How do I change a subscriber's email address or phone number?

Change it in User Explorer, on the subscriber's existing channel, instead of deleting the channel and adding a new one. The subscriber keeps their tags and subscription status.

1. Open the user's profile and go to the Devices and platforms tab.
2. Select the email or SMS channel in the left sidebar.
3. Open the three-dot menu (⋮) in the platform profile header and select Change email… or Change phone number….
4. Enter the new address in New email or New phone number. Use the international format for phone numbers, for example +15551234567.
5. Click Change.

Your role needs the Modify applications permission; without it, the option isn't shown.

Pushwoosh creates a new channel with the new address for the same user, copies the old channel's tags, and deletes the old channel. The change is recorded as the PW_DeviceIdentityReplaced event on the Events history tab.

The change is refused when the new address:

• already belongs to another subscriber of this application
• is an email address suppressed after a hard bounce or spam complaint
• is on a disposable email domain
• isn't a valid email address or phone number

The Received messages tab of the new channel starts empty, but earlier messages still count in message statistics. If your app or integration sends the old address again, Pushwoosh adds it back as a separate channel, so update it in your own systems too.

Learn more: Change an email address or phone number