A customer filled out a document with their email, but the email isn't populating on their profile

A customer's email address is their login to the Climber App, so an address can belong to only one customer at a location and cannot be shared between accounts.

When a document is completed, Capitan matches each person on it to an existing customer by first name, last name, and birthday. If the email entered for a person is already on a different customer's account, the outcome depends on whose account holds it.

When the address is on a child's account, it moves to the adult automatically. An account releases its address when the customer is under the location's minimum age for a Climber App account (the first setting under Climber App Settings in Organization Settings), has never set a Climber App password, and has never been sent a Climber App invite. In that case the adult's account takes the address and the child's account is left with none. The same rule applies when a guest completes a purchase in the Climber App.

When the address is on an account that can log in, it stays there. Capitan creates or updates the profile for the person on the document and leaves that profile's email blank. There are two common reasons this happens:

Reason 1: a typo in the name or birthday

The customer already has an account holding the address, but a misspelled name or a wrong birthday on the document kept Capitan from matching them to it, so a second profile was created without an email.

Merge the two accounts, keeping the original as the primary. For the steps, see Merge Customers.

Reason 2: a parent's address is on a child's account that can log in

Families share one address, and a parent's email that ended up on a child's account only moves back automatically while the child cannot log in. If the child has set a password or been invited to the Climber App, the address stays on the child's account and the parent's profile is created without it.

1. Open the child's profile and click Edit Profile.
2. Clear the Email field and save.
3. Open the parent's profile, click Edit Profile, and enter the address.

Example: Jordan Lee signs a family waiver at Summit Bouldering with their own address, and the same address is entered for their 10-year-old, Sam. Sam is under the location's minimum account age and has never logged in, so Jordan's account holds the address and Sam's has none. If Sam had already been invited to the Climber App with that address, Jordan's profile would be created with no email, and staff would move it by hand as above.