# Editing Contact Details and Online Accounts in Gladstone 360

HTML version: [Editing Contact Details and Online Accounts in Gladstone 360](https://support.gladstonesoftware.cloud/gladstone360/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](../plus2/switching-go-login-to-email-and-password-in-plus2.md)).
- The password reset link is set in [Gladstone 360 Contacts GMC Settings](gladstone-360-contacts-gmc-settings.md).
- Future-dated price level, status or home site changes: [Scheduled Actions and Age-Band Changes in Gladstone 360](scheduled-actions-and-age-band-changes-in-gladstone-360.md).
- Related: [Member Marketing Preferences](../gooperator/member-marketing-preferences.md); [Configuring Screen Profiles for Gladstone360](configuring-screen-profiles-for-gladstone360.md); [Linking Members and Setting a Primary Payee in Gladstone 360](linking-members-and-setting-a-primary-payee-in-gladstone-360.md).