How to Edit Subscribers

How to update a subscriber record in Reach, what you can and can't change, and what to check if it won't save.

Overview

Phone numbers change. People move. Email addresses get updated. This article walks through how to edit a subscriber record when that happens.

Permissions

All roles can edit subscribers in their own department. Reach Administrators can edit across departments.

What You'll Need

• Enough to find them in search: name, email, Subscriber ID, or phone.
• The new information you want to save.
• Access to the Subscribers tab.

Step-by-Step: Editing a Subscriber

Step 1: Find the subscriber

1. Navigate to Subscribers in the left sidebar.
2. Use the search form to find them..
3. Results appear below the form.

Step 2: Open the Edit form

1. Click Edit in the Actions column for that subscriber.
2. A pop-up opens with their current details already filled in.

Step 3: Make your changes

Change what needs changing. Same formatting rules as when adding:

• First Name and Last Name must be alphanumeric.
• Phone number must be digits only. No dashes, spaces, or parentheses.
• State must be a 2-letter abbreviation (e.g., MN, not Minnesota).
• Email must be a valid email format.

Step 4: Save your changes

1. Click Save when done.
2. The pop-up closes and a confirmation appears at the top.
3. The results table refreshes with the updated details.

What Can and Cannot Be Edited

Field	Can be edited?	Notes
First Name	Yes	n/a
Last Name	Yes	n/a
Phone Number	Yes	Digits only, no formatting characters.
Email Address	Yes	Must be a valid email format.
Street Address / City / State / Zip	Yes	State must be a 2-letter abbreviation.
Subscriber ID	No	This is system-generated and cannot be changed.
Department	No	Subscribers cannot be moved between departments via edit. You would need to delete and re-add them.

Having Trouble?

What you're seeing	Why it happens	How to resolve it
Edit button is not visible in the Actions column	You may not have edit access, or the subscriber is in a department you do not manage.	Check you're in the right department. Ask your Reach Administrator if you need edit access.
Save button is greyed out	A required field is blank or has an invalid value.	Check all required fields (First Name, Last Name, Phone). Ensure phone is digits-only and state is 2 letters.
Changes don't appear after saving	The page may take a moment to update.	Wait a few seconds and search again. If it still shows the old data, hard refresh the browser and redo the edit.

Frequently Asked Questions

Q: Can I edit multiple subscribers at once?

A: Not through the Edit form. For bulk updates, use the Bulk Upload feature with existing Subscriber IDs in the CSV. Reach matches and updates them. See KB-016.

Q: I need to move a subscriber to a different department. Can I do that by editing?

A: No. Department can't be changed through edit. Delete the subscriber from the current department and re-add them to the new one, manually or via bulk upload.

Q: Will editing a subscriber's phone number affect their opt-out status?

A: Changing a phone number is a new contact point. If they previously opted out on the old number, the new one won't inherit that opt-out. Be careful updating numbers for subscribers who replied STOP.

Q: Is there an audit log of who edited a subscriber?

A: Reach doesn't show a subscriber-level edit log in the portal. For compliance purposes, contact Convey support.

Need More Help?

If you have followed the steps above and still require assistance, please refer to the relevant articles listed below for additional guidance.

• How to Delete Subscribers Permanently remove a subscriber record from Reach.
• How to Update Subscribers via CSV Bulk-update many subscriber records at once using the Bulk Upload feature.