What to do if a user enters the wrong email when setting up an account

Sometimes a user may accidentally register with the wrong email address. Here's how to handle it depending on their situation.

If the user has NOT paid yet

Option 1: Ask them to create a new account

Ask the user to register again using the correct email address.
In the admin app, delete the old (incorrect) account.

💡 If they have already paid before creating the new account, just manually activate their new account in the admin app after they register.

Option 2: Update the email for them

In the admin app, go to the user’s account
Under the Details tab, click Change email

⚠️ This will only work if the correct email is not already in use by another organisation. If it is, use Option 1 instead.

💳 If the user HAS already paid

Use Option 2 above to change the email address.

If the incorrect email is also associated with an account with another organisation on Hivepass, the user will also need to contact that organisation to resolve the issue.