Customer Cannot Connect Their Customer Profile (SMS) to Their Subscriber Profile (Loyalty App)

Overview

Within AppFueled, customer information is separated into two connected profile types:

• Customer Tab → Information synced directly from your SMS

• Subscriber Tab → customer created this account when they signed up for the app 
  

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.

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