If your Webex Events Registration event is linked to an Event App, Community, or Onsite, only registrants with unique email addresses will sync over. This means that if two registrants share the same email address, they won't be able to check in or access your Event/Community content until you update one of the registrants with a different email address!

This article shows you how to enable and fix duplicate emails and provides outreach templates to help you get in touch with registrants with duplicate emails.


Why are duplicate emails a problem?

  • Attendees use their email addresses to log in to your Event App or Community. After logging in, they create a networking profile and start making connections and interacting with your event features. All of these must be unique to each person, or events would get really confusing, really fast. 😵

  • Email addresses are also used to uniquely identify each person who checks in through Webex Events Onsite. If two people have the same email address, they can't check in and print their badges. 📇

  • From a data and security perspective, allowing multiple users into a single event with the same uniquely-identifying email address is a Very Bad Idea™. So, we don't do it. 🔒

Ok, so why would I want to allow duplicate emails?

As you now know, one unique email address for each attendee is ideal. However, there may be valid reasons to allow duplicate emails. We've identified two of the most common reasons why you might allow duplicate emails in registration:

  • Depending on how you'll use the registrant data, duplicates might be fine if you're using Webex Events Registration by itself without an Event App/Community or Onsite.

  • Sometimes companies decide to send a group of employees to an event, but they aren't quite sure who they want to send. One person from the company might go ahead and purchase the right number of tickets to lock in early pricing and then simply use their own email address for every ticket. If you want to allow this type of situation, you may decide to enable duplicate emails and then fix them later when the correct information is available.

Allow duplicate emails

If you've decided you want to allow duplicate emails, it's very easy to do so. In your registration event, go to the Settings tab and click General.

Screenshot of the Settings menu expanded. The General button is indicated.

Scroll down to find the Restrict Duplicate Email Addresses option. This option is enabled by default so that every ticket must be associated with a unique email address. To let multiple people register with the same email address, set the toggle to No.

Screenshot of the Restrict Duplicate Email Addresses field.

Identify duplicates

After registrants order more than one ticket using the same email address, you can easily see those duplicate emails and fix them so people can access your Event/Community.

In your Registration event, click the Attendees tab. When there are duplicate emails, you'll see a banner above the attendee list warning you that there are duplicates. Click the Show Duplicates button to apply the Duplicate Emails filter to the attendee list.

Screenshot of the Attendees page. The duplicate email warning banner's Show Duplicates button is indicated.

⭐️ 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.

You'll want to make sure the right people get the right tickets, so be sure to take a look at the Ticket Name column to see if each ticket with the same email is unique or different. Look at the Order ID # column as well to see if the attendees registered on the same order or different orders.

Screenshot of the Attendees page. The Email, Ticket Name, and Order ID # columns are indicated.

Contact attendees

Once you've identified the attendees with duplicate emails, get in touch with the attendees and request updated information so everyone can access your Event/Community and check in with Onsite. We've provided the template below to help you out!

⚠️ Caution! If an order by invoice or check hasn't been paid yet, we recommend waiting until the order is paid to ask for updated information.

Email update request template

Be sure to 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/community name}. Please send us the correct name and associated email address for each ticket so everyone can access the {event/community}.

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

{attendee name, ticket name}

{attendee name, ticket name}

{attendee name, ticket name}


We look forward to welcoming you!

Fix duplicates

Once attendees reply, it's time to update attendee profiles with the correct information.

⚠️ Caution! If multiple different attendees use the same email address, be very careful to associate the right email address with each attendee.

Click on the registrant whose email you want to change, and you'll see their Attendee Profile.

Screenshot of the Attendees page. An attendee is indicated.

Click on the Settings (⚙️) icon next to the Attendee Registration Info panel, then click Edit.

Screenshot of an attendee profile. The settings menu is expanded as described above.

In the modal that appears, enter the new email address and First Name or Last Name if necessary. Click Save Change when you're done.

Screenshot showing the Email field in the Edit Attendee Registration Info modal.

Resend Confirmation emails

Now that you've updated the email address, click the Settings (⚙️) icon next to the attendee's name, then click Resend Confirmation. This ensures that each person gets the right ticket.

Screenshot of an Attendee Profile. The Settings menu is expanded as described above.

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

Questions? Chat Us or Email support@socio.events

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