I am unable to edit a customer's name or email address

If you're unable to edit a customer's name or email address, it's usually because one of the following applies:

• The customer already has an existing eola account using the new email address
• The customer has already completed your disclaimer or question pack

To check whether the customer already has an account, use the search (magnifying glass) in the top-right corner of eola and search for their correct email address.

If the customer appears in the search results as an enthusiast, they've already used that email address to book with you or another eola outlet. In this case, you'll need to re-book their booking using the correct email address. 

To do this: 

1. Cancel the existing booking without issuing a refund
2. Create a new booking using the customer's correct email address
3. Apply a price override of £0 and pay it off as cash

This won't request any additional payment from the customer, but they will need to accept your terms again and complete the disclaimer and question pack using their correct email address.

If none of the above applies, you should be able to edit the customer's details yourself. For guidance on how to do so, we would recommend reading our (insert name here) help article.

If the customer doesn't appear in the search as an enthusiast, but you are unable to edit their email address yourself, then we may be able to help edit it. Please email help@eola.co with the correct email address/name, incorrect email address/name and we'll do our best to help you. 

• Customers often request an email address change because they've entered the wrong address or no longer have access to their old one
• If a customer reaches out because their booking confirmation hasn't been received, it's worth checking with the customer that the email address entered at the time of booking is correct
• Contact help@eola.co if you're unsure why the change can't be made or need assistance updating the customer's details