This article explains how to set up a new Cognexo account for someone who already has one – either because they left the business and have re-joined, or because they need a fresh account.
When this applies
Follow this process in either of these situations:
- A user left the business and has re-joined. Their old account is still on the platform with their email address and, very likely, the same employee ID.
- A current employee needs a new account. They haven't left, but a fresh account is needed. Their existing account must be marked with .old in exactly the same way before the new one is added.
Before you start
Check these three things first:
- You have access to the Admin Portal with permission to edit users.
- You know which details will be reused on the new account – the email address, the employee ID, or both.
- You know whether the company uses a user data integration. If it does, the change will need to be made through the integration.
Step 1: Add .old to the existing account
This must be done before the new account is created, otherwise the new account won't work.
- In the Admin Portal, find the user's current account.
- Edit the account and add .old to the end of either the email address or the employee ID.
- Save the change.
| Field | Before | After |
|---|---|---|
| Email address | jane.smith@company.com | jane.smith@company.com.old |
| Employee ID | 104582 | 104582.old |
Step 3: Add the user as new
Once the old account carries .old, you can disable this account and add the user with their normal email address and employee ID.
- Manual setup: add the user in the Admin Portal in the usual way.
- Integration: the user will come through on the company's next load file with their current details.
Check the new account appears and that the user is in the right Audiences.
Troubleshooting and FAQs
"The new account isn't working." Check the old account has .old at the very end of the email address or employee ID, with no spaces. If the company uses an integration, check the change was also made on their side.
"Should I add .old to the email address or the employee ID?" Either works. Choose the detail that will be reused on the new account – usually the employee ID, as it's likely to stay the same.
"The user never left – do I still need to do this?" Yes. Any time someone needs a new account, add .old to their existing one first, otherwise they will have 2 accounts registered.