When accounts are accidentally merged or when an email associated with a merged account needs to be reused or recovered, Xplor Mariana Tek provides specific guidelines and corrective actions. Follow the comprehensive guidance below to manage such situations effectively.
This error occurs when you create a customer profile using an email address that has previously been archived. If a customer's profile is deleted, the email address is archived, and you must contact support to reuse it.
After unarchiving, manually update the customer’s account in the system to ensure the email address is correctly associated with the intended account.
Steps to Unarchive and Reactivate Emails
Submit a Request to Unarchive:
An admin or authorized employee with merge/unmerge account permissions will need to confirm this request to unarchive the email.
Processing Time:
The process generally takes up to 72 business hours, though this may vary based on system load.
Post-Unarchiving Actions:
Once unarchived, the email address can be used for updates or to initiate new actions, such as recreating accounts. If an email is linked to a merged account, unarchiving lets you reuse it, but you can't recover historical data from the original account. For employee accounts, if transitioning, retire any old personal/customer accounts before making a new one active.