Updating a User's Email or Mobile Number

Question: We are moving our team to a new email domain. Will users lose their login or access?

Answer: No. A user keeps the same login and access after their email changes.

1. Update the email of each Standard User from the User Manager.
2. For your Admin user, share the old and new email with Meritto Support and we will update it. For a user who is part of multiple Meritto accounts, the details cannot be edited: add a new user with the new email, reassign the old user's leads and applications to them, then delete the old user.
3. After the changes, republish your Allocation and Communication automations so they pick up the new emails.

Question: Why do I get an error when I edit a user's email or mobile number?

Answer: The new email or mobile number is already used by another user. In Meritto, one user can be part of multiple accounts, so that user may be in your account or in another Meritto account. Each email and mobile number can belong to only one user, so the fix is to replace the user rather than edit it.

1. Search User Manager for the new email and mobile number. You may or may not find the user, if they belong to another Meritto account, they will not appear in your search.
2. Add a new user with the required email and mobile number, and assign their role and permissions.
3. Reassign the leads and applications of the user you are trying to edit to the new user.
4. Delete the old user.

Question: What happens if we delete a user?

Answer: The user's activity history is removed and all their leads and applications become unassigned. Reassign their leads and applications to another user before you delete.

Question: Why is the Edit option not visible for some users?

Answer: The Edit option is not shown for two types of users:

• Admin user: share the old and new email or mobile number with Meritto Support and we will update it for you.
• User who is part of multiple Meritto accounts: the details cannot be edited, so they stay consistent across every linked account. Add a new user with the required email and mobile number, reassign the old user's leads and applications to them, then delete the old user.

Adding or Inviting Users

Question: I see "Email id already exists", but the user is not in my user list. Why?

Answer: The user has most likely been invited already and has not yet activated their account. Check the Invited section of User Manager. If the user is there, ask them to look for the activation email, including in their spam folder.

Question: Can we have two Admins?

Answer: Each account has only one Admin, and an Admin belongs to that one account only. For other team members, use the Standard User role with the permissions they need.

Login and Access

Question: A user gets an IP address error at login, even from the office. Why?

Anser: Your account has Enable IP Restriction turned on, and the user's current internet IP is not in the allowed list. Office and internet provider IPs can change. Ask your Admin to update or remove the allowed IP, then have the user log in again.

Q: An Agent user cannot see any leads in Agent Lead Manager. Why?

A: The permission Allow access to Lead Manager and Application Manager listing data and Only Show Users Created Leads is off for that user, so leads appear only when the agent searches. Turn this permission on for the agent, then log in as the agent to check which leads they can see. If the agent should see only their own leads.

User activity and reports

Q: We made a user inactive, but Last User Activity still shows a recent date. Why?

A: The user is also linked to another Meritto account and is logging in there. Last User Activity shows the latest login across all linked accounts, which is common for publisher and partner users. It does not mean the user accessed your account.

Q: Can we get a user's mobile number or email as it was on a past date?

A: Meritto keeps a user's current email and mobile number, and records changes in audit logs for the last 6 months. Values older than 6 months are not available.