---
title: Buyer used the wrong email at checkout
description: "What to do when a buyer typed the wrong email at checkout: verify the order, fix the right record and restore access without a duplicate purchase."
lead:
  - Verify the purchase and the buyer's control of the intended address first, then take the smallest action that moves access to the right email. A typo fix is not a refund, a new order or a marketing opt-in.
tags:
  - customers
  - digital-products
source: docs/tapmy-wiki/pages/buyer-used-the-wrong-email-at-checkout--aeacf88f.md
---

## Ask for the minimum {#before-you-start}

To find the order, ask for the store, product, approximate purchase time, amount, and both the wrong and the intended email. Never ask for a password, one-time code, full card number, CVV, bank login or API key.

Take care: a typo can spell another real person's address. Never tell an unverified requester what purchases or data sit under an email.

## How do I fix an order placed with the wrong email? {#resolve-the-request-safely}

1. Search your Site for the wrong email and the matching order.
2. Confirm the product, amount, time and one other non-sensitive detail.
3. Search the intended email for an existing customer record.
4. Check which actions your dashboard supports: correcting the order email, updating the customer, or moving access.
5. Choose the smallest action that gives the right person access without duplicating the order.
6. Confirm delivery or access under the intended address.
7. If the product allows it, check the wrong address no longer receives product or support email.
8. Leave a neutral case note.

If the wrong address belongs to another verified customer, stop and escalate. Do not overwrite records or merge histories.

## Keep related jobs separate {#keep-related-actions-separate}

Changing an email is not a refund, charge reversal, marketing opt-in or new purchase. Do not invent an order to tidy your customer list, and do not subscribe the corrected address to marketing without valid consent.

For Community, courses, bookings and other products tied to an identity, check what actually transfers. Do not promise that progress, history, messages or attendance carry over unless you have confirmed it.

If the buyer also wants a refund, handle that under your refund policy. As the seller, you are responsible for fulfillment, support and refunds.

## What a good result looks like {#what-success-looks-like}

- The verified buyer reaches the right product with the intended email.
- No duplicate order or access grant exists.
- No one else's data was exposed.
- Consent and refund status are unchanged.
- Your note explains the fix without payment secrets.

## When you cannot find it {#troubleshooting-and-limits}

If no order turns up, recheck the store, product, time, currency, any other email and whether the purchase completed. If an order exists but access is missing, diagnose access on its own. If two customer records already exist, pause before merging or deleting, and understand every linked order and access grant first.

If an address looks malicious, compromised or controlled by someone else, put account safety first and escalate rather than moving access on weak evidence.

## Next steps {#next-steps}

Use **Search and filter customers**, **Add or update a customer** and **Grant or remove product access** as needed. If you are unsure which correction is supported, contact [Tapmy Support](/help/tapmy-support) with redacted emails, the order time, the product and the current state.