If you are having these following issues: 


  • "The email address is incorrect, but it will not let me change it to the correct email"  

  • "Client has requested we change the email address, but it will not update" 

  •   Error message advising to 'try again later' 


When this message appears, it normally means the correct/new email is already in use elsewhere. 


You should search on Pulse using only the email address that they are attempting to use. This will normally show an alternative account which has used this email already. 


To make sure, you can search the email on Pulse you can just use the email address in question as oppose to a client/DAV number.  


 


If you have found the email address has been registered with another account, you should take one of the following steps:


  1. You can use this alternative account (which is only worth doing if the client hasn't completed much of the process so far) 
  2. You can continue using the account with the incorrect/old email address, but they would need the client to provide another email address. This would need to be an email which hasn't been used elsewhere 
  3. If they do not have another email to provide, you would need to replace the incorrect/old email address with the client's DAV number. For example, DAV-12345@stepchange.org. The client will not be able to use the online process if this option is required 


Thank You,

Service Desk