Changing names or email addresses for students

<supportagent>

Cu Chulainn does not currently have the tools to action this runbook and must follow KBA 134207 instead. This runbook is intended to be followed by Staff only. 

</supportagent>

What you should do first

If you identify a student whose name or email address needs to be corrected: 

• Do not change the student’s name or email in the SIS, HubSpot, or another connected system yet. 
• Contact Support and include the details listed below. 
• Support will review the student’s current setup and confirm which changes are required. 

Not every case requires every connected system to be changed. Depending on the student’s current setup, Support may advise one or more of these paths:

• Reset the setup.
• Correct data manually.
• Coordinate manual updates with multiple teams.

Support follows an internal runbook for these cases. You may not be able to access that internal article directly, but the Support team will use it to review the student’s current setup and confirm the safest path. 

What to include in your request

• Student's correct full name and email.
• Student's current (or incorrect) full name and email.
• Whether the student has already logged in or completed any tests, lessons, app work, or other school activities.
• Whether messages sent to the old email address should reach the new email.
• Whether the student's SIS data is synced with HubSpot (or similar systems).

Disclaimers and notes

For new students who have not started working yet:

• Support may reset the setup and onboard again with the corrected details.
• While this may benefit from existing onboarding automations, treating students who have already done any work as new students leads to data loss.

If the student has already logged in or completed work:

• Clearly stating whether keeping existing work or progress in the ticket is vital.
• Correcting all systems while preserving data requires additional review.
• Support will review the current state and choose the safest correction path.

Summary

• If a mistake in a student's name and/or email is noticed, create a Support ticket before making any changes in the SIS or other systems (e.g., HubSpot).
• Changing the SIS alone does not update connected systems.
• For students who have already worked in school systems, a case-by-case review is needed to evaluate data and access protection.

FAQ

Q: What if I just noticed a typo in a student's email/name right after adding them?

Submit a ticket with all details, and Support will confirm the correction path. This helps avoid duplicate records, conflicting email addresses, and partial updates across systems.

Q: What if the student has already started working and noticed a typo?

Submit a ticket with all details, and Support will confirm the correction path. This helps avoid duplicate records, conflicting email addresses, and partial updates across systems.

Q: Can we just edit the name/email on the existing account?

Please do not rely on SIS edits (or HubSpot edits) after setup has started. The data is connected to multiple systems, and some account details may already have synced elsewhere. Submit a ticket with all details, and Support will confirm the correction path. This helps avoid duplicate records, conflicting email addresses, and partial updates across systems.

Q: Will students lose data from previous lessons and tests?

A case-by-case review is needed to evaluate data and access protection. Support will work with you to discuss the path forward, depending on your case.

Q: What if this is a legal name change, not a typo?

Submit a ticket with all details, and Support will confirm the correction path. This helps avoid duplicate records, conflicting email addresses, and partial updates across systems.

Q: Can we keep the old email working?

If messages sent to the old email address still need to reach the student, include that requirement in the ticket, and we will make the old email an alias.

Q: Can I onboard a "new" student with the correct details?

Please do not create a second student record unless Support instructs you to do so. Duplicate student details can create conflicts across connected systems and complicate corrective actions.