Two of my customers share the same Perkville account. What should I do?

This page describes what to do when a customer writes in asking to separate two Perkville accounts that currently are combined.

In this case, a user complains says that they and another person (usually a family member) share the same Perkville account.

The customer may say something like, "My family member and I have two different emails under the same Perkville account. When one of us earns it goes into the same account. How can I split these two accounts?"

Users can sometimes resolve this situation entirely on their own, provided the business is not using membership features. See the section titled, "I want directions for the customer to resolve the problem on his or her own" below.

If your business uses membership features, then please use the guide below to resolve the situation on their behalf. This is important because the combined user likely has two External Member Identifiers attached, and it's this identifier that is usually used to award points, rather than email address. Only business staff can take the steps necessary to transfer the External Member Identifier to the separated account. This is explained in the next section.

I want to solve the problem for the customer, or I'm using membership features

Please use the following steps to remove the non-primary email. If you're using membership features, you will also need to transfer the External Member Identifier ("Connected Member") that is associated with the removed email to a new account with that removed email address.

1. Look up the customer.

   1. Navigate to your Perkville dashboard.

   2. Use the customer search page to search for and navigate to the profile of user who has contacted you.

2. Remove the non-primary email address.

   1. Find the section titled "Connected emails" and find the two email addresses that the user wishes to be split.

      1. The non-primary one will need to be the email that is removed.

   2. Click "Manage emails", and click the "Remove" button to remove the non-primary email. Remember which email you have removed.

3. If NOT using membership features, you can either stop here or invite the removed email into the program.

   1. Typically, the user's new account will be created automatically the next time he or she earns under the email address you just removed.

   2. You can also use the Invite Customers page to invite the newly-removed email to create a Perkville account. To use this feature, navigate to your dashboard, then "Customers," then navigate to "Invite Customers". Use the form to send the new email an invitation to join.

4. If using external membership features, transfer the External Member Identifier to the new account.

   1. On the customer's profile page, look for the section titled "Connected members". Each of these are External Member Identifiers.

   2. If there is only one, then you can stop here. However, if there are two or more, continue following these directions.

   3. Find all identifiers that belong to the user whose email you removed. (Typically, there's just one.)

      1. You will need to use your membership management system (such as ABC Ignite, Mindbody, Mariana Tek, or other system) to know which Identifier needs to be transferred.

   4. Click "Transfer" next to each Identifier that needs to be transferred, and follow the on-screen directions to transfer each to the email address you removed earlier. A new Perkville account will be created (if it does not exist already) and the Identifier will be transferred to it.

In this way, the two accounts have now been separated and the proper External Member Identifiers have been given to the correct accounts.

I want directions for the customer to resolve the problem on his or her own

Please note that if your business uses membership features, we recommend solving the problem on the user's behalf. See the above section for more.

Users can remove email addresses from their account by following these directions.

• Log into Perkville by navigating to https://www.perkvill.com/login

  • If you have difficulties with this step, first try logging out by visiting https://www.perkvill.com/logout

• Navigate to "Settings" in the upper right corner, or just navigate directly to https://www.perkville.com/settings/usr/profile/

• Then, click on "Emails" or just navigate directly to this link https://www.perkville.com/settings/usr/emails/

• Find the trash can icon next to the email address you'd like to remove and click it.

Perkville will typically automatically create a new account with the email address you've just removed provided you're using this email address at a business. Alternatively, you can log out, then navigate to https://www.perkville.com/login/#join to create a fresh account using the email address you've just removed.