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, the process depends on whether the new email address is already associated with a RepZio account.
⚠️ Important: A brand admin is responsible for making account changes in WebManager, while Support can verify whether an email address is already associated with an account and assist with updates when needed.
💡 Best Practice: Sales reps should use the same email address across all brands they represent whenever possible. Using different email addresses can lead to login and data-sync issues.
📧 Scenario 1: The New Email Address Is Not in Our System
If the new email address is not currently associated with any RepZio account, Support can update the email address on the rep’s existing profile. This approach preserves the rep’s account history and data.
To proceed, email Support with:
- The rep’s current email address
- The new email address
- Confirmation that the new email address is not already in use
⚠️ Important: Some reps work with multiple brands. Even if the new email address is not visible in your portal, it may be associated with another brand. If you are unsure, contact Support with the email address, and we can check our system for you.
If the new email address already exists in our system, you’ll need to follow Scenario 2.
🔁 Scenario 2: The New Email Address Already Exists in the System
If the new email address is already associated with a RepZio account, the brand admin must create a new rep account using that email address.
| Step | Action |
1 | Deactivate the existing rep account |
2 | Create a new rep account, as you normally would, using the new email address |
3 | Assign the same rep number from the old account to the new account. Be sure to copy the rep number exactly to preserve the rep's order and sales history. |
4 | Click Push Data Live to apply the changes. |
⚠️ Important Reminders:
- Inform the Rep: Changing the email address affects the rep’s access across all brands using RepZio and cannot be easily reversed.
- Unsubmitted Orders: Unsubmitted orders live only on the iPad and may be lost during this process. Ask the rep to submit or email any important orders before making 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 RepZio app and sign back in using the new email address.
- 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 orders submitted by that rep will be visible unless Admin Mode is enabled.
❓ FREQUENTLY ASKED QUESTIONS (FAQS)
Q. What if I’m not sure whether the email address is already in use?
A. Contact Support and we can verify whether it is associated with any other existing accounts.
Q. Can I change the email address myself in WebManager?
A. No. The process depends on whether the new email address already exists in our system. Contact Support if you need to verify the email address or update an existing rep profile. If the new email address already exists, the brand admin will need to deactivate the existing account and create a new account using the same rep number.
Q. Can I update a rep’s password myself in WebManager?
A. No. Rep passwords cannot be directly updated in WebManager. However, a brand admin can trigger a password reset email by clicking the reset icon next to the rep’s name in WebManager → Sales Reps. This sends 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.
For security, reps should reset their own passwords using the Forgot Password link in the RepZio iOS App.
Q. Will the rep’s sales and order history transfer automatically?
A. Yes, provided the same rep number is assigned to the new account. Be sure to copy the rep number exactly.
After signing in to the new account, the sales rep may also need to open each customer profile and tap Check for Order History in the Orders section to sync past orders.