Changing a Client's Email Address for Admin (SOP's) Print

Changing a Client's Email Address

Purpose:
This SOP provides step-by-step instructions for updating a client's email address (e.g. If the Client’s has lost his email access unable to change it them-self) in the Ashlex Hosting billing system to maintain accurate contact information and ensure smooth communication.

Prerequisites:

1. Confirm the client’s identity to prevent unauthorized changes.
2. Obtain the new email address from the client.
3. Ensure you have access to the admin panel of the billing system.

Procedure:

1. Verify Client Request

• Authenticate the client by confirming security details (e.g., account password, security question, email from registered email, or other predefined methods).
• Record the request in the system for reference.

2. Log in to the Admin Panel

3. Locate the Client Profile

• Go to the "View/Search Clients" section from the menu bar.
• Use the search bar to find the client by:
• Name
• Current email address
• Client ID

4. Open Client Details

• Click on the relevant client profile.
• Verify the existing details to ensure you’re editing the correct account.

5. Update the Email Address

• Navigate to the "Profile" section.
• Replace the current email address with the new one provided by the client.
• Double-check the email address for typos.

6. Save Changes

• Click on the "Save" or "Update" button to finalize the email change.
• Ensure the system confirms that the changes were successfully applied.

7. Change the Client User 

• Navigate to the "User" section.
• Click on the Manage User Button against the user that says “Owner”
• Update the client’s email to reflect the new email address.
• Save the changes and confirm that the system updates the login details.

8. Notify the Client

• Send a confirmation email to both the old and new email addresses. Include the following:
• Acknowledgment of the email change request.
• Contact details for assistance in case of unauthorized activity.

9. Record the Change (Optional)

• Add a note in the client’s profile summarizing the email update:
• Date and time of the change.
• Reason for the update (if provided).
• Authorized by (your name or admin ID).

Post-Procedure:

• Verify that the client can access their account using the updated email address.
• Update any additional systems or integrations that rely on the client’s email address (e.g. Cpanel Accounts Email Address, WHOIS Info email, On client confirmation).