How do I change my buyers' email addresses?

To ensure the best experience for your students, it's important to keep their contact information up to date. 

With the goal of giving your business more autonomy and agility, Hotmart allows you, as a creator, to change a buyer's email address directly from your account, without needing assistance from our support team. This ensures your student gets quick access to the purchased content. In this article, you will learn the rules for making this change and the full step-by-step guide to updating your customers' email addresses. 

How do I change a buyer's email?

Follow the steps below to update your buyer's purchase email address:

1. Log in to your Hotmart account at: https://app.hotmart.com.
2. In the left side menu, click Sales and then My Sales.
3. Access the Transactions tab and use the filters to locate the desired purchase.
4. In the row corresponding to the purchase, click the three-dots icon (Actions) and select Change purchase email.
5. On the new screen, go to the Customer Information section and click Edit email.
6. Select the reason for the change and confirm the buyer's current email.
7. Enter the buyer's new email address and retype it in the next field to confirm and avoid typos.
8. To finish, click the Change email button.

Once this process is complete, the buyer will automatically receive a message at their new email address containing all the necessary information to access the purchased product.
 

Can buyers change their purchase email themselves? 

To make the process even easier, your customer can also request to change their purchase email on their own, directly through our support.

All they need to do is access our Help Center and use our Chatbot (the speech bubble icon in the bottom right corner of this screen) to start support and follow the instructions!

For more information, visit this article.
 

What are the rules for changing a purchase email? 

For the email change to be possible and secure for everyone involved, the transaction must meet the following requirements:

• Time limit: The change must be made within 40 days of the purchase date.
• Access: The student must not have accessed the product (logged into the members area).
• Purchase Status: The purchase must have a status of "Approved" or "Complete".
• Change Limit: Changing the email is not allowed if the purchase has already undergone two previous changes.
• New Email Restrictions: The new email address you wish to register cannot be the same email used for your creator account. 

Frequently Asked Questions

❯ What is the difference between changing the purchase email and changing the Hotmart account email?

Changing the email for a specific purchase means updating access to that purchase only.

If the buyer wishes to change their Hotmart account email (the login that gives access to all their purchases), they will need to complete that process themselves for security reasons. Direct the buyer to follow the step-by-step in the article How do I change the email address for my account or a purchase?.