--- title: Customer Cannot Connect Their Customer Profile (SMS) to Their Subscriber Profile (Loyalty App) description: Learn why a customer may be unable to connect their SMS customer profile to their AppFueled loyalty app account. This guide explains 1:1 profile connections, duplicate subscriber accounts, and how to resolve the issue. --- [Skip to content](https://appfueled.com/help/transer-a-subscriber-from-one-location-to-another-0#main-content) [More support](https://appfueled.com/help/kb-tickets/new?hsLang=en-us) ![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png) Open main navigation Close main navigation - [More support](https://appfueled.com/help/kb-tickets/new) - [Submit Ticket](https://appfueled.com/support) [Submit Ticket](https://appfueled.com/support?hsLang=en-us) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://appfueled.com/help?hsLang=en-us) 2. [Customer Profile](https://appfueled.com/help/customer-profile?hsLang=en-us) # Customer Cannot Connect Their Customer Profile (SMS) to Their Subscriber Profile (Loyalty App) ## Understanding 1:1 Customer & Subscriber Profile Connections #### Overview Within AppFueled, customer information is separated into two connected profile types: - **Customer Tab** → Information synced directly from your SMS ![AppFueledTM-Login-05-19-2026\_01\_21\_PM](https://appfueled.com/hs-fs/hubfs/AppFueledTM-Login-05-19-2026_01_21_PM.jpeg?width=370&height=480&name=AppFueledTM-Login-05-19-2026_01_21_PM.jpeg) - **Subscriber Tab** → customer created this account when they signed up for the app  ![AppFueledTM-Login-05-19-2026\_01\_25\_PM](https://appfueled.com/hs-fs/hubfs/AppFueledTM-Login-05-19-2026_01_25_PM.jpeg?width=286&height=300&name=AppFueledTM-Login-05-19-2026_01_25_PM.jpeg) These profiles can only be connected on a **1:1 basis**. --- #### ❓ Why This Happens If a customer cannot connect their customer profile to their subscriber (loyalty app account), it usually means: - They already created a subscriber account previously and connected thier SMS customer profile to that account - Because connections are limited to one customer profile per subscriber account, the system will block additional connections. --- #### 🔍 How to Verify the Issue ### 🧭 Step 1: Search for the Customer Search for the customer within AppFueled. --- ### 🧭 Step 2: Check for Duplicate Records If multiple customer records appear: 1. Open each profile 2. Check whether one of those profiles already has a customer tab that is paired with a subscriber tab. --- ### 🧭 Step 3: Review the Connected Email Address Locate the email address tied to the connected subscriber account. ![AppFueledTM-Login-05-19-2026\_01\_32\_PM](https://appfueled.com/hs-fs/hubfs/AppFueledTM-Login-05-19-2026_01_32_PM.jpeg?width=337&height=112&name=AppFueledTM-Login-05-19-2026_01_32_PM.jpeg) This is the email the customer originally used when signing up for the loyalty app. --- #### ✅ Resolution Inform the customer that their customer profile is already connected under: > **\[customer email address\]** If the customer wants to use a different email address: 1. Still have them log into the app using the currently connected email address 2. Navigate to their account settings 3. Update the email address within the app This allows the customer to: - Keep their loyalty history - Retain any rewards and rebates - Maintain the existing SMS connection --- #### ⚠️ Important Notes - Customer ↔ Subscriber connections are strictly **1:1** - Creating a second subscriber account can cause confusion and duplicate records - Updating the email address inside the existing account is the recommended solution - [Staff](https://appfueled.com/help/staff?hsLang=en-us) - [Reports](https://appfueled.com/help/reports?hsLang=en-us#main-content) - [Templates/ Automated Texts](https://appfueled.com/help/reports?hsLang=en-us#templates-automated-texts) - [Call Center](https://appfueled.com/help/call-center?hsLang=en-us#main-content) - [Admin](https://appfueled.com/help/call-center?hsLang=en-us#admin) - [Call Center Agent Training](https://appfueled.com/help/call-center?hsLang=en-us#call-center-agent-training) - [Phone Number](https://appfueled.com/help/call-center?hsLang=en-us#phone-number) - [Calls Made by Staff/ Service Advisors](https://appfueled.com/help/call-center?hsLang=en-us#calls-made-by-staff-service-advisors) - [Booking Tool](https://appfueled.com/help/booking-tool?hsLang=en-us#main-content) - [Scheduling](https://appfueled.com/help/booking-tool?hsLang=en-us#scheduling) - [Billing](https://appfueled.com/help/billing?hsLang=en-us) - [Rebates](https://appfueled.com/help/rebates?hsLang=en-us) - [Reviews](https://appfueled.com/help/reviews?hsLang=en-us) - [Canned Notes](https://appfueled.com/help/canned-notes?hsLang=en-us) - [Compliance and Legal](https://appfueled.com/help/compliance-and-legal?hsLang=en-us) - [Templates/Automated Texts & Emails](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#main-content) - [Slow Day](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#slow-day) - [Custom Blast](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#custom-blast) - [Recommended Customer Journey](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#recommended-customer-journey) - [Additional CRM Texts/Templates](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#additional-crm-texts-templates) - [SMS Integration](https://appfueled.com/help/sms-integration?hsLang=en-us) - [Merge Tags](https://appfueled.com/help/merge-tags?hsLang=en-us) - [Customer Profile](https://appfueled.com/help/customer-profile?hsLang=en-us) - [Membership](https://appfueled.com/help/membership?hsLang=en-us) - [Referral Codes](https://appfueled.com/help/referral-codes?hsLang=en-us) - [SPAM](https://appfueled.com/help/spam?hsLang=en-us) - [Sidekick Ninja](https://appfueled.com/help/sidekick-ninja?hsLang=en-us) - [Coupons](https://appfueled.com/help/coupons?hsLang=en-us) - [Apple Developer Account](https://appfueled.com/help/apple-developer-account?hsLang=en-us) - [User Types](https://appfueled.com/help/user-types?hsLang=en-us) - [Star Rewards](https://appfueled.com/help/star-rewards?hsLang=en-us) - [App Design](https://appfueled.com/help/app-design?hsLang=en-us) [![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png "AppFueled")](https://appfueled.com/?hsLang=en-us) #1 app builder platform for auto repair shops since 2015 **Unlike any other CRM, 🚀 launch your first app like a pro!** [mailto:get@appfueled.com](mailto:get@appfueled.com) Copyright © 2025 AppFueled™ | All rights reserved.