Fix a participant's email address when invitations or activity messages are going to the wrong place. A small typo can stop the participant from getting access at the right time.
Check the address first
Confirm the correct email address with the participant or your source system. Look for common mistakes such as missing dots, wrong domains, or copied spaces.
Update before resending
Correct the email address before you send a new access link or another invitation. Otherwise the new message may go to the same wrong address.
Directory-managed users
If your organization manages users through directory sync, the email address may need to be fixed in the identity provider before it updates in Knowly.
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 [email protected] and they can sort out the duplicate for you.