Editing Contact Details and Online Accounts in Gladstone 360

Problem

Staff need to update a customer's contact details, preferences and online account in the Gladstone 360 Contacts module so that Go logins, notifications and invoices reach the right place.

Resolution

1. Edit contact details

   • Multiple phones and emails are allowed. The Home email must be set as main, because Go uses it as the login. 360 won't accept an email already used by another record.
   • UK mobile numbers must be 11 digits starting 07. The format is checked, but the number itself isn't verified (unless GB Group phone validation is on).

2. Edit address details

   • Add secondary addresses; the main flag doesn't restrict anything.

3. Edit preferences

   • Marketing channels, campaigns and privacy-policy agreement. These are reportable.

4. Edit personal details

   • Edit name, gender, date of birth, join date, price level, status and home site (each permission-controlled).
   • Price levels follow age and eligibility and control what a customer can buy, in 360 and on Go, so front of house shouldn't change them manually. Home site decides which site online bookings are credited to.

5. Edit user fields

   • Custom fields (up to about 50), grouped into categories. They can be completed in workflows, online, or edited later.

6. Manage the online account

   • Online accounts shows the contact ID and home email (read-only). Staff with Edit online accounts can lock or unlock the web and kiosk accounts and edit the login ID.
   • Send password reset emails a link valid for 20 minutes (needs an email address). Customers can also use Forgot password on Go.

7. Fix "Error unknown" on password reset (if applicable)

   • Check the customer's email is set as the main email (especially with linked accounts), that they use the link within 20 minutes, and their connection (a slow mobile hotspot can cause it).
   • As a last resort, staff can send the reset link to themselves, set a temporary password and give it to the customer to change after logging in. This isn't recommended practice.

Notes

• Address and email types matter, not what the address actually is: Go Book and Go Join always read the Home type email for login and notifications (even if it's really a work email); invoicing always reads the Work address type.
• Go Join consents are logged in Preferences automatically (and the privacy-policy acceptance is logged as a note). Preferences govern marketing only: service messages (for example a pool closure) can still be sent to anyone.
• User fields aren't site-specific: a field added to the profile appears on every record, but needn't be filled for everyone.
• Legacy Connect (older online accounts) required a unique email per person and reads the password-reset destination from a different setting from Go. When moving to Go, check both (see Switching Customer Logins to Email and Password Before Go Goes Live).
• The password reset link is set in Gladstone 360 Contacts GMC Settings.
• Future-dated price level, status or home site changes: Scheduled Actions and Age-Band Changes in Gladstone 360.
• Related: Member Marketing Preferences; Configuring Screen Profiles for Gladstone360; Linking Members and Setting a Primary Payee in Gladstone 360.

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