Please refer the below scenario for Email ID change: 

Scenario 1: Customer has access to old mail ID and registered number for OTP verification

Step 1.1 : Explain to the customer how to change mail id from the Desktop app. 

Step 1.2: Check whether both email id are registered with the same partner code.

Step 1.3: If the second email id is not registered then ask the customer to sign up with the same partner code as the old email id

Step 1.4 : First log out from the desktop app and log in again with the new email id. 

Step 1.5: Add the new mail and sign up page will appear where the end-user has to register with a new mail id

Step 1.6 : After registering the new mail the desktop app will open with a new mail id where the end user has to add the company again from the desktop app.

Step 1.7: While Adding a company from the desktop app, One prompt will pop up stating that the subscription is already active with “old mail ID”  and if customers like to use a new email id Then they have to Transfer the subscription by clicking on the Transfer button.

Step 1.8: After clicking on the transfer button an OTP will be shared on the old mail id as well as the contact number registered with the old mail id. The end user can verify the OTP and his subscription will successfully transfer to new email id.

Scenario 2: Customer does not have access to old mail ID and registered number for OTP verification

Step 2.1:  If the customer does not have access of old mail id then he can mail us on help@siliconveins.com with details that he do not have access to old mail id or contact number to verify the OTP so ticket should be raised and the L2 team can change it from the admin app. Need to verify with the tally serial number.

Email id change process from Admin app

Once a ticket is generated for Email ID Change follow the below steps.

Step 1: Open admin app > go to users > Search users > Subscription > click on the edit option > click on two-way arrow mark to the left hand side > Enter the new email id and transfer.

Scenario 3: Partner code mismatch 

Steps to be followed in the Admin app for changing Email Id 

Step 3.1: Open admin app > go to users > Search users > Subscription > click on the edit option > click on two-way arrow mark to the left hand side > Enter the new email id and transfer.

 Step 3.2: If you see a partner code mismatch error then first confirm with the customer about the partner and which he wants to use. If the customer is interested in changing new partner code then follow the partner code change process if necessary and then change the mail id(follow the partner code change process only if the customer is interested in a new partner which takes 3 days to change if not change the partner code of new mail id as per the old email id and change the email id).