---
title: Policy Info in GloveBox Not Updating
description: Learn why policy info may not update in GloveBox and how clients can fix it by updating their email or phone in ClientHub to match the agency’s AMS.
---
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1. [GloveBox University](https://gbu.gloveboxapp.com/knowledge?hsLang=en)
2. [GloveBox and Your AMS Data](https://gbu.gloveboxapp.com/knowledge/glovebox-and-your-ams-data?hsLang=en)
# Policy Info in GloveBox Not Updating
Sometimes agencies notice that a policyholder’s information inside GloveBox isn’t updating correctly, even though the data was changed in their Agency Management System (AMS). This can cause confusion if clients expect their records to always match.
This article explains why this happens and how to resolve it.
---
#### The Solution
To ensure policies continue updating correctly:
1. Have the **policyholder log into GloveBox ClientHub**.
2. In their account, update their **email or phone number** to match the new information in your AMS.
3. Once both the AMS and ClientHub have the same contact details, GloveBox will match the records and continue syncing policy information.
Instructions for GloveBox ClientHub
**NOTE:** We are currently working on giving agencies the ability edit client emails and phone numbers from the GloveBox HQ. ETA - End of 2025
#### The Situation
- A client’s **email or phone number** is updated in the agency’s AMS.
- The update does not appear in GloveBox HQ or in the client’s GloveBox account.
- As a result, policy information may not sync as expected.
---
#### Why This Happens
GloveBox creates and updates client accounts by matching the **email** and/or **phone number** provided in the AMS. If one of these details changes, GloveBox may not recognize the user and will stop syncing data.
- If only the AMS is updated → GloveBox may not link the new information to the existing user.
- The account remains tied to the old email/phone until action is taken by the client.
---
#### Key Takeaway
GloveBox matches users by email and phone. If these details are changed in the AMS, the **client must also update them in ClientHub**. This ensures GloveBox can link the records and continue updating policy information seamlessly between your AMS, GloveBox HQ, and the client’s app.
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- [Driving Client Adoption with GloveBox](https://gbu.gloveboxapp.com/knowledge/key-glovebox-workflows?hsLang=en#driving-client-adoption-with-glovebox)
- [Resources for Agency Administrators](https://gbu.gloveboxapp.com/knowledge/key-glovebox-workflows?hsLang=en#resources-for-agency-administrators)
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- [GloveBox and Your AMS Data](https://gbu.gloveboxapp.com/knowledge/glovebox-and-your-ams-data?hsLang=en#main-content)
- [Setting Up Your Client List By AMS](https://gbu.gloveboxapp.com/knowledge/glovebox-and-your-ams-data?hsLang=en#setting-up-your-client-list-by-ams)
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