We now automatically update the email address held by GoCardless to match Cameo, when:

  • an individual’s email address changes
  • they pay by Direct Debit
  • their GoCardless account records their old email address

Background

Because they are separate, email addresses held by Cameo can drift apart from those held by GoCardless. Normally this isn’t a big problem, as we link Cameo’s membership record to GoCardless using their GoCardless customer number.

However, sometimes GoCardless needs to send an email to the customer (for example, if their bank requires them to authorise changes to their Direct Debit, which needs them to take action). If the email is out of date, they don’t receive it. Member’s usually don’t perceive GoCardless as operating independently.

You can see the data held by GoCardless for a member in Cameo in accounting info → direct debit information. You can also manually bring the GoCardless email address into line with Cameo from there. You can also find them manually in GoCardless itself.

GoCardless update

Now, when an email address changes, we automatically attempt to update GoCardless. This happens a minute or two after the change in Cameo (it holds things up a bit to do it live as it has to talk to GoCardless). We send a notification whenever this happens.

Email addresses change when:

  • you manually change them in the membership record
  • you merge memberships
  • someone uses the self-service updates form
  • you reverse a self-service update in member tasks → review amendments
  • you Undo or Redo a change which includes email addresses
  • you cancel their email as a side-effect of managing bouncing email, in communications → sent email, and then change from empty when they let you know the new one

Deliberately different addresses

Sometimes, a member gives you one email address and gives GoCardless another. This makes it hard to match, especially for memberships with more than one individual. If they deliberately choose a different email address at GoCardless (or it has got out of step earlier), we don’t change it.