Updating a Contact Email Address

Primary Department Supported: Servicing  

Super Powers Needed? - NO 

Developer Support Needed? - NO 

Important Considerations & Best Practices:  

• Email addresses cannot be shared—each contact must have a unique email 
• If the original contact has a Linked User Account, the new contact should also have one
  

Email Addresses for Contacts are updated by: 

1. Merging Contacts - Creating a new contact using the correct email and merging the old contact into the new one 

1. 1. Reminder: After merging, all loans and entities previously linked to the old contact will automatically update to the new contact

   2. Review the old and new contact records before deciding whether to merge or keep them separate

   3. Identify all loans and entities that will be impacted

   4. Clarify with the ticket requester whether the contact should be merged (removing the old record entirely) or kept as a standalone replacement only for specific loans.

2. Creating a new contact and attaching it directly to specific loans (if merging would incorrectly impact multiple loans or organizations)

Instructions: 

 Review the Existing Contact

1. From LMS Menu → Organizations → Contacts 
2. Search by name or email 
3. Open the contact and review:  
   1. Borrower or Organization affiliations 
   2. Linked User Account details 

Create the New Contact

From LMS Menu Select 

1. Organizations
2. Contacts
3. Select "ADD"
4. Create the new contact using:  
   1. The same details as the original contact
   2. The new email address 
   3. If needed, select Create User to establish a User Account 
      
      
5. Save and Close

1. Merge Contacts

Instructions for Merge Contact

Verify the merge by selecting Organizations → Contacts and verify:  

• Email address Column shows updated everywhere 

• User Account column reflects the new email

2. Attaching the new contact it directly to specific loans on the Entities Tab

1.  Loans → Details 
2. Locate and open the loan 
3. Select the Entities tab 
4. Click Add 
5. Search for the new contact (by name or email)
6. Checkmark next to each Applicable Business Roles (i.e. Borrower Statement, Courtesy Reminders) 
7. Click Add Related Entity or Add Guarantor, then close