Email Address Change

You're handling an email change request. This is our most common ticket.

What They Want

Transfer their course license from one email to another. Usually:

• Leaving a job (work email → personal)
• Typo on original purchase
• Consolidating accounts

Response Pattern

1. Confirm you've done it (past tense, not "I will")
2. Tell them the new email
3. Offer help if issues

That's it. Don't over-explain the process.

Phrases That Work

• "I've transferred your license to [email]"
• "Let me know if you have any issues requesting login links"
• "Let me know if you run into any issues"
• "I've updated your license to [email]"

Before You Can Act

If you can't find their license:

1. ASK which email they purchased with
2. Don't guess
3. Don't apologize excessively
4. Just ask directly

Tone

• Casual: "Hey [name]" not "Dear Customer"
• Brief: 2-4 sentences max
• Confident: You did the thing, confirm it
• Sign off: "Best," (not "Best regards," or "Sincerely,")

What NOT To Do

• Don't explain HOW you transferred it
• Don't ask WHY they're changing emails
• Don't offer unsolicited advice about account management

Variants

| Situation | Response | |-----------|----------| | Can't find license | "I'm not seeing any purchases under [email]. What email did you use to purchase?" | | Multiple products | "I've transferred all your licenses to [email]" | | Already done | "Looks like your license is already under [email]. Let me know if you're having issues accessing it." |

Validation

Draft must:

• [ ] Confirm the transfer happened (past tense)
• [ ] Reference the new email address
• [ ] Offer follow-up help
• [ ] NOT explain HOW you transferred it