📝 Overview
Learn about the available solutions for helping a customer update or correct their email address.
For standard security purposes, you are not able to update email addresses on a customer's behalf. However, there are a few solutions below that you can walk your customer through depending on their situation.
⚙️ Managing a Customer's Email Address
The customer wants to update their email address
Click here to learn how to help customers update their email address
Click here to learn how to help customers update their email address
If your customer is able to log in and simply wants to change their email address to a new one, have them follow these steps:
Log in to their account at hisawyer.com.
Go to their name in the upper right corner and select My Account > Sign In & Security.
From there, they will have the option to update their email address.
The customer is logging in with the wrong email address
Click here to learn more about incorrect email addresses
Click here to learn more about incorrect email addresses
If your customer tries to update their email address but receives a notification that the address is already in use, they are most likely logging in with the wrong email and already have an existing account under a different address. In this case, have them:
Try logging in with another email address they may have used previously.
Select Forgot Password? on the login screen if they need to reset their password.
⚠️ Sawyer does not currently support the ability to merge accounts.
The customer still cannot log in
Click here to learn how to help a customer who can't log in
Click here to learn how to help a customer who can't log in
If your customer is still unable to access their account — for example, if there is a typo in their email address — you or your customer can reach out to the Sawyer support team at [email protected] for further assistance.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Can I update a customer's email address on their behalf?
Click the arrow to see the answer
Click the arrow to see the answer
No. For security purposes, providers do not have access to update email addresses on a customer's behalf. You can direct your customer to update their email address themselves by going to My Account > Sign In & Security.
What if a customer has two accounts?
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Click the arrow to see the answer
If a customer has accidentally created two accounts with different email addresses, they will not be able to merge them. Have them try logging in with any other email address they may have used, and use Forgot Password? if needed. If they're still having trouble, they can reach out to [email protected] for assistance.
What if the customer's email address has a typo in it?
Click the arrow to see the answer
Click the arrow to see the answer
If a customer's email address contains a typo and they are unable to log in as a result, reach out to the Sawyer support team at [email protected]. The team will help determine the best next steps.