You may need to change the email address linked to your Phoenix account due to administrative requirements, loss of access to the email account, a security issue, or change of business name.
In Phoenix, your unique identifier (the email address username) is permanently linked to the email address you initially provided us for your account creationyour unique identifier. As a result, when you request to change the email address linked to your Phoenix account, we need to create a new Phoenix profile linked linked to your new email address , and we will need to manually migrate your clients to the new Phoenix profile.
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Initially, you will have two Phoenix profiles - your original profile linked to your previous email address and a new Phoenix profile linked to your new email address. Both will have separate login details. You will be able to log in to both profiles during your transition.
Our customers (
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the client)
Existing Customers will be accessible on your new profile when the 1st appointment is booked into your new profile. Once the 1st appointment has been booked, you’ll see their upcoming appointment and details as normal in the Quick View page where you can continue managing that customer, including rebook, complete, modify, etc.
Information about existing clientscustomers:
You won’t see their appointment history or previous notes from appointments you’ve completed with the customer
The customer won’t appear in your “My Clients” customers” list or Quick View page until the 1st new appointment has been booked into your new profile
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When an existing customer (client) you are servicing is wanting to book their next session, you won’t be able to complete this task yourself. Your client customer will need to be either:
a) Redirected to the Customer Service phone line or live chat to rebook with you
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Use the below optional template if you are requesting the Customer Service team to book the next session in your new profile. Email customerservice@convergeintl.com.au (don’t CC other emails).
CS team, due to migrating to a new Phoenix profile, I require you to rebook the following client customer for their next session into my new Phoenix profile.
Existing appointment number (from old Phoenix profile): APP-XXXXX or ASST-XXXXX
Client customer Initials X XXXXX
Date and time of the next session: XX/XX/XX at XX:XX AM/PM
Modality of the next session: In-person/ Video/ Phone / Chat
My old Phoenix profile email:
My new Phoenix profile email (the one to book the appointment into):
CS Team: If you are unsure of this request, contact your manager, PAA, or UST.
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If you have future scheduled appointments in your old profile, our People Assist Admin team User Support Team (PAA) will manually cancel the existing future scheduled appointment and rebook it into your new profile. This process will be completed before the schedule in your new profile is activated to prevent double bookings.
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During the transition from your old Phoenix profile to the new one, the People Assist Admin team User Support Team will need to transfer your future scheduled appointments to the new Phoenix profile to prevent double booking incidents in both the old and new Phoenix profile. As a result, we will turn off your availability for between 2-48 hrs (at a scheduled time during business hours) while we move these future scheduled appointments across.
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