Why a User’s Email or Phone May Not Update in GloveBox After Changing in Your AMS

✅ What’s Happening?

GloveBox creates and identifies users based on email and phone number received from your AMS.

Because of how AMS systems send data, GloveBox does not receive a unique “AMS User ID” that always stays the same. Instead, GloveBox must match users using the email and phone that your AMS sends.

This means:

If both the email and phone change, GloveBox sees the person as new.
If one matches and the other does not, GloveBox updates the existing user based on the matching detail.
If the email or phone was removed in the AMS, GloveBox cannot match the user.

This can sometimes result in:

A new duplicate user being created

OR
The old user not receiving updates, because the AMS is sending new details that no longer match.

🔍 First, Check for Duplicate Users

If contact info isn’t updating:

Search GloveBox for the new email.
Search for the new phone number.
Search for the old email/phone.

If you find two separate users, the AMS has created a new user because it couldn’t match the original one.

🧠 Why This Happens (Simple Explanation)

GloveBox can only update an existing user if at least one of these matches your AMS:

The email
The phone number

Examples:

✔️ Scenario 1 — Email changed, phone stayed the same

GloveBox matches the user by phone → updates correctly.

✔️ Scenario 2 — Phone changed, email stayed the same

GloveBox matches the user by email → updates correctly.

❌ Scenario 3 — Only one existed and it changed

If a user originally had only an email or only a phone number, and that value changes in the AMS:

GloveBox cannot match the user
A new user is created
The old one stops updating

🧩 Important Limitation

GloveBox cannot currently replace a user’s old email or phone with new information coming from your AMS.

The system can match using old information, but it cannot overwrite the user’s existing login/contact info.

Enhancements for this are planned so agencies can update contact details more easily.

🛠️ How to Fix It

Here are your available options depending on the situation:

Option 1 — Wait for Upcoming Enhancements (Recommended if not urgent)

We are releasing updates that will allow:

Multiple emails per user
Multiple phone numbers
Manual editing of user contact details

If the data mismatch isn’t causing issues, you may simply wait.

Option 2 — Update Your AMS to Force a New User to Be Created

If the mismatch is due to the email changing:

Remove the phone number in your AMS temporarily
Resync
A brand new GloveBox user will be created using the new email

Important:

For HawkSoft and QQCatalyst, this requires a full data refresh from our data team. Their systems do not send client-level changes in delta files.

Option 3 — Have the Client Update Their Own Info in ClientHub

If:

The AMS is updated

and
The customer also updates their info in the app

They will match correctly again going forward.

Option 4 — Remove (“Disassociate”) the Old User

If a duplicate user was created and the old one is no longer needed, your agency can remove that user from your agency.

This does not delete the user account — it simply disconnects it from your agency.

Note:

This does not work if the issue is caused by the “Scenario 3” condition described earlier.

💬 How to Explain This to Your Team or Client

Here’s an approved explanation you can copy/paste:

“GloveBox matches policyholders to their account using the email and phone information your AMS sends. If these change, GloveBox may not be able to match the old user, and a new one could be created. GloveBox cannot currently update a user’s existing email or phone automatically—this will be supported in an upcoming enhancement.”

❓ Need Help?

If you're unsure which option applies, contact support and share:

Policyholder’s name
Old email/phone
New email/phone
AMS used (e.g., HawkSoft, QQ, EZLynx)

We’ll help identify the correct solution.