
This approach works for newly added clients who:
1)are unregistered and have yet to establish a password for their account or
2) attempt payments on an invoice.
If the client's status displays as unregistered and they have never entered checking, credit/debit card information or had invoices manually marked as paid on AdvicePay, you can edit the email on your end by:
- Go to Accounts in the left sidebar, then click on Clients, locate the client then click Edit Profile in the drop down menu top right.
- Update the email, and click Save, This will update the email as needed.
Invite your Client to Register then Edit their own Email Address
This approach is ideal for clients who 1) have already established a password for their account or 2) have attempted/made payments on an invoice.
One of the important ways we stay 100% compliant and maintain strict account security is by not giving firms the ability to change the client's email once that client has a status of Registered, added payment information or had an invoice marked as paid manually by the Advisor.
If a client fits the above conditions, you won't see the email address available to you for editing. Instead, these clients have the ability to update their email address themselves when they are logged in to their account!
This simple tutorial on our Client Knowledge Base can be passed on to clients who need a helping hand: How to Edit Your Name or Email Address
What to do When a Client Can't Update Their Email Address
Sometimes a client may no longer have access to their email address inbox or can't remember the password. In this case please either reach out to our Customer Support team at support@advicepay.com with your client cc'd, or they can reach out to us and we can help them. In this process we will verify account ownership with some security questions, then help get your client logged in with instructions to update their email address.
If they know the password and email but they can't get into the email inbox anymore, that is ok, they can log into AdvicePay with the same login information (email and password) and can update the email from within.
In the event we are unable to verify the account, you will want to delete the client's old profile and create a client profile under the new email address. All existing payment history under the client's old profile will be maintained in AdvicePay. Please note AdvicePay support is unable to edit anything within accounts due to security.