Fix a participant's email address when invitations or activity messages are going to the wrong place. A small typo can stop someone from getting access at the right time.
Check the address first
Confirm the correct email address with the participant or your source system before you change anything. Look for common mistakes such as missing dots, wrong domains, or copied-in spaces.
Where to change it
You don't edit the email on the People page itself — you change it on the person's profile. From the People page on the learning journey, find the participant, open the menu on their row, and choose Go to profile. That opens their profile in your organization's user list. On the Personal tab, update the Email field and save.
Send a new link afterwards
Correcting the address doesn't resend anything on its own, so once it's saved, send the participant a new access link or invitation. If you send before fixing the address, the message just goes to the same wrong place again. See Sending a participant a new access link.
If the address is managed by your directory
If your organization signs people in through a directory or central login (SSO), the Email field on the profile is locked and Knowly tells you the address can't be changed here. In that case the email has to be corrected in your identity provider first; it then updates in Knowly on the next sync.
If the system says the email is already in use
If you try to switch someone from their phone number to their email (or the other way around) and Knowly says the address is already in use, it usually means that person has two separate records in your organization — one created with their phone, one with their email. Knowly keeps each email and phone tied to a single login, so it won't move an address onto one record when it already belongs to another.
The cleanest way to avoid this is to set it up before the second sign-up: add the other contact method to the person's existing Knowly user first, then register them for the new learning journey. Knowly then recognizes them as the same person instead of creating a second record.
If the two records already exist, the only way through is to remove one of them and then add the address to the one you keep. Removing a record affects wherever that person is used, so if you're not sure which one to remove, contact Knowly support and they can sort out the duplicate for you.