Username/Email Address

[will13am]

During the activation process and in many places in the account web pages show the username as being the same as the email address.  It was clarified by @Mary_M that if the username is changed after activation, the email address does not change and that a request to a moderator is needed to revise the email address.  Please revise the information in the account web pages to this effect.  Alternatively, make changes so that when a username is changed, the email address changes also so that the two remain the same all the time.  Keeping the username and email address the same all the time is preferred as this means one less thing to keep track of. 

[Mary_M]

Hey @will13am,

**update, the email address on the account and the self-serve username are linked together. When the self-serve email is changed, it also does in the back-end. If it does not update, we can manually make the change.

We can test this; simply update your self-serve username and I'll look into your account for the change 🙂 We can then reverse the changes!

Mary

[will13am]

@Mary_M, during the sign up process, a single entry is provided to the customer to select a self serve account username which will also become the email address by default.  So, the two are linked/synched at time of account activation.  If the system actually tracks the two items separately and they can become different if the username is changed after account activation, then the right thing to do is to allow the customer to select an account username and an email address where both can be the same or different.  Because account username repeats are not allowed (for obvious reason), many of us who have multiple lines resorted to using email aliases during the sign up process. 

Anyway, I am not disagreeing with anything you are saying about the need to have a moderator intervene to change the email address.  Hey, call me John Snow when it comes to anything to do with the back office.  I am simply asking that the descriptions provided to the customer be accurate so that there are no misunderstandings.  To most of us, we fully believe that when we change the account username will also update the account email.

Keep up the good work!

[Mary_M]

You are correct @will13am, the emails are linked - so technically speaking, the email should update once the self-serve username changes - I've just tested it. However, if (for whatever reason) it does not automatically update, we can make the changes.

And thank you for the feedback!

Mary

[will13am]

Well, if the username and emails are linked, then the description is accurate and there is no action required. How would a customer know if an update of the username didn't also update the email? It would be wasteful to ask a moderator to check each time this is done.