<supportagent>Agents should check the internal sibling for procedural details.</supportagent>

This article guides school staff on what to do when a mistake is discovered in a student's name and/or email. This can happen either immediately after adding the student to the School Information System (SIS) or at a later date.

Initial Notes

• Onboarding a student into the SIS triggers setup in multiple systems.
• Changing a student's name or email in the SIS alone does not update every system that already received the previous details.
• Student email addresses are used as identifiers, so duplicate records or partial changes can create conflicts.
• Depending on how far the setup has progressed, Support may need to correct related accounts, partially reset the setup, and coordinate manual updates with multiple teams.
• Because of this, please create a Support ticket and wait for confirmation before making any changes or asking the student to use the corrected details.

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 still need to reach the student.
• 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 can usually use the correction path that keeps the setup cleanest.
• The exact internal steps can vary depending, for example, on which accounts have already been created or synced with the internal system.

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.
• We can "add an alias" for the student, which means they'll keep receiving messages sent to the old email address, but this must be explicitly requested.
• 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?

Create a Support ticket and include the incorrect details, corrected details, and mention that the student has not logged in or completed any work. Support will confirm the safest correction path.

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

Create a Support ticket and explain what the student has already completed. Existing tests, lessons, app work, or other activities can affect how the correction should be handled.

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. Support will review what has already happened and confirm what needs to be corrected.

Q: How can I ensure data integrity during this process?

Submit one ticket with complete details and pause additional changes until Support confirms the correction path. This helps avoid duplicate records, conflicting email addresses, and partial updates across systems.

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

Create a Support ticket with the previous and corrected details. Support will review the current student setup and confirm the appropriate correction path.

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 make the correction harder.