---
title: Understand the customer record
description: "What a Tapmy customer record shows (identity, source, orders, access, consent) and how to read and change it safely."
lead:
  - "A Tapmy customer record tells you who someone is, how they found you, what they bought or joined, what they can access and whether you may email them. It is a working record for support and fulfillment, not permission to use personal data however you like."
tags:
  - customers
  - digital-products
source: docs/tapmy-wiki/pages/understand-the-customer-record--e9857095.md
---

## Who can see a customer record, and why? {#before-you-start}

Open a record only for a real business reason: support, delivery, access, accounting or consent. Check you are in the right Site, and take only the details you need. Keep customer data out of AI prompts, public notes and screenshots.

The Audience/CRM view is on Free, Pro and Max. Adding an audience member by hand is a Max feature, so do not assume every plan can create a customer manually. See [Pricing](/pricing).

## How do I read a customer record? {#read-the-record-in-layers}

Go in four passes.

**Identity.** The primary email is usually the key for delivery and account access. Look for duplicates before you edit anything.

**Source.** Did they join through a free offer, a contact form, a purchase, a booking, a community, a course, an import or a manual add? A record is not proof of marketing consent. Consent needs its own basis and evidence.

**Orders and access.** An order says a transaction happened. Access says what the customer can use right now. A refund, failed payment, cancellation, manual grant or migration can make the two differ. Do not change access just to make the record look tidy.

**Communication and activity.** Look at notes, timestamps and activity only where the product shows them. A blank field does not mean "no", and an old timestamp does not prove current consent.

## What is the safe way to make a change? {#use-the-record-safely}

1. Search by the exact email or another identifier you trust.
2. Confirm at least two details before you discuss an order or change access.
3. Decide whether the request is about identity, a purchase, access, consent or support.
4. Make the smallest change that solves it.
5. Add a neutral note without sensitive details.
6. Check what the customer now sees.
7. If you are unsure who is asking, stop and escalate.

When a buyer writes in, do not confirm whether someone else's email exists in your audience. Never ask for passwords, verification codes, full card numbers or ID documents unless an approved support process requires it.

## Checklist {#what-success-looks-like}

- You can explain source, order, access and communication status separately.
- Changes touch only the verified request and the right Site.
- Marketing consent rests on evidence, not on a purchase.
- Notes hold no unnecessary sensitive data.

## If a record looks wrong {#troubleshooting-and-limits}

If two records seem to be one person, do not merge, delete or move access until you have checked the current workflow and confirmed identity. If an order and access disagree, check payment, refund, cancellation, migration and manual-grant history first. Missing activity may be a tracking limit, not proof nothing happened.

## Related guides {#next-steps}

Read **Search and filter customers**, **Add or update a customer**, **Grant or remove product access** or **Collect and manage marketing consent**. For a record you cannot reconcile, [contact Tapmy Support](/help/tapmy-support) with redacted identifiers and exact timestamps.