majiayu000 Email Address Change
You're handling an email change request. This is our most common ticket.
What They Want
Transfer their course license from one email to another. Usually:
- Leaving a job (work email → personal)
- Typo on original purchase
- Consolidating accounts
Response Pattern
- Confirm you've done it (past tense, not "I will")
- Tell them the new email
- Offer help if issues
That's it. Don't over-explain the process.
Phrases That Work
- "I've transferred your license to [email]"
- "Let me know if you have any issues requesting login links"
- "Let me know if you run into any issues"
- "I've updated your license to [email]"
Before You Can Act
If you can't find their license:
- ASK which email they purchased with
- Don't guess
- Don't apologize excessively
- Just ask directly
Tone
- Casual: "Hey [name]" not "Dear Customer"
- Brief: 2-4 sentences max
- Confident: You did the thing, confirm it
- Sign off: "Best," (not "Best regards," or "Sincerely,")
What NOT To Do
- Don't explain HOW you transferred it
- Don't ask WHY they're changing emails
- Don't offer unsolicited advice about account management
Variants
| Situation | Response |
|---|---|
| Can't find license | "I'm not seeing any purchases under [email]. What email did you use to purchase?" |
| Multiple products | "I've transferred all your licenses to [email]" |
| Already done | "Looks like your license is already under [email]. Let me know if you're having issues accessing it." |
Validation
Draft must:
- Confirm the transfer happened (past tense)
- Reference the new email address
- Offer follow-up help