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Duplicate Attendee Emails
Duplicate Attendee Emails

Allowing, preventing, and updating email addresses used by multiple registrants

Daniel Murphey avatar
Written by Daniel Murphey
Updated over a week ago

Whether you import attendees or they join your Event through Webex Events Registration, attendees must have a unique email address — usually. This article explains why duplicate emails are a problem, why you might want to allow them, how to allow them in Webex Events Registration, and how to fix them. We also provide outreach templates to help you contact attendees with duplicate emails.

Why are duplicate emails a problem?

For security reasons, when two or more people have the same email address, those people can't:

  • Log in to the Event App

  • Check in through Webex Events Onsite

  • Be scanned as a lead in Lead Retrieval

So, why would I want to allow duplicate emails?

One unique email address for each attendee is ideal. However, there may be valid reasons to allow duplicate emails — at first. Here are two common reasons you might allow duplicate emails:

  • Depending on how you'll use the attendee data, duplicate emails might be fine if you're only using Webex Events Registration.

  • Companies often send groups of employees to an event. One person might use their own email address to buy multiple tickets and take advantage of early pricing before confirming which employees will attend the event. In this situation, you'd allow duplicate emails and then fix them later when the correct information is available.

Keep reading to learn how to allow duplicate emails.

Allow duplicate emails in Registration

If you're using Webex Events Registration, you can allow or restrict duplicate emails on the General settings page.

  1. In your Event navigation bar under ‘Registration', click Settings.

  2. Click General.

  3. Scroll down to the 'Email Settings' section and find the Restrict Duplicate Email Addresses option. This option is active by default so that every ticket must be associated with a unique email address. To let multiple people register with the same email address, deactivate the toggle.

  4. Click Publish Changes to save.

    The process just described.

Identifying and fixing duplicate emails

Finding and fixing duplicate emails is easy:

1. Identify duplicates

💡 Keep in mind, if you block an active attendee that has the same email address as another attendee, their status will be 'Duplicate' instead of 'Blocked'.

  1. In your Event navigation bar, click Attendees. When there are duplicate emails, a banner appears above the attendee list, warning you that there are duplicates.

  2. Click the Filter attendees button to apply the 'Duplicate Emails' filter to the attendee list.

    The duplicate email warning banner's 'Show Duplicates' button on the Attendees page.

    💡 Keep in mind, the list doesn't automatically group attendees with the same email address. Review the list carefully to verify how many times an email was used.

  3. If you're using Webex Events Registration, make sure the right people get the right tickets. Click on each duplicate that shares an email, then click their Registration tab to check the following information:

    • The Ticket name may be helpful when communicating with attendees. If they're different for each duplicate, updating the email address and other information for the right ticket is critical.

    • The Order ID shows whether the attendees registered on the same order or different orders. This may also help you identify whose information needs to be updated.

      The Ticket name and Order ID fields of the Registration tab on an Attendee profile.

2. Contact attendees

After you identify the attendees with duplicate emails, contact them to request updated information. We've provided the following template to help you out!

⚠️ Caution! For unpaid orders by invoice or check, we recommend waiting until those orders are paid to ask for updated information.

Email update request template

Replace the bold text in {braces} with the actual information from your Event. If the names for each ticket are identical, mention each ticket name so that each person gets the right ticket.

Hi there!

Your email address was used to sign up {x} people for {event name}. Please send us the correct name and associated email address for each ticket so everyone can access the {event name}.

Currently, the following names are associated with your email address:

{attendee name, ticket name}

{attendee name, ticket name}

{attendee name, ticket name}


We look forward to welcoming everyone!

3. Fix duplicates

As attendees reply, update their attendee profiles with the information.

⚠️ Caution! Be very careful to associate the correct email address with each attendee.

  1. Access the list of attendees with duplicate emails as described in the "Identify duplicates" section of this article.

  2. Click on an attendee to open their profile.

  3. Click the Settings () icon next to the 'Attendee information' heading, then click Edit.

    The process described in step 3.
  4. In the modal that appears, update the attendee's name and email address as needed.

  5. Click Save Changes.

4. Resend registration confirmation emails (optional)

If you're using Webex Events Registration, it's time to resend confirmation emails now that you've updated the attendee's information.

  1. Click the Settings () icon next to the 'Attendee information' heading.

  2. Click View order. This takes you to the 'Orders' page in Webex Events Registration.

  3. On the order page, click the Settings () icon in the 'Purchaser information' section.

  4. Click Send Order Confirmation.

    The Send Order Confirmation option for an Order.

Now you know how to allow, locate, and fix duplicate attendee email addresses. This is a great time to learn about launching and promoting your Event App!

Questions? Chat with us, email, or attend a Face to Face session.

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