There may be times when you need to update a sales rep’s email address due to staffing changes, rebranding, or other reasons. While this change is supported, it must be completed by a brand administrator and follows one of two workflows:
📧 Scenario 1: The New Email Address Is Not in the System
If the new email isn’t currently tied to any existing account, we can update the email address on the rep's existing profile. This approach preserves the rep’s history and account data.
✅ To proceed, email Support with the rep’s current email, the new email, and confirmation that the new address is not in use elsewhere.
⚠️ Important: Some reps work with multiple brands. Even if the new email isn't visible in your portal, it may be tied to another brand. If you're unsure, email Support with the rep's email address, and we’ll check our system for you. If it already exists, you'll need to follow Scenario 2.
🔁 Scenario 2: The New Email Address Already Exists in the System
If the new email is already linked to a RepZio account, follow these steps:
Step 1
❌ Deactivate the existing rep account (with the old email).
Step 2
✅ Create a new rep account using the new email address.
Step 3
✍️ Assign the same rep number to preserve order history.
Step 4
Click Push Data Live to apply the changes.
⚠️ Important Reminders:
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Inform the Rep: This change affects access across all brands using RepZio. It is not reversible.
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Unsubmitted Orders: These live only on the iPad and may be lost. Ask the rep to submit or email any important orders before the change.
➕ You can also email orders from Real-Time Orders in WebManager. -
Re-Login Required: After the update, the rep must fully log out of the app and sign back in.
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Order History Sync: After logging in, the rep should open each customer profile and tap "Check for Order History" to sync past orders.
🔹 Note: Only submitted orders by that rep will be visible unless Admin Mode is enabled.
💡 Best Practice:
For the smoothest experience, sales reps should use the same email address across all brands they represent. Using multiple addresses can cause login issues and data sync problems.
❓FREQUENTLY ASKED QUESTIONS (FAQS)
Q. What if I’m not sure whether the email is in use?
A. Contact Support with the email address, and we’ll verify whether it’s tied to any existing RepZio accounts.
Q. Can I just change the email myself in WebManager?
A. No, updating a rep’s email must be handled by Support to ensure account integrity and prevent cross-brand conflicts.
Q. Can I update a rep's password myself in WebManager?
A. No, rep passwords cannot be directly updated in WebManager. However, an admin can trigger a password reset email by clicking the reset icon next to the rep’s name within WebManager > Sales Reps—this will send the rep an email with instructions to reset their password.
If you try to delete and re-add a rep using the same email address, the system will block the password field for security reasons.
To maintain account security, reps should reset their own passwords using the Forgot Password link in the RepZio iOS App.
Q. Will sales history transfer automatically?
A. Yes—but only if the same rep number is assigned to the new account. Be sure to copy this exactly.