Overview
This article helps veterinary staff understand how to assist clients who need to update the email address on their account. Email addresses cannot be updated internally by the clinic — the client must make this change themselves.
Important Constraint The clinic cannot change email addresses on a client's behalf. The update must be made by the client through their own account settings.
How to Update the Email Address
The client will need to:
- Log in to their account using their current email address
- Navigate to their profile settings
- Update their email address from there
If the Client Needs Help Logging In
If the client needs help getting logged in, they can:
- Call customer support at 877-999-2838
- Select Option 1 to speak with a Customer Service agent
- The agent will guide them through getting logged in to their account
If the Client Cannot Access or Update Their Account
If the client is unable to log in or update their email address:
- A new account will need to be created using the new email address
- Any existing scripts will need to be transferred to the new account manually
Note: Accounts cannot be merged. It is important to let the client know about this before proceeding.
Key Points to Communicate to the Client
- The clinic cannot change email addresses on a client's behalf
- The update must be made by the client through their own account settings
- Customer support is available at 877-999-2838, Option 1, if login assistance is needed
- If a new account is created, scripts will need to be added to the new account separately